Allstate India - Team Lead - Customer Service - Blended Process

About Allstate:

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.

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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.

Implement and Monitor 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 - 12 years of experience and 2 - 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).