Job DescriptionThe Bilingual Manager of Claims Service is responsible for leading and developing frontline Claims Service teams to deliver an exceptional customer experience while ensuring consistent execution of claims processes and achievement of operational objectives. This leader oversees team performance, staffing and workload, using data and insights to identify opportunities to improve service, efficiency, quality, and the employee experience. The Manager leads operational and process changes, partners across Claims and the broader organization to remove barriers and improve workflows, and fosters an engaged, accountable, and inclusive team culture.
KEY RESPONSIBILITIES- Leads, coaches, and develops Claims Service Representatives, driving engagement, accountability, development, and performance.
- Oversees day-to-day Claims Service operations, ensuring consistent execution of claims processes and a timely, compassionate, and effective customer experience.
- Monitors service levels, productivity, quality, customer experience, staffing, and workload, taking action to address trends, risks, and performance gaps.
- Establishes team priorities and performance expectations aligned with Claims Service and broader Claims objectives.
- Uses operational data and employee and customer insights to identify and implement opportunities to improve service, efficiency, quality, and workflows.
- Leads the implementation and adoption of process, technology, and operational changes within Claims Service.
- Partners with Claims leaders, Workforce Management, Learning & Development, Human Resources, and other business partners to achieve operational objectives and resolve barriers.
- Manages escalated customer, employee, and operational issues, ensuring appropriate ownership and resolution.
- Contributes to Claims Service projects and initiatives while building an inclusive, collaborative, and high-performing team culture.
- Provides leadership and support in both English and French.
REQUIRED QUALIFICATIONS- Fluency in both English and French is required.
- Proven people leadership experience, including coaching, development, and performance management.
- Strong operational leadership skills with the ability to use data and business insights to drive decisions and improve performance.
- Strong customer focus and demonstrated ability to lead teams through change.
- Excellent communication, relationship-building, problem-solving, and influencing skills.
- Claims, insurance, contact center, or customer service operations experience is strongly preferred.
EDUCATION- Bachelor's degree preferred, or an equivalent combination of education and relevant experience.
EXPERIENCE- 5 or more years of relevant experience preferred.
- Previous leadership experience strongly preferred.
SUPERVISORY RESPONSIBILITIES- This position has people leadership responsibilities.
Bilingual proficiency in English and French is required. Candidates must be able to effectively communicate, lead, coach, and support employees and business partners in both languages.SkillsClaims Processing, Conflict Management, Employee Supervision, Negotiation
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.
