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Legal manager
3 months ago
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. 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.
Role Designation: Home Based
The Manager 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. People Management – 60%
Strategically collaborate with the Director and Senior Manager level
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
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
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
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
~ Advanced conflict management and problem resolution skills in managing internal and external customer relationships
~ Change Management experience in driving results
~ Allstate Canada Group has policies and practices that provide workplace accommodations.
