Team Lead - Operations
Allstate
- Bangalore, Karnataka
- Permanent
- Full-time
- 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)
- Bachelor's Degree or equivalent experience
- 7 - 9 years of related experience
- Managed a team with at least 15+ FTE
- Managed / Worked in Underwriting / Adjudication processes
- Exposure to handling voice / Backoffice / digital support channels will be an added advantage
- Operational experience handling Claims Insurance processing will be preferred
- AIC, Chartered Property Casualty Underwriter (CPCU), or equivalent preferred