Senior Manager/Manager

Found in: Jooble CA O C2 - 5 days ago


Ontario, Canada Allstate Canada Full time

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. 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.

Reporting to the Director, Service Delivery, the Senior Manager, Service Delivery will provide overall leadership to drive the efficiency and effectiveness of our Inside Service teams.

Manage People:
Provide leadership, coaching and development to the management group, building and supporting the success of the team.
Manage the Business:
Partner with Distribution Effectiveness team to infuse critical KPI measurements/reporting and standardization into the manager team to increase efficiency, effectiveness, and productivity (inbound call service levels, email and call handle time, Net Promotor Score, etc.)
Develop and implement a “customer first” road map for Inside Service with a focus on customer service and driving measurable efficiency and effectiveness results in partnership with the Senior Manager, Regional Service and Director, Service Delivery.
Work with Distribution Transformation team to implement customer centric routing, IVR methodologies and technology to increase service quality, including self-service, automation.
7-10 years of demonstrated management experience both with face to face and contact Centre teams
~ Other Than Life insurance license
~ Demonstrated leadership skills to develop, coach and manage a team of direct and indirect reports.
~ This includes building short-, mid-, and longer-term roadmaps, moving from strategy through execution.
~ Experience enabling results by leveraging telephony and workforce management metrics

Certified Insurance Professional would be an asset
Bilingual in French and English would be an asset

Allstate Canada Group has policies and practices that provide workplace accommodations.


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