DIRECTOR, SERVICE DELIVERY

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 www.allstate.ca. For safety tips and advice, visit www.goodhandsadvice.ca.Through our Employee Value Proposition, 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: HybridBenefits to joining AllstateFlexible Work ArrangementsEmployee discounts (15% on auto and property insurance, plus many other products and services)Good Office program (receive up to 400$ back after purchasing office equipment)Student Loan Payment Matching Program for Government Student loansComprehensive Retirement Savings Program with employer matched contributionsAnnual Wellness allowance to support employees with improving health and wellbeingPersonal reflection dayTuition ReimbursementWorking within the community and giving backJob description:The Director, Service Delivery is accountable for ensuring consistent and effective delivery of customer service to the highest standards of quality. Working closely with other business areas, the Director will set the overall service delivery strategy and continually identify opportunities for improvement. As part of the Service Leadership team, the Director, Service Delivery will lead a team of service professionals across multiple provinces. Accountabilities:Understand, develop and focus on driving the right behaviors that lead to an optimal customer experience through the use of customer feedback to achieve service target resultsManage and resolve escalated customer communications, concerns, conflicts, or issues in a timely mannerLead, engage and develop a high-performing service delivery team, ensuring they have the necessary training and resources to excel in an omnichannel environmentMonitor demand and capacity and manage capacity pressuresWork collaboratively with other AORs to design, deliver and execute on solutions, recommendations, and tactics to improve resultsContinuously iterate operating model and structure for optimal performanceWork collaboratively within Service and other business areas to proactively identify service trends and insights, potential impacts both financially and operationally and offer solutions to adverse trendsDevelop strategies to monitor budgets, operational plans, and performanceLeverages analytics to support decision making on strategic direction and alignment with business prioritiesLeads change management efforts within area by gaining alignment, buy in and support within discipline initiatives and other change related effortsImprove key performance results including NPS, employee engagement and performance, as well as retentionQualifications :Minimum 10 years of experience in relevant rolesMinimum 5 - 7 years of leadership/management experience in a contact center environment, with a background in digital and omnichannel distribution strategiesExcellent leadership and team management skills, with the ability to inspire and enable transformationStrong business acumen and analytical mindset to drive decision-making and improve customer service capabilitiesExperience delivering outstanding customer serviceAbility to interact effectively with internal or external customers and act with empathyStrong influencing skills with the ability to embrace and demonstrate change managementHighly developed verbal and written communication skills with a demonstrated ability to present information in an organized, logical and effective manner to a wide variety of audiencePost-secondary education in a related fieldMaintains all appropriate licenses and registrations for the role per provincial requirementsBonus qualifications:Experience leveraging telephony technology such as Genesys is an assetCIP designation or working towards completion is an assetAllstate 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. Insurance,Financial Services,Insurance Agencies and Brokerages