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Job ID :
95369
Location :
Northbrook, IL US
Level :
Manager
Job Category :
Claims
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

Allstate has a great opportunity to manage the oversight of 9 different claims hubs throughout the US.  The position will be open for a virtual or home office employee and will require up to 50% travel. 

 

PURPOSE OF THE POSITION

The Manager, Workforce Management is responsible for leading a team of associates that support the workforce management needs of multiple stakeholders (CSAs, MCOs, Internal business partners) including planning staffing, forecasting, scheduling, contingency planning, intraday monitoring and analysis.  They are required to understand the broader direction of each business unit supported. The Manager is responsible for providing coaching as a means of enhancing each associate’s knowledge, skills, and abilities. The position utilizes data to enhance client service, manage workflow, make changes to the business and establish an environment focused on delivering an exceptional customer experience. The position manages and leads key activities within the team and may do some general training.  They serve as a liaison with our Auto Claim Line Management partners to design & deliver consistent processes within the Continuous Improvement structure. The Manager also serves as a subject matter expert for forecasting, planning, reporting and workflow staffing needs for the business units and serves as an expert for more complex forecasting/staff plans with a high degree of complexity. The position may be called upon to support projects and special assignments at the discretion of the Lead Manager.  As the business continues to grow across nine primary locations, centralized management is required to ensure that staffing resources are properly utilized and consistent with the goals of the business unit.

 

PRINCIPAL RESPONSIBILITIES

Managing and Leading Others

  • The Manager, Workforce Management leads the recruitment, management and development of associates within Centralized Dispatch build and develop a high performing team to deliver on and exceed client / customer expectations. Provides a clear mission and shared direction, motivates and engages team members, and mobilizes them to achieve greater commitment and success.
  • The Manager, Workforce Management is responsible for building, coaching, measuring and evaluating a high performance team.  Has accountability to collaborate with peers.  Ensures associates are receiving regular evaluative and developmental coaching focused on improving the overall performance of the team and individual performance.  The manager is responsible for ensuring appropriate performance management, use of development plans and applying corrective action in a consistent and fair manner.
  • Creates a collaborative environment in which associates are encouraged to voice ideas and concerns.  The Manager, Workforce Management will maintain a high level of communication with their direct reports, management team and associates through regular one-on-one meetings and sit-in sessions to make the team aware and focused on business priorities, report on progress, and allow associates an opportunity to provide input and feedback. The manager is responsible for creating a collaborative team dynamic that is focused on inclusive decision making, enabling open and honest dialogue.

 

Job Description

Business Leadership

  • The Manager, Workforce Management partners with their Lead Manager to ensure that the team is providing workforce management support that aligns with the needs of the various lines of business supported on an annual, monthly, daily and intra-day level.
  • The Workforce Manager serves as the primary support resource for their team. Manages resource allocation activities within team and handles escalated client needs. They will interact with internal partners, vendors or client partners to support routine production needs.  Supports broader project teams at the Lead Managers discretion.  Must understand the workflow and business to represent department and process improvement opportunities and offer potential solutions.
  • Identify problems and pertinent issues that arise that pertain to forecasting, planning, staffing or intraday management, while developing solutions.   Accountable for using metrics and reports to improve business performance and make recommendations to Lead Manager and others.  Adopts new procedures and systems and acts as a change agent and early adopter in support of like initiatives.
  • Ensures broad and consistent application of department policies and procedures.  Leads process improvement initiatives as needed on the team.  Stays abreast of industry trends through training classes, seminars and applied “lessons learned” sessions.  Actively seeks guidance from peers and managers on workforce management related issues and reads relevant industry materials.

Workforce Management Subject Matter Expert

  • Serves as a leader for Workforce Management capabilities for the WPM team.  Attends industry conferences and participates in networking activities on Workforce Management.
  • Responsible for ensuring proactive analysis of staff utilization to increase efficiencies within the business units. Assesses areas of improvement and works with Analyst team to provide recommendations and partner with the business to execute the plans.
  • Ensures that team is using historical data and current trends to identify the need for schedule realignments.  Serves as point of contact for business partners to gain agreement and fully understand their expectations and goals. Conducts monthly meetings with the business managers to inform them of the plans and to seek agreements on priorities and future directions. Manages special projects and analysis for CD that requires in-depth knowledge of forecasting, staffing and the operations of the business units supported.
  • Uses advanced knowledge of staff modeling & applies those skills to create more complex analysis for the business unit utilization. Coaches and mentors team in areas of expertise.

Drive Business Forward:

  • Evaluates performance methods and ability of department to provide work that helps businesses with strategic benefits. Partners with Sr. Management towards implementing new organizational structures and programs as they relate to staffing.
  • Identifies areas of opportunity to improve efficiencies within the schedule management processes and delivering valuable data to WPM & the contact center. Identifies short and long term strategies to achieve departmental goals and challenges team to do the same.

Job Qualifications

QUALIFICATIONS

  • College degree preferred
  • Acts independently to perform core responsibilities with little or no direct supervision
  • Proven ability to make sound decisions
  • Ability to escalate and consult with managers to make decisions consistent with TRP
  • Experience managing risk
  • Proven capability to proactively and urgently address problems
  • Conflict management skills
  • Strong written and verbal communication skills
  • Analytical skills
  • Project management skills
  • Training and facilitation skills
  • Intermediate to advanced MS Excel and MS Access experience
  • Prior supervisor experience
  • Workflow Management Experience
  • Prior workforce management experience


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.

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

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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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