Customer Service Team Lead I

Allstate Insurance Company; India; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Allstate Insurance Company in India is seeking a senior leader to guide a team of property claims processing specialists focused on pre-fill activities. You will drive accuracy, adherence to guidelines, and performance improvements while coordinating with cross-functional partners.

You will mentor teams, manage transitions, and champion continuous improvement initiatives to enhance customer experience and operational efficiency.

Qualifications

• Bachelor’s Degree or equivalent experience.
• 7-9 years of related experience in a leadership role.
• Managed a team with 15+ FTE.
• Exposure to voice/back-office/digital support channels is a plus.
• Operational experience in Claims Insurance processing preferred.
• AIC, AINS, CPCU or equivalent insurance certifications preferred.

Responsibilities

• Lead teams of property claims processing specialists and oversee pre-fill activities.
• Review documentation and update fields in claims systems per Allstate guidelines.
• Monitor KPI health, quality of reviews, and claims severity against standards.
• Coordinate training & transition for team scope with Learning & Development partners.
• Collaborate with technology, hiring, training, and quality teams for process improvements.
• Provide regular reports on people, process KPIs and risks to leadership.

Skills

Leadership

Coaching

Customer Experience

Performance Mgmt

Relationship Building

Education

Bachelor’s Degree or equivalent experience

Job description

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description

This job involved leading a team of Property claims processing specialists whose primary role involved in supporting the data entry updates with regards to pre-fill activity. As part of the role the teams review images and documentation received with regards on the claims and as per guidelines update the information into the relevant fields with the systems. Details are shared virtually with the team and the primary responsibility for the specialist is to accurately review the documentation and accordingly update details into the necessary tools and systems. The role would require the lead to aptly scale up towards assessing inputs on the pre-fill template as per Allstate guidelines. Managing tasks and workflows in accordance to set standards and ensuring necessary claims processing guidelines and authority limits are being adhered to through the process. Handling new hire training and transitions for the scope of services. Will need to have a high interest in driving domain certification and effectively collaborate with our Learning and Development partners to execute on industry certifications and training programs. Monitoring the KPI health of the business and ensuring claims severity and quality of reviews meet agreed standards. Interact with stateside partners and provide necessary reporting across people and process KPI’s. Lead teams of high performing individuals, execute on actions and initiatives in line with organization culture. Collaborate across multiple cross functional teams (not limited to Technology, Hiring, Training, Quality). Develop talent and create an environment of trust and motivation in which team can thrive and drive results.

Key Responsibilities

• Ensure knowledge upkeep of the property specialists and adherence to standards and KPI’s
• Proactively identify challenges from a delivery/operational perspective and build out recovery action plans
• Accuracy of line items and Quality of pre-fill meet set standard and increase STP of Claims to downstream teams
• Drive Transformation outcomes through digital and operational levers
• Fair practices to manage tasks and have a Claims ownership mindset
• Continually focusing on enhancing Customer Experience and influencing strategic goals and objectives
• Ensure specialists are adhering to processing guidelines and effectively updating any inputs with regards to the claims with necessary accuracy
• Build expertise within the property claims teams and be able to perform pre-fill tasks with necessary accuracy and efficiency
• Retention of talent is key and ensure all EWS procedures and stability reporting is in place

• Participate in Transition related calls and share relevant updates with regards to the team (Knowledge Transfer/Training Progress Updates/Health review of team)

• Review Inspire and Barometer survey outcomes and build actionable plans to sustain targets

• Optimum resource utilization across the team and actively manage the demand/capacity basis volume inflow
• Conduct process trainings / refresher trainings / Feedback sessions across the team
• Walk the Talk by leading the way with Continuous improvement best practices – rigor with daily huddles, performance/ knowledge management, build resiliency through training etc.
• Initiate Ideation sessions and identify problem areas across the process lifecycle
• Deliver operational efficiencies through defined levers
• Arrange and attend business meetings (in-person/virtually)
• Monthly/Quarterly/Annual Performance tracking and management for people and business with necessary metric/health reporting
• Interact with leadership teams and raise flags on any business/financial risk that is observed in the process
• Mentor and guide team members through our shared purpose behaviors and leadership practices
• Self-grooming from a leadership and domain perspective to drive capability expansion and growth
• Define learning pathways for the team and effectively identify leadership/skilling needs in collaboration with HR and training partners
• Have strong reporting and review in place to effectively elevate issues to stakeholders/leadership
• Adherence to employee engagement processes (1-0-1’s, Development plan building)

Education

• Bachelor’s Degree or equivalent experience

Experience

• 7 - 9 years of related experience
• Managed a team with at least 15+ FTE
• Exposure to handling voice / Backoffice / digital support channels will be an added advantage
• Operational experience handling Claims Insurance processing will be preferred

Supervisory Responsibilities

• This job has supervisory duties.

Education & Experience (in lieu)

• Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
• Applies advanced skill in motivation, organization, training, coaching and facilitation of teamwork
• Applies advanced knowledge of MI creation, MI presentation and showcase relevant team MI team to stakeholders
• Applies conflict management and problem resolution skills
• Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data and advanced knowledge of problem solving and preparation of complex reports for analysis
• AIC, AINS, CPCU or equivalent insurance domain certification will be preferred

Primary Skills

Call Center Management, Coaching, Customer Experience Management, Performance Management (PM), Relationship Building

Shift Time

About Allstate

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Ranked No. 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue, The Allstate Corporation owns and operates 18 companies in the United States, Canada, Northern Ireland, and India. Allstate India Private Limited, also known as Allstate India, is a subsidiary of The Allstate Corporation. The India talent center was set up in 2012 and operates under the corporation's Good Hands promise. As it innovates operations and technology, Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation. With offices in Bengaluru and Pune, the company offers expertise to the parent organization’s business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition.

Learn more about Allstate India here.