Liability Delivery Senior Manager (Elkridge, MD) -- Hybrid

Posted on Aug 25 Baltimore, MD 3 views

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 Liability Leadership Function is reserved for individuals who develop claims strategy, administer quality management initiatives, and administer change management initiatives. Liability 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 Liability Delivery Senior Manager is responsible for designing, developing, and implementing projects and initiatives within the Liability Line of Business discipline that aligns with Claims strategic direction and supports strategic goals.  The Liability Delivery Senior Manager manages a hybrid/remote workforce, including leading, training, inspiring, engaging and motivating leaders and 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.


This position is a Hybrid role. Employees who are designated as hybrid will have a flexible schedule of in-office (Elkridge, MD) and at-home days.

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 front-line Claim Service Leaders (CSL) and virtual Claim Office in alignment with the Liability Line of Business and enterprise priorities
  • 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 Claim 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
  • Encourages and motivates team to achieve compassionate customer service, operational performance goals, and established 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
  • 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 
  • 10+ years Liability experience
  • 5+ years Claims leadership experience; experience leading inside adjusters preferred  
  • Strong decision-making skill and ability and willingness to make decisions
  • High aptitude to learn the unique roles of litigation, representation, appraisal, condo.
  • Applies highly advanced knowledge of insurance policy, coverage, and regulation
  • Strong ability to apply the policy to various claim/fact scenarios - ability to understand and apply policy is critical.
  • Strong analytical and problem-solving skills. Ability to review lawsuits and provide recommendations in partnership with key stakeholders as to the viability of a negotiated settlement versus continued litigation
  • Ability to influence, to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
  • 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

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


Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.


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


Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.


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It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.

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