Job DescriptionThe Manager Claims Service 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 service 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
- Identify areas of improvement and provide solutions
Qualifications:- 5 or more 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 Auto and Property Insurance
- 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
#LI-KT1
SkillsClaims Processing, Coaching, Conflict Management, Employee Supervision, Leadership, Negotiation, People Management, Performance Development, Performance Management (PM)
CompensationExpected compensation for this role ranges from $ 77,200.00 - 124,075.00 annually. Actual salary offered to successful candidates will vary based on their skills and experience.
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.
