Manager, Inside Service

2 weeks ago

ontario, Canada Allstate Canada Full time

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 Based

Duration - 12 months


Our team is growing, and we are actively looking to hire an Inside Service Manager to join our team Reporting to the Senior Manager, Service Delivery the Inside Service Manager will provide leadership and direction to increase service effectiveness across the direct channel contacts as well as service calls handled on behalf of the Allstate Insurance Agencies. This is achieved through the development of staff in combination with the implementation of revenue/efficiency generating processes in the Services team.

This role will work closely with regional Allstate Insurance Agency leadership as well as our Inside Service leadership team to assess customer needs and optimize the service channel, ensuring customers are supported when, where, and how they want. This is accomplished by examining opportunities, identifying, and establishing best practices, recommending process improvements and engaging key business partners.


Accountabilities:·

•Agent Recruitment and Development

•In conjunction with Senior Manager and Director, develop and implement best in class service model to ensure a consistent service approach nationally

•Ensure the attainment of department staffing plans by assessing and recommending qualified candidates

•Identify business development opportunities by continually assessing the feedback from staff and customers and recommend appropriate plans

•Use proven process to develop agents, providing the appropriate level of training and coaching to attain and maintain licenses and continually evolve their sales, customer service, product knowledge, risk management, phone and written skills

•Ensure performance plans for direct reports are aligned, integrated and appropriate to achieve performance requirements and metrics

•Ensure performance plans for direct reports are aligned, integrated and appropriate to achieve performance requirements and metrics

•Handle escalated customer issues that need to be reviewed/approved.

•Recruit and onboard agents and provide recommendations for performance and talent development strategies as well as training/coaching and onboarding strategies

•Lead and support the change management required to enable a new service model


Qualifications:

•University Degree or College Diploma in relevant field and/or relevant experience Enrolled in, or completion of CIP designation

•5+ years of broad-based insurance experience; contact center work experience is an asset

•Regulatory Licenses in the Province of Ontario, Alberta, Nova Scotia and New Brunswick are required

•Managing a team of 15 or more to achieve and exceed targets

•Strong understanding of Property & Casualty insurance products and regulations.

•Extensive knowledge of Allstate and telephony sales processes, handling objections, closing and cross sell/up sell techniques

•Training, coaching and further development of skills with employees

•Experience in process improvement, i.e. making recommendations and implementing


Bonus Qualifications:

•Experience with continuous improvement is an asset

•Bilingual in English and French is an asset

•Experience managing remote teams is an asset

•Completion or willing to obtain the CIP designation is preferred.


Allstate 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.

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