Manager, Regional Service

1 week ago

alberta, 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 (Local in AB/ON)

Duration - 12 months


Our team is growing, and we are actively looking to hire a Regional Service Manager to join our team Reporting to the Senior Manager, Regional Service Delivery the Regional Service Manager will provide leadership and direction to increase service effectiveness across their region and the country. This is achieved through the development of staff in combination with the implementation of revenue/efficiency generating processes and technology in the Service 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:

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

•Collaborate across a team of Agency Managers, Team Leads and Customer Care Agents to assess and understand local service strengths and opportunities

•Assess the region as it relates to the unique needs, workforce requirements and inconsistencies within the region and make recommendations to create consistency and improve the customer and employee experience through process improvements and technology

•Partner with peer Regional Service Managers, Inside Service Managers, Workforce Management and key business stakeholders including Information Technology, Continuous Improvement, Human Resources and Allstate Operations teams to improve processes that result in improved customer and employee experiences.

•Use proven processes 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

•Accountable for Net Promoter score of the Regional Service team and Customer Closed Loop Feedback duties

•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

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

•Regulatory licenses in Ontario and willing to obtain Alberta License or hold an Alberta license

•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 field/hybrid 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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