At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. 

Job Description

The Senior Manager Claims Service is responsible for designing, developing, and implementing projects and initiatives that improve our First Notice of Loss Experience driving an exceptional customer journey and operational effectiveness. Responsible as the product owner for First Notice of Loss (FNOL) for defining and developing the future state. Collaborate amongst all key stakeholders to implement and realize benefits for enhancements. The Senior Manager is responsible for leading a team of Claims Managers that oversee the day to day operations of a Claims Service Representative phone queue team the team, specifically for First Notice of Loss.

Key ResponsibilitiesPeople Management – 60%Strategically collaborate with the Director and SLT levelProvides, maintains, and monitors Manager authority levelsEnsure workload is evenly distributed amongst the ManagersLead Manager team huddlesConduct MOR meeting with Manager Direct ReportsWork with Managers on their Performance Assessment PlansSalary planning with Managers for their Direct Reports

Operational – 40%Manages and resolves escalated customer communications, concerns, conflicts, or issues that fall within the authority level between the Manager and DirectorReleasing cheque holds that fall between the Manager and Director authority levelAccountable for overall success of FNOL 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 experienceReview Quality Assurance results and ensure proper feedback and coaching is provided to the Manager Claims Service through managers’ weekly huddles and one-on-onesResponsible as the product owner for First Notice of Loss (FNOL) for defining and developing the future state.  Collaborate amongst all key stakeholders to implement and realize benefits for enhancementsLead discussions with their Direct Reports and teams to implement change management initiatives while working closely with their leader to ensure consistency in messagingParticipation at industry committeesRequirements10 or more years of related experience, including Contact Center and/or Call Center5-7 years’ experience in people management preferably in ClaimsKnowledge of both Auto and Property claim handlingFamiliar with insurance policy, coverage, and provincial regulation;Advanced knowledge of:Claim processes, policies, procedures, claim systems, liability, damage estimating, and/or settlement, and adherence to applicable legal compliance standardsAnalytical procedures to reconcile, manipulate, and recognize patterns of dataProblem-solving and preparation of complex reports for analysisAdvanced conflict management and problem resolution skills in managing internal and external customer relationshipsChange Management experience in driving resultsEducationUniversity Degree/College DiplomaCIP or working towards CIP designation

Additional SkillsMulti-provincial claims knowledge and proficiencyContinuous Improvement and process design experienceKnowledge of AllDocsFamiliarity with Genesys and/or Claim Center

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Skills

Business Acumen, Business Communications, Coaching, Conflict Management, Problem Solving

 

Compensation

Expected compensation for this role ranges from $ 89,300.00 - 139,300.00 annually.  Actual salary offered to successful candidates will vary based on their skills and experience.

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

Allstate Canada Group uses AI technology tools to assist in screening, selecting, assessing, and scheduling interviews with candidates as part of the recruitment process.

This job posting is for a current open role within the organization.