Team Leader - Operations

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 estimating and pre-fill claims specialists / Property claims processing specialists responsible for property damage assessments from defined peril types / payments and adjuster task support. The teams evaluate the extent of the damage basis images and documentation received from the vendors/insured. Damage details are shared virtually with the team and the primary resposibility for the speciaist is to accurately identify the damage and accordingy create a sketch of the damage an update details into the necessary tools and systems. The role would require the lead to aptly scale up towards estimating and assessing damage as per Allstate guidelines. Managing tasks and workflows inaccordance to set standards and ensuring necessary claims processing guidelines and authourity 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 LPI health of the business and ensuring claims severity and quality of estimating reviwes meet afreed 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:

• Primary responsible to manage Property Pre-fill / property technical support teams
• Conduct Technical reviews / Audits for the teams & provide coaching accordingly
• Might have to Investigate claim, gather evidences, determine liability, negotiating settlements, and communicate with all parties involved in the claims process – If required
• Identifying / accomplishing cross skilling opportunities withing the teams on various tasks & perils
• Work/collaborate with Onshore adjusters to close /conclude claims virtually
• Develop teams Estimation Accuracy by collaborating with the onshore SME’s
• Establish technical criteria on Claims, collaborate with technical teams to promote best in class quality of estimate and service
• Ensure knowledge preservation of the estimating specialists and adherence to estimating standards and KPI’s
• Estimate Accuracy and Quality of technical estimate and pre-fill meet set standard and increase STP for estimates to adjusters
• Ensure specialists are adhering to estimation guidelines and effectively identifying damage with necessary accuracy (scripting, Material identification, missed damages)
• Build expertise within the property claims teams and be able to perform estimating 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 escalate issues to stakeholders/leadership
• Adherence to employee engagement processes (1-0-1’s, Development plan building)

Primary Skills

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

Shift Time

Recruiter Info

Ms. Vibha Chaturvedi

[email protected]

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. And one where you can impact the future for the greater good.  

You’ll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we’ve proven that Allstate empowers everyone to lead, drive change and give back where they work and live. 

Good Hands. Greater Together.

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.