Customer Service Team Lead I ( Blended)

Allstate Corporation; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Allstate in Pune is seeking an experienced people leader to manage a team responsible for investigating and processing complex policy administration transactions, ensuring adherence to guidelines and delivering department goals.

Ideal candidates have 8–12 years of experience, with 2–3 years in people management, and strong skills in coaching, customer experience, and performance management. This on-site role offers growth in a large insurer’s operations.

Qualifications

• Graduate/PG from a UGC recognized institute and equivalent work experience of 8 to 12 years and 2 to 3 years of people management experience.

Responsibilities

• Manages/leads front-line nonexempt employees (Allstate/vendor partners).
• Implements the Performance Management and Progressive Discipline Processes.
• Writes and administers Progress Development Summaries, evaluates employee potential and recommends promotions/merit increases/terminations.
• Interviews and selects job candidates.
• Creates a positive and satisfying work environment through recognition, empowerment, listening, diversity, and role modeling.
• Administers HR guidelines and policy and resolves issues related to these policies.
• Acts as a resource to front-line managers on issues relating to management of front-line employees/units.
• Recommends training and education programs to enhance associates knowledge and development.
• Provides information to employees and management; participates in/ leads meetings; creates complex reports and business cases.
• Facilitates meetings with stakeholders, customers, and vendors to address/work issues.
• Assists employees in interpreting internal/external departmental information.
• Manages workflow by directing resources and planning; ensures unit goals are met.
• Leads projects of moderate complexity; documents progress with key metrics; communicates status to leadership.
• Implements and monitors plans; analyzes budgets; contributes to strategic plans; identifies future tech and systems.

Skills

Call Center Management

Coaching

Customer Experience Management

Performance Management

Relationship Building

Education

Graduate/PG from a UGC recognized institute

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

The person would be responsible for managing a team of Associate / Sr. Associate, responsible for investigating and processing complex policy administration transactions, by following defined guidelines laid down by the process Demonstrates a broad knowledge for leading/managing all facets of assigned team and handles the achievement of department / enterprise goals and objectives, programs, policies, and procedures in a business area gained through experience and training. Provides functional, procedural, or strategic guidance to create value, maximize growth and improve business performance for the organization.

Job Responsibilities

Lead People Resources

• Manages/leads front-line nonexempt employees (Allstate/vendor partners).
• Implements the Performance Management and Progressive Discipline Processes.
• Write and administer Progress Development Summaries, evaluate employee potential and recommend employee promotions, merit increases, or terminations.
• Interviews and selects job candidates.
• Creates a positive and satisfying work environment through the use of recognition, empowerment, listening, valuing diversity, and acting as a role model for others.
• Administer Human Resources guidelines and policy and resolves employee’s issues and concerns regarding these policies.
• Is a resource to other front-line managers on issues relating to the management of front-line employees/units.
• Recommend training and education programs to enhance associates knowledge and development.

Communicates Information

• Provides information to employees and management participates in and leads meetings, and creates complex reports, proposals and business cases.
• Facilitate and /or attend meetings with stakeholder, customers, and vendors to address and/or resolve work issues.
• Assist employees in interpreting internal and external departmental information.

Develop and Coordinate Workflow

• Manages front-line employees by providing appropriate direction, coordinating unit activities, monitoring employee/unit performance, formulating and implementing action plans, recommending work procedures, and directing workflow.
• Anticipates workflow levels through effective planning and is able to adjust resources to ensure work is completed and unit goals are met.
• Perform compliance or other quality spot-checks.
• Serve as a technical resource to staff questions regarding procedures and customer inquiries.

Leads/Manages Projects

• Leads projects of moderate complexity that require the coordination of multiple resources.
• Documents progress of project to include key measurements and opportunity areas.
• Communicates the status of projects to leadership team and key stakeholders external to the department.
• Understands and operates software and/or hardware necessary of position.
• Coordinates repair/replacement and preventative maintenance needs.

Implements and Monitors Plan

• Prepare analysis of budgetary, expense, and quality control.
• Contribute and implement strategic plans into work unit to achieve stated objectives and goals.
• Assist with the identification of future technology and systems, develop information management tools, documents, and reports to effectively manage results.

Experience

Graduate/PG from a UGC recognized institute and equivalent work experience of 8 to 12 years of experience and 2 to 3 years of people management experience.

Primary Skills

• Call Center Management
• Coaching
• Customer Experience Management
• Performance Management (PM)
• Relationship Building Shift Time Shift C (India)

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. At Allstate, we work hard to help people live a good life every day. Allstaters are dedicated to serving clients, customers, and communities, which allows employees to find meaning and value in their work. Allstate offers an environment that fosters innovative thinking where you’ll be able to explore your ideas and feel proud of the work you do. Allstate helps protect nearly 16 million households with auto, home, life, and retirement products. We want every professional connected to Allstate to be committed to giving our customers the best and that means finding the best talent. We want you to be our next great addition.