Best Practices Consultant

3 weeks ago

Markham, Canada Allstate Canada Full time

**Who is Allstate**:
Through our Employee Value Proposition, 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

Benefits to joining Allstate

Flexible Work Arrangements

Employee discounts (15% on auto and property insurance, plus many other products and services)

Good Office program (receive up to 400$ back after purchasing office equipment)

Student Loan Payment Matching Program for Government Student loans

Comprehensive Retirement Savings Program with employer matched contributions

Annual Wellness allowance to support employees with improving health and wellbeing

Personal reflection day

Tuition Reimbursement

Working within the community and giving back

**Job description**: The Best Practices Consultant is accountable for designing/creating best practices, talk tracks, practical handouts, enhancing processes and procedures for Sales and Service Agents (Agency Sales, Regional Service, Inside Sales and Service). This supports and helps agents provide practical advice, identify, and meet customers’ needs, to put our customers at the centre of what we do.

**Accountabilities**:
Develop, create, and implement enhanced processes that support our omni-channel distribution system and improve the customer experience, drive efficiencies and/or to support profitable growth, by: Time 60%

Integrating data & analytics findings into the agent decision support system and best practices

Consulting with Product and Underwriting for opportunities to develop; enhance/create agent facing support materials using plain language to help agents reach current and future goals (profitability, retention, growth)

Building relationships with Agency, Regional Service and Inside Sales and Service Managers to understand and document best practices for consistent use throughout the distribution network

**Partnering with different departments within Allstate i.e.**: Business transformation, Operational Effectiveness, modernization projects (billing and core modernization) to provide expertise in relation to agent’s processes

Partnering with Trusted Advisor Consultants, and customer experience to continuously refine approaches and integrate new product/processes for agents

Collaborating closely with Learning and Development (L&D) and Allstate Sales in the design of training material

Reviewing AIA performance standards, and proposing adjustments to support the success of ACG’s full product & service suite

Partner with Allstate Distribution, Design & Delivery and Ivantage to design and facilitate the distribution of customized solutions based on our growing ecosystem of products & services (P&P) offerings in our omni-channel distribution system, by: Time 30%

Coordinating the communication of materials created/enhanced; considering current agent processes and potential impacts to workflow to determine how new material should be distributed/implemented

Ensuring material created/updated is placed in the Agent Playbook

Consulting on and managing development of new material and ad hoc requests

Defining and maintaining processes/standards within area of responsibility and/or expertise

Become a Subject Matter Expert in Allstate’s technology, products, agent process, procedures, and customer’s needs to advise and provide direction to various functions within ACG. Time 10%

**Qualifications**:
3+ years of experience within sales or service and/or post-secondary graduate

A deep understanding of all agent and business practices, brand rules, guidelines and processes within Allstate is a strong asset

Advanced level of proficiency in MS Office including Word, Excel, PowerPoint with ability to manage and prioritize multiple projects

Strong communications and interpersonal skills with the ability to build relationships and maintain professionalism

Effective writing and editing skills with strong attention to detail

Good organizational, planning and project management skills and ability to manage projects from conception to completion

OTL/General License is an asset

Bilingual in English and French would be an asset

**Bonus qualifications**: A thorough understanding of Allstate’s processes, procedures, technology, core products is an asset

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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