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Job ID :
Location :
Northbrook, IL US
Level :
Senior Manager
Job Category :
Description :

Where good people build rewarding careers.

Think that working in the insurance field can’t be exciting, rewarding and challenging? Think again. You’ll help us reinvent protection and retirement to improve customers’ lives. We’ll help you make an impact with our training and mentoring offerings. Here, you’ll have the opportunity to expand and apply your skills in ways you never thought possible. And you’ll have fun doing it. Join a company of individuals with hopes, plans and passions, all using and developing our talents for good, at work and in life.

Job Description

The Claims Quality Director (CQD) is responsible for leading and directing quality assurance (QA) activities for all P&C claims activity (auto, casualty (1st & 3rd party,) and property) across Allstate’s country-wide operations with direct accountability for QA results across all lines, all settlement methods, and all geographies.  In addition to setting strategy and continuously improving a rigorous QA program, the CQD will directly lead an organization of approximately 600 claims professionals.  The CQD will also be part of the Claims Operations Leadership Team and will play a key role in helping to advance Allstate’s Claims Strategy. Other key responsibilities include:

Key Responsibilities

  • Collaborates to inform the future quality strategy of the CSAs
  • Directs the analysis, reporting, and forecasting of quality and claims expense management
  • Maximizes innovation and continuous improvement of quality
  • Collaborates with Home Office and Senior Regional Field Leaders (Field VP, Controller, Product Manager, Marketing, Human Resources and Sales Leaders) to manage growth and profitability and identify strategic opportunities for cross-functional improvement
  • Collaborates with CE and Agency Sales to leverage and grow claims agency relationships and coordination of national level programs
  • Directs and oversees quality strategic planning for the region in alignment with long-term corporate objectives
  • Directs best practice analysis and process improvement research and development to test and apply technology techniques and trends applicable to claim quality
  • Monitors overall compliance with established claim policies, practices, and procedures and motivates employees to superior process compliance and performance through personal direction and leadership
  • Provides feedback and insight to Senior Leadership on significant trends, issues or opportunities
  • Executes performance management, education strategy, and deployment plans for CQA employees

Job Qualifications

  • Bachelor’s degree in related field preferred or equivalent experience
  • Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
  • Applies highly advanced knowledge of insurance policy, coverage, and regulation
  • Applies advanced knowledge of claim processes, policies, procedures, claim systems, coverage, liability, damage estimating, and/or settlement, and adherence to applicable legal compliance standards
  • Applies advanced industry knowledge to discipline practices, including best practices, to support the business unit
  • Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data
  • Applies highly advanced ability to leverage learned technical skills in support of team objectives
  • Applies highly advanced negotiation and/or arbitration skills
  • Ability to assist leadership in achieving business unit objectives
  • Applies highly advanced knowledge of training facilitation and coaching skills
  • Provides highly advanced individual decision making within authority limits
  • Has and maintains all appropriate licenses and registrations for the role per state requirements
  • Applies advanced skill in motivation, organization, training, coaching and facilitation of teamwork

The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.

Good Work. Good Life. Good Hands®.

As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy.

Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

For jobs in San Francisco, please see the notice regarding the San Francisco Fair Chance Ordinance.

For jobs in Los Angeles, please seethe notice regarding the Los Angeles Ordinance.

It is the policy of Allstate to employ the best qualified individuals available for all jobs without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity/gender expression, disability, and citizenship status as a veteran with a disability or veteran of the Vietnam Era.


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