Manager Claims Service

Allstate Insurance Company; Canada; On-site; CAD 77,200 - 124,075; Full time

Job summary

Allstate Insurance Company seeks a Manager – Claims Service in Canada to lead a Claims Service team handling First Notice of Loss and customer inquiries. You will oversee Auto and Property claims operations, set service levels, and drive customer experience improvements.

Responsibilities include coaching, performance development, and guiding change initiatives while collaborating with senior leadership. Strong policy knowledge and CIP progress are expected.

Qualifications

• University degree or college diploma required with CIP designation or progress toward CIP.
• Strong understanding of insurance policies, coverage, regulation and claims processes.
• Analytical skills to identify patterns and generate reports; capable of solving complex problems.

Responsibilities

• Manage a team of Claim Service Representatives and oversee FNOL and inquiries.
• Lead performance management, coach staff, and ensure service levels and quality.

Skills

People management

Coaching

Leadership

Conflict management

Negotiation

Performance development

Education

University degree/college diploma

CIP or working toward CIP designation

Job description

Job Title

Manager – Claims Service

Overview

Accountable for leading a team of Claim Service Representatives, handling First Notice of Loss (FNOL) and customer inquiry calls to maximize results and deliver on the customer experience. Oversees day‑to‑day operations of the team to ensure both Auto and Property customers are assisted.

Accountabilities

• People Management – 60%: Strategically collaborate with Director and Senior Manager, maintain user service levels, distribute workload, lead huddles, coach, oversee quality, manage performance plans, plan salary for direct reports.
• Operational – 40%: Manage and resolve escalated customer communications, review key metrics, improve claims processes, review quality assurance results, provide feedback, lead change initiatives, participate in industry committees, identify improvement areas and provide solutions.

Qualifications

• 5+ years of related experience.
• Advanced knowledge of insurance policy, coverage, regulation; claim processes, policies, procedures, systems; liability and legal compliance.
• Analytical skills to reconcile, manipulate, and recognize data patterns; problem‑solving and complex report preparation.
• Advanced conflict management and problem resolution in internal and external relationships.
• Change management experience.
• University degree/college diploma; CIP or working toward CIP designation.

Skills

• Claims processing, coaching, conflict management, employee supervision, leadership, negotiation.
• People management, performance development, performance management.
• Compensation.

Compensation

Expected annual salary ranges from $77,200.00 to $124,075.00, based on skills and experience.