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About the role
- Bilingual Claims Service Manager leading frontline teams for Allstate Canada’s insurance claims operations. Improving customer experience, service quality, workflows, and team performance across remote Canadian locations.
Responsibilities
- Lead and develop frontline Claims Service teams to deliver an exceptional customer experience
- Ensure consistent execution of claims processes and achievement of operational objectives
- Oversee team performance, staffing, and workload
- Identify opportunities to improve service, efficiency, quality, and employee experience using data and insights
- Lead operational and process changes and improve workflows
- Foster an engaged, accountable, inclusive, collaborative, and high-performing team culture
- Coach and develop Claims Service Representatives
- Oversee day-to-day Claims Service operations
- Monitor service levels, productivity, quality, customer experience, staffing, and workload
- Establish team priorities and performance expectations
- Implement and drive adoption of process, technology, and operational changes
- Partner with Claims leaders, Workforce Management, Learning & Development, Human Resources, and other business partners
- Manage escalated customer, employee, and operational issues
- Contribute to Claims Service projects and initiatives
- Provide leadership and support in both English and French
Requirements
- Fluency in both English and French is required
- Proven people leadership experience, including coaching, development, and performance management
- Strong operational leadership skills with the ability to use data and business insights to drive decisions and improve performance
- Strong customer focus and demonstrated ability to lead teams through change
- Excellent communication, relationship-building, problem-solving, and influencing skills
- Claims, insurance, contact center, or customer service operations experience is strongly preferred
- Bachelor’s degree preferred, or an equivalent combination of education and relevant experience
- 5 or more years of relevant experience preferred
- Previous leadership experience strongly preferred
- Ability to effectively communicate, lead, coach, and support employees and business partners in both English and French
- Skills: Claims Processing, Conflict Management, Employee Supervision, Negotiation
Benefits
- Opportunity for professional growth and skill development
- Opportunity to shape the future of protection
- Support for causes that mean the most to you
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