Claims Property Delivery Service Manager- Remote/Home Based Worker

Posted on Apr 7 290 views Northbrook, IL

The world isn’t standing still, and neither is Allstate. We’re moving quickly, looking across our businesses and brands and taking bold steps to better serve customers’ evolving needs. That’s why now is an exciting time to join our team. You’ll have opportunities to take risks, challenge the status quo and shape the future for the greater good.

You’ll do all this in an environment of excellence and the highest ethical standards – a place where values such as integrity, inclusive diversity and accountability are paramount. We empower every employee to lead, drive change and give back where they work and live. Our people are our greatest strength, and we work as one team in service of our customers and communities.

Everything we do at Allstate is driven by a shared purpose: to protect people from life’s uncertainties so they can realize their hopes and dreams. For more than 89 years we’ve thrived by staying a step ahead of whatever’s coming next – to give customers peace of mind no matter what changes they face. We acted with conviction to advocate for seat belts, air bags and graduated driving laws. We help give survivors of domestic violence a voice through financial empowerment. We’ve been an industry leader in pricing sophistication, telematics, digital photo claims and, more recently, device and identity protection. We are the Good Hands. We don’t follow the trends. We set them.

Job Summary

The Leadership Function is reserved for individuals who develop claims strategy, administer quality management initiatives, and administer change management initiatives. Field Leadership is responsible for the operation, strategy, profitability, and growth of one or more lines of business, the coordination of functions, and the development or implementation of policies.

The Delivery Service Manager (DSM) is responsible for designing, developing, and implementing projects and initiatives with their asigned field discipline that aligns with Claims strategic direction and supports strategic goals. The DSM manages the operations of a Centralized Services Office (Property Virtual Claims Center- PVCC), including leading, training, inspiring, engaging and motivating up to 15 Claims Service Leaders and their employees in one or more business segments with a focus on collaboration, innovation, and customer centricity. The individual analyzes results and develops strategies and action plans to lead the office in the achievement of operational goals related to customer service, loss cost management, and expense controls. The individual is responsible for complex claim decisions, identification of hiring, training, and succession planning opportunities, and the development and implementation of short and long term strategies and process improvements to achieve corporate financial outcomes. The individual is also accountable for human resources duties, including resource management, hiring, performance management, talent development and compensation planning.

Key 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; develops and directs business unit action plans
  • Develops business strategies that ensures a focus on customers

Administration and Operational Management

  • Establishes operational strategies, goals and objectives for Claim Service Leaders (CSL) and the Centralized Services Offiice in alignment with business and corporate goals
  • Develops strategies and opportunities for operational improvement
  • Compiles and analyzes key metrics and operational reports and develops action plans to improve claims processes and customer service to sustain existing customer base and attract new customers
  • Collaborates with other AORs to define, develop and implement recommendations for operational, loss cost, and/or expense reduction improvements
  • Assures Centralized Services Office compliance with company policies, procedures and reporting requirements
  • Ensures compliance to company, state, and federal compliance rules and regulations
  • Identifies issues and potential solutions on all aspects of the claims business

Supervisory/People Management

  • Creates a productive and supportive work environment of highly engaged employees who create highly satisfied customers
  • Fosters a collaborative environment that inspires and motivates a large number of employees
  • Directs and analyzes workflow and determines hiring and staffing needs
  • Encourages and motivates team to achieve compassionate customer service, operational performance goals, and established Centralized Services goals
  • Manages and monitors human resources including employee training, recruitment, development and evaluation; recommends promotions, merit increases, succession planning, and terminations, and advises on opportunities for improvement, training, and development
  • Partners with senior leadership to determine and develop talent management strategies
  • Effectively coaches and provides development/career guidance for direct reports
  • Leads teams in understanding the link between Allstate objectives and their contributions
  • Leads and implements change management initiatives for the Centralized Services Office
  • Communicates business trends and issues to employees
  • 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
  • Administers company Human Resources policies
  • Bachelors degree in related field preferred or equivalent experience
  • Minimum of 5 years leadership experience
  • Property leadership experience preferred
  • Prior claims experience highly preferred
  • Ability to influence, 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
  • Applies highly advanced knowledge of problem solving and preparation of complex reports for analysis
  • Applies highly advanced ability to leverage learned technical skills in support of team objectives
  • Applies highly advanced negotiation and/or arbitration skills
  • Applies highly advanced conflict management and problem resolution skills in managing internal and external customer relationships
  • Applies highly advanced problem solving skills to continuously improve business outcomes
  • 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
  • Introduces and leads change effectively
  • 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
  • Has and maintains all appropriate licenses and registrations for the role per state requirements
  • Applies advanced skill in motivation, organization, training, coaching and facilitation of teamwork

The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.


Good Work. Good Life. Good Hands®.


As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy. For a full description of Allstate’s benefits, visit

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Allstate generally does not sponsor individuals for employment-based visas for this position.


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