Claim Service Senior Manager

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 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 back!The Senior Manager 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, specifically for First Notice of Loss.Accountabilities: People 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 ReportsOperational - 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 committeesQualifications:10 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 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