Manager Claim Services

Allstate Canada
CA - canada
June 23, 2024

Who is Allstate:

Allstate Insurance Company of Canada is a leading home and auto insurer focused on providing its customers prevention and protection products and services for every stage of life. Serving Canadians since 1953, Allstate strives to reassure both customers and employees with its 'You're in Good Hands®' promise and is proud to have been named a Best Employer in Canada for nine consecutive years. Allstate is committed to making a positive difference in the communities in which it operates through partnerships with charitable organizations, employee giving and volunteerism. To learn more, visit allstate.ca. For safety tips and advice, visit goodhandsadvice.ca.

Through our Employee Value Proposition, Opportunity, Flexibility, Community, Diversity and Family, we have worked hard to develop and nurture a culture where employees feel valued, experience personal growth, have career options and truly enjoy the work they do.

Role Designation:
Home Based

The Manager is accountable for leading a team of Claim Service Representatives, handling First Notice of Loss (FNOL) and customer inquiry calls, to maximize results and deliver on the customer experience. Overseeing day to day operations of the team to ensure both Auto and Property customers are assisted.

Accountabilities:

People Management - 60%

Strategically collaborate with the Director and Senior Manager level
Provides, maintains, and monitors user authority levels
Ensure workload is evenly distributed amongst the team
Lead team huddles
Conduct coaching, sit-alongs, and oversight on call/file quality
Work with Claim Service Representatives on their Performance Development Plans and Performance Management where needed
Salary planning for their Direct Reports

Operational - 40%

Manages and resolves escalated customer communications, concerns, conflicts
Review analysis of key metrics and operational reports to understand team/individual performance including Telephony metrics. Initiate plans to improve claims processes and the customer experience
Review Quality Assurance results and ensure proper feedback and coaching is provided to the Claim Service Representative through weekly huddles and one-on-ones
Accountable for overall success of FNOL, customer inquiries and Delivery. Review analysis of key metrics and operational reports from Finance, Corporate Risk, Telephony Forecasting and Delivery teams and initiate plans to improve claims processes and the customer experience
Lead discussions with their Direct Reports and teams to implement change management initiatives while working closely with their Senior Manager to ensure consistency in messaging
Participation at industry committees

Qualifications:

5+ years of related experience
Advanced knowledge of:
Insurance policy, coverage, and regulation;
Claim processes, policies, procedures, claim systems, liability, and adherence to applicable legal compliance standards
Analytical procedures to reconcile, manipulate, and recognize patterns of data
Problem-solving and preparation of complex reports for analysis
Knowledge of damage estimating and/or settlement
Advanced conflict management and problem resolution skills in managing internal and external customer relationships
Change Management experience in driving results
University Degree/College Diploma
CIP or working towards CIP designation

Allstate Canada Group has policies and practices that provide workplace accommodations. If you require accommodation, please let us know and we will work with you to meet your needs.

Read the full job description and apply online on the recuiter's web-site

Manager Claim Services

Manager Claim Services

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