Associate Manager

1 month ago

Pune, India Allstate Insurance Company Full time
Job Responsibilities

Customer Service
Ensures and enables staff to maintain a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met 
Manages and resolves escalated customer communications, concerns, conflicts or issues 
Reviews customer satisfaction results; celebrates achievements and develops and directs business unit action plans as needed

 

Supervisory/People Management
Creates a productive and supportive work environment of highly engaged employees who create highly satisfied customers
Ensures understanding of business objectives, results, processes, etc. with their direct reports
Reviews employee work quality and interactions with customers through conducting ride-alongs or sit-alongs and file reviews
Manages staff and effectively uses performance management to improve and/or reward employee performance
Participates in checkpoints, goal setting, and PDS's
Completes performance corrective action plans and coaches employees on performance or behavior opportunities
Interviews potential employees
Monitors staffing levels and workloads
Effectively coaches and provides development/career guidance for direct reports 
Administers company Human Resources policies

 

Administration and Operation Management
Ensures compliance to company, state, and federal compliance rules and regulations
Participates with leadership in developing strategies for operational improvement 
Defines, analyzes and tracks department, section, and/or unit measures
Analyzes unit reports and supports the achievement of business unit objectives
Identifies issues and potential solutions on all aspects of the claims business
Develops and manages processes to ensure delivery of compassionate service that is fast, fair and easy
Ensures adherence to empathetic and responsive customer service in all transactions

 

Administration and Operation Management
Bachelors' degree in related field preferred or equivalent experience
Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
Applies highly advanced knowledge of insurance policy, coverage, and regulation
Applies advanced knowledge of claim processes, policies, procedures, claim systems, coverage, liability, damage estimating, and/or settlement, and adherence to applicable legal compliance standards
Applies advanced industry knowledge to discipline practices, including best practices, to support the business unit
Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data and knowledge of problem solving and preparation of complex reports for analysis
Applies highly advanced negotiation and/or arbitration skills
Applies highly advanced conflict management and problem resolution skills in managing internal and external customer relationships
Ability to assist leadership in achieving business unit objectives
Applies highly advanced knowledge of training facilitation and coaching skills
Ability to investigate, evaluate and settle highly complex claims
Provides highly advanced individual decision making within authority limits
Works within highly complex assignments requiring specialized knowledge in breadth and/or depth in area of expertise

 

Knowledge/Experience of Auto, Recovery and Subrogation will be preferred
 

Shift Timing

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