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Who is Allstate:
Allstate Insurance Company of Canada is a leading home and auto insurer focused on providing its customers prevention and protection products and services for every stage of life. Serving Canadians since 1953, Allstate strives to reassure both customers and employees with its “You’re in Good Hands®” promise and is proud to have been named a Best Employer in Canada for nine consecutive years. Allstate is committed to making a positive difference in the communities in which it operates through partnerships with charitable organizations, employee giving and volunteerism. To learn more, visit www.allstate.ca. For safety tips and advice, visit www.goodhandsadvice.ca.
Through our Employee Value Proposition, we have worked hard to develop and nurture a culture where employees feel valued, experience personal growth, have career options and truly enjoy the work they do.
Role Designation: Hybrid
Benefits to joining Allstate
- Flexible Work Arrangements
- Employee discounts (15% on auto and property insurance, plus many other products and services)
- Good Office program (receive up to 400$ back after purchasing office equipment)
- Student Loan Payment Matching Program for Government Student loans
- Comprehensive Retirement Savings Program with employer matched contributions
- Annual Wellness allowance to support employees with improving health and wellbeing
- Personal reflection day
- Tuition Reimbursement
- Working within the community and giving back
Job description:
The Director, Service Delivery is accountable for ensuring consistent and effective delivery of customer service to the highest standards of quality. Working closely with other business areas, the Director will set the overall service delivery strategy and continually identify opportunities for improvement. As part of the Service Leadership team, the Director, Service Delivery will lead a team of service professionals across multiple provinces.
Accountabilities:
- Understand, develop and focus on driving the right behaviors that lead to an optimal customer experience through the use of customer feedback to achieve service target results
- Manage and resolve escalated customer communications, concerns, conflicts, or issues in a timely manner
- Lead, engage and develop a high-performing service delivery team, ensuring they have the necessary training and resources to excel in an omnichannel environment
- Monitor demand and capacity and manage capacity pressures
- Work collaboratively with other AORs to design, deliver and execute on solutions, recommendations, and tactics to improve results
- Continuously iterate operating model and structure for optimal performance
- Work collaboratively within Service and other business areas to proactively identify service trends and insights, potential impacts both financially and operationally and offer solutions to adverse trends
- Develop strategies to monitor budgets, operational plans, and performance
- Leverages analytics to support decision making on strategic direction and alignment with business priorities
- Leads change management efforts within area by gaining alignment, buy in and support within discipline initiatives and other change related efforts
- Improve key performance results including NPS, employee engagement and performance, as well as retention
Qualifications :
- Minimum 10 years of experience in relevant roles
- Minimum 5 – 7 years of leadership/management experience in a contact center environment, with a background in digital and omnichannel distribution strategies
- Excellent leadership and team management skills, with the ability to inspire and enable transformation
- Strong business acumen and analytical mindset to drive decision-making and improve customer service capabilities
- Experience delivering outstanding customer service
- Ability to interact effectively with internal or external customers and act with empathy
- Strong influencing skills with the ability to embrace and demonstrate change management
- Highly developed verbal and written communication skills with a demonstrated ability to present information in an organized, logical and effective manner to a wide variety of audience
- Post-secondary education in a related field
- Maintains all appropriate licenses and registrations for the role per provincial requirements
Bonus qualifications:
- Experience leveraging telephony technology such as Genesys is an asset
- CIP designation or working towards completion is an asset
Allstate Canada Group has policies and practices that provide workplace accommodations. If you require accommodation, please let us know and we will work with you to meet your needs.
