Manager Claims Service

Allstate Northern Ireland Limited; Canada; On-site; CAD 77,200 - 124,075; Full time

Job summary

Allstate Northern Ireland Limited in Canada seeks a Manager – Claims Service to lead a team of Claim Service Representatives, oversee FNOL handling, and drive customer experience for Auto and Property. You will manage day-to-day operations, coach staff, monitor metrics, and implement process improvements while collaborating with Directors to align service levels and performance goals.

The role emphasizes change management, staff development, and delivering consistent, quality responses to

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.

Responsibilities

• People management – lead and coach a team of Claim Service Representatives, manage workload and performance.
• Operational – manage escalated customer communications, monitor metrics, identify improvement areas and implement changes.

Skills

Claims processing

Coaching

Conflict management

Employee supervision

Leadership

Negotiation

Education

University degree/college diploma

CIP designation or in progress

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.