Senior Claims Service Manager: Lead, Coach & Optimize FNOL

Allstate Insurance Company; Canada; On-site; CAD 77,000 - 124,000; Full time

Job summary

Allstate Canada Group is seeking a Manager Claims Service to lead a team of Claim Service Representatives handling FNOL and customer inquiries, ensuring Auto and Property customers receive timely, accurate support.

You will work with Directors and Senior Managers to coach staff, review metrics, and drive process improvements to strengthen the customer experience. A university degree or CIP is preferred, with 5+ years in claims and leadership.

Qualifications

• 5 or more years of related experience
• Advanced knowledge of insurance policy, coverage, and regulation
• Claim processes, policies, procedures, claim systems, liability, and adherence to applicable legal compliance standards
• Analytical procedures to reconcile, manipulate, and recognize patterns of data
• Problem-solving and preparation of complex reports for analysis
• Knowledge of Auto and Property Insurance
• Advanced conflict management and problem resolution skills in managing internal and external customer relationships
• Change Management experience in driving results

Responsibilities

• Lead a team of Claim Service Representatives and oversee FNOL and customer inquiries
• Review key metrics and operational reports to monitor team performance and drive improvements
• Provide coaching, feedback, and Performance Development Plans to staff
• Coordinate change initiatives with Senior Manager to ensure consistent messaging
• Participate in industry committees and identify areas for improvement

Skills

Claims processing

Coaching

Conflict management

Employee supervision

Leadership

Negotiation

People management

Performance development

Performance management

Education

University Degree/College Diploma

CIP or working towards CIP designation

Job description

Allstate Canada Group is seeking a Manager Claims Service to lead a team of Claim Service Representatives handling FNOL and customer inquiries, ensuring Auto and Property customers receive timely, accurate support.

You will work with Directors and Senior Managers to coach staff, review metrics, and drive process improvements to strengthen the customer experience. A university degree or CIP is preferred, with 5+ years in claims and leadership.