Claims Service Manager

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. The company is proud to have been named a Best Employer in Canada for nine consecutive years and prioritizes supporting employees and fostering an inclusive, welcoming corporate culture. Allstate is committed to making a positive difference in the communities in which it operates through partnerships with charitable organizations, employee giving and volunteerism. Serving Canadians since 1953, Allstate strives to provide reassurance with its "You're in Good Hands®" promise.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 BasedBenefits to joining Allstate:Flexible 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 back!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 levelProvides, maintains, and monitors user authority levelsEnsure workload is evenly distributed amongst the teamLead team huddlesConduct coaching, sit-alongs, and oversight on call/file qualityWork with Claim Service Representatives on their Performance Development Plans and Performance Management where neededSalary planning for their Direct ReportsOperational - 40%Manages and resolves escalated customer communications, concerns, conflictsReview analysis of key metrics and operational reports to understand team/individual performance including Telephony metrics. Initiate plans to improve claims processes and the customer experienceReview Quality Assurance results and ensure proper feedback and coaching is provided to the Claim Service Representative through weekly huddles and one-on-onesAccountable 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 experienceLead discussions with their Direct Reports and teams to implement change management initiatives while working closely with their Senior Manager to ensure consistency in messagingParticipation at industry committeesQualifications:5 or more years of related experienceAdvanced knowledge of:Insurance policy, coverage, and regulation;Claim processes, policies, procedures, claim systems, liability, and adherence to applicable legal compliance standardsAnalytical procedures to reconcile, manipulate, and recognize patterns of dataProblem-solving and preparation of complex reports for analysisKnowledge of damage estimating and/or settlementAdvanced conflict management and problem resolution skills in managing internal and external customer relationshipsChange Management experience in driving resultsUniversity Degree/College DiplomaCIP or working towards CIP designationAllstate 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