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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 Leadership Function is reserved for individuals who develop claims strategy, design and administer change management initiatives. Claim Line Management (CLML) Leaders are responsible for the designing the operation, strategy, profitability, and growth of one or more lines of business, the coordination of functions, and the development or implementation of policies.  CLM Leader is responsible for providing administrative guidance and support, and overseeing projects and initiatives that assist Field Claims leadership in establishing and outperforming their strategic goals and objectives


Job Summary

This senior level Casualty management role is responsible for designing, developing, and implementing projects and initiatives within their assigned field sub function and Home Office unit that align with Claims strategic direction and support Corporate strategic goals. The individual oversees Claim Project Managers and Claim Analysts, organizes and directs activities to assist Field management in their assigned sub function in achieving their objectives, including outperforming the competition in customer service and loss and expense cost management, and supporting Corporate growth goals.

Key Responsibilities

Customer Service

  • Ensures and enables staff to maintain a connection with the customer by understanding and meeting their needs.
  • Reviews customer satisfaction results; designs processes to address issues
  • Develops business strategies that ensures a focus on customers

Functional/Discipline Operational Management

  • Guided by in depth knowledge, drives innovation by identifying and implementing improvements to eliminate barriers and support the achievement of the corporate business objectives
  • Evaluates and diagnoses claim performance and current processes through ongoing statistical analysis, and develops strategies and action plans to improve performance in loss cost management, customer experience, and expense management
  • Analyzes industry and business performance trends to identify potential challenges and design and implements strategies to address potential challenge areas
  • Ensures calibration on business unit key diagnostics
  • Works with other AORs, and staff and retained counsel to uncover business issues, analyze financial and operational results, and create continuous improvement in financial measures
  • In partnership with the field, Cross Functions and Cross AORs, design, implements and introduces new processes
  • Works with staff to achieve optimal employee engagement and Diversity results
  • Using advanced knowledge and statistical analysis of trends, alternatives and risk factors, and leveraging the knowledge and skills of team members, other Home Office departments, and field leadership, designs, develops, and oversees the implementation of claim policy, processes or procedures
  • Participates in strategy sessions, idea generation and feedback sessions and responsible for aggressive but attainable long-range objectives in assigned area of responsibility

Quality Assurance

  • Drives innovation and improvement in conenction with industry trends, identifying and helping to eliminate barriers to help the field achieve business results
  • Assists in development and implementation of business processes and process improvements based on trend/analytic data
  • Develops requirements and leads design efforts to drive improvements to business results
  • Identifies, analyzes and communicates claim handling trends
  • Oversees administration and development of operational reports, and provides tracking of results for the field
  • Analyzes key metrics daily, weekly, monthly, quarterly, and annually and develops strategies to ensure the field is within acceptable margins for metrics that drive financial and customer service results
  • Performs workflow analysis and identifies process improvement opportunities from multiple sources of data including but not limited to RY triangles, operational reports, phone reports, quality reviews, and other operational metrics
  • Creates and ensures that measurements of process performance and execution exist

Supervisory/People Management

  • Manages Claim Project managers and Claim Analysts and other oversight roles, including performing file and complex case reviews, participating in goal setting and providing coaching, mentoring and formal performance feedback
  • Partners with senior leadership to determine and develop talent management strategies
  • Leads teams in understanding the link between Allstate objectives and their contributions
  • Ensures understanding of business objectives, results, processes, etc. with their direct reports
  • Reviews employee work quality
  • Manages staff and effectively uses performance management to improve and/or reward employee performance 

Job Qualifications

  • Bachelors 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 knowledge of problem solving and preparation of complex reports for analysis
  • Applies highly advanced ability to leverage learned technical skills in support of team objectives
  • Applies highly advanced conflict management and problem resolution skills in managing internal and external customer relationships
  • Applies highly advanced problem solving skills to continuously improve business outcomes
  • Ability to assist leadership in achieving business unit objectives
  • Applies highly advanced knowledge of training facilitation and coaching skills
  • Ability to investigate, evaluate and settle highly complex claims
  • Provides highly advanced individual decision making within authority limits
  • Works within highly complex assignments requiring specialized knowledge in breadth and/or depth in area of expertise
  • 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.

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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.

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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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