Manager, Claims Quality

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description

The Manager, Claims Quality supports the achievement of excellence in the Claims dept and manages a national Quality program for Auto & Property, OR, Casualty to achieve Claims targets/results. This is done by leading a team of Claims Quality Advisors who ensure that Claims staff are adhering to approved policies, practices, and procedures. Additionally, the Manager Claims Quality will conduct management and analysis, identify quality risks/gaps and recommend coaching and training requirements to the Claims business areas, to reduce organizational and reputational risk.

The Quality Manager, selects, and provides leadership and direction to a capable team of multiple direct reports and ensures their alignment to successfully meet the Claim Department performance requirements.

Accountabilities

Team Leadership and Management: 50%

• Lead team of Quality Advisors to ensure the delivery of individual results within appropriate metrics, including quality, quantity, timeliness, productivity and customer satisfaction
• Provide ongoing training, coaching, guidance and leadership that supports Quality team and Claims department in achieving metrics/targets.
• Assess and Improve performance through team calibration coaching and development
• Ensure team adherence to standards and guidelines
• Ensure the execution of required employee file reviews, call reviews, vendor reviews and targeted reviews
• Conduct team meetings to elicit feedback, share best practices and build team engagement
  
  

Quality Program Management: 20%

• Ensure compliance with overall ACG, regulatory, legal and ethical policies and requirements.
• Define and implement key performance indicators for risk mitigation
• Lead the implementation of an internal file review and external audit process that promotes consistency and timeliness in how we assess, measure and report across Claims
• Continual review and analysis of data to identify gaps
• Develop appropriate solutions based on available information, business objectives, and recognizes the impact and implications of decisions
• Work with and manage third party service providers as needed
• Identify trends and solutions for organizational and reputational risk.
• Increase efficiencies by using technology and other resources to meet cost containment, customer experience and cycle time aspirational goals while enhancing employee engagement
• Ensure appropriate metrics are established and aligned to achieve target results
• Conduct analysis, review and adapt team strategy and execution plans as needed
• Ensure understanding of, and compliance to, file and customer service standards
  
  

Consulting: 10%

• Lead cross-functional/department meetings, reviews and communications involving various business partners to identify quality gaps. (Training, CRDNA etc.)
• Collaborate with business units across claims department to identify trends and solution to achieve optimum results (i.e. Claims discipline, Training, Vendors, Risk and Compliance teams)
  
  

Reporting – 10%

• Continual review and analysis of data to identify gaps, provide insights and recommendations for improvements
• Report on status, risk management, success criteria and reporting as required
  
  

Communications – 10%

• Effectively communicate with all stakeholders, employees, managers, and business partners (results, trends, updates, etc.)
  
  

Skills Required

• 7+ years management experience
• Experience directly managing a team including staffing, development and performance management
• 5+ years quality review experience
• Excellent project management, organizational and analytical skills.
• Demonstrated ability to work across organizational departments and develop strong relationships across the company
• Proven ability to identify, analyze and provide solutions to complex problems
• Develop and deliver verbal/written explanations, presentations, and proposals (virtually and in person) to appropriate stakeholders, in a well thought out, logical and effective manner.
• Ability to work with multiple stakeholders across the organization in order to meet business objectives; be comfortable working with all levels of Management
• Strong interpersonal and communication skills (verbal and written)
• Proven ability to analyze data and recommend solutions
• Strong negotiation skills and ability to handle conflict resolution opportunities including complex issues.
• Extensive claims and insurance regulation knowledge and proficiency.
• Casualty technical experience required.
• An in-depth understanding and working knowledge of Claims Best Practices
• Collaborative mentoring & coaching skills
• Strong influencing skills with the ability to embrace change
• Advanced MS Office knowledge, especially in Excel and Tableau
• Advanced knowledge of business technology systems such as A+, PLUS, Guidewire ClaimCenter & Focus
• Advance knowledge of Legal and Regulatory requirements such as Provincial Insurance Acts
• Strong working knowledge of foundational management systems; Continuous Improvement, Agile, Change Management
  
  

Education/Training

• Minimum post-secondary education
• Enrollment/Completion of Chartered Insurance Professional (CIP)
  
  

Skills

Business Acumen, Business Communications, Coaching, Conflict Management, Customer Centricity, Digital Literacy, Inclusive Leadership, Learning Agility, Problem Solving, Results-Oriented

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good.

You’ll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we’ve proven that Allstate empowers everyone to lead, drive change and give back where they work and live.

Good Hands. Greater Together.