Senior Claims Operations Manager

4 weeks ago


Pune, Maharashtra, India Allstate Benefits Full time

Key Responsibilities:

As a Customer Service Operations Manager at Allstate Benefits, you will be responsible for making and maintaining a connection with customers by understanding and meeting their needs. This involves serving customers with empathy and following up to ensure their needs are met. Additionally, you will manage, research, and resolve complex customer communications, concerns, conflicts, or issues.

Key Responsibilities (continued):

You will also be responsible for reviewing customer satisfaction results, recommending, designing, and implementing personal and business unit action plans. This includes auditing calls and providing feedback to claim handlers on the production floor. Furthermore, you will conduct interviews to identify trainable candidates and manage a team of 15-20 front-line employees by providing appropriate direction, coordinating unit activities, monitoring employee/unit performance, formulating, and implementing action plans.

Operational Management:

You will identify issues and potential solutions on all aspects of the claims business, gather, analyze, and evaluate complex claim processes or procedures, and obtain facts and explain complex information. Additionally, you will assist leadership in developing strategies for operational improvement and participate in the implementation of process improvement, operational performance, and effectiveness programs and changes.

Training and Development:

You will participate in assessing unit needs for training and development, win input from more experienced Team Leads/FLB, provide coaching/mentoring and feedback, and may lead training. This role requires a bachelor's degree or equivalent experience and 7-13 years of related experience. The ideal candidate will have strong leadership and communication skills, with the ability to motivate and coach a team of front-line employees to deliver exceptional customer service. The Customer Service Operations Manager will be responsible for driving business outcomes, improving processes, and developing training programs to enhance associate knowledge and development.



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