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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

This Centralized Dispatch organization is responsible for managing demand and capacity of countrywide inspections.


Job Summary                                                                                                                                                 

This position will lead the dispatch organization responsible for managing demand and capacity of countrywide inspections. This role includes contributing to the achievement of business performance objectives, superior customer service, quality, operational and expense management within claims. The individual is also responsible for human resources duties, including resource management, hiring, performance management, talent development and compensation planning. The individual interacts with and influences peer Regional Claim Leaders across lines as well as Home Office Design and Quality Assurance counterparts toward achieving optimal business outcomes.


Key Responsibilities

Customer Service

  • Ensures and enables staff to maintain a connection with the customer by understanding and meeting their needs, serves the customer with empathy and follows up to ensure that customer needs have been met.
  • Manages and resolves escalated customer communications, concerns, conflicts or issues.
  • Influences peer line leaders toward achieving customer experience outcomes.


Strategic and Operational Management

  • Provides guidance to Dispatch Leaders on setting and managing market parameters and configuration.
  • Collaborates with Field Leaders (CFDs and RCLs) to maintain a proper balance of staff to achieve business results and resource continuity.
  • Establishes guidelines and oversees workload balancing to ensure optimal levels of resource capacity utilization and service levels.
  • Drives consistency to standard processes by identifying opportunity areas and creates action plans to improve.
  • Leads improvement by performing as a business partner to coordinate activities, identify barriers and help eliminate barriers to achieve business results.
  • Leverages predictive analytics to align staffing with business needs.
  • Collaborates across Claims areas and other AORs to identify workflow-related business issues, analyze results, and drive continouous improvement in quality, customer service and efficiency.
  • Collaborates with Claims Line Management to support new processes, technology projects and solutions through delivery and post-implementation to achieve key business results.
  • Creates and distributes field-level communications for consistent and timely delivery of needed information.
  • Responsible for CAT/event coordination to ensure response is proper and interacts with catastrophe team resources as appropriate.
  • Manage compliance to local market regulations.


Supervisory / People Management

  • Leads change management by being inspirational and motivational.
  • Creates a productive and supportive work environment of highly engaged employees (virtual or on-site) who create highly satisfied customers.
  • Leads teams in understanding the link between Allstate objectives and their contributions.
  • Manages staff and effectively uses performance management to improve and/or reward employee performance.
  • Oversees Dispatch talent development/succession efforts to ensure a ready-now candidate pool meets business needs.
  • Effectively coaches and provides development/career guidance for all direct reports.
  • Assists with performance management, compensation planning, education strategy, and any deployment plans for the dispatch employees.


Job Qualifications

  • Bachelors degree in related field or equivalent experience
  • Highly advanced skill in motivation, organization, training, coaching and facilitation of teamwork
  • Highly advanced conflict management and problem resolution skills in managing internal and external customer relationships
  • Highly advanced individual decision making within authority limits
  • Highly advanced knowledge of problem solving and preparation of complex reports for analysis
  • Highly advanced problem solving skills to continuously improve business outcomes
  • Experience with scheduling, dispatch and/or workforce management operations (preferred)
  • Experience with 3rd  party scheduling and/or workforce management systems (preferred)
  • Travel required
  • Demonstrates ability to lead virtually (preferred)
  • Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
  • Advanced knowledge of claim processes, policies, procedures, claim systems, coverage, liability, and/or settlement, and adherence to applicable legal compliance standards
  • Advanced industry knowledge to discipline practices, including best practices, to support the business unit
  • Advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data
  • Ability to assist leadership in achieving business unit objectives
  • Advanced knowledge of insurance policy, coverage, and regulation


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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