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 prospect 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.

Implements and Monitors 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 to 12 years of experience and 2 to 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)

📌 Customer Service Team Lead I ( Blended) (Pune)
🏢 Allstate India Private
📍 Pune