Operational Workflow Analyst Jobs

Considering the current events, Allstate will be conducting virtual interviews and has made arrangements for new hires to work remotely till its deemed safe to return to office.

Through our core values, Opportunity, Flexibility, Community, Diversity and Family, we have worked hard to develop and nurture a culture where employees feel valued, experience personal growth, have career options and truly enjoy the work they do.

Benefits To Joining Allstate

• Opportunity for career development and growth.
• We work a 37.5-hour work week, and we are proud to offer work from home opportunities once you have demonstrated knowledge and the required skills.
• Working within the community and giving back!
• Complete Group Benefits Program customizable to your needs

Responsibilities

Reporting to the Manager, Operational Workflow within the Allstate Sales and Service department, you will be responsible for supporting the achievement of Allstate Canada Group’s (ACG’s) short- and long-term Mission, Vision and strategic objectives by

Our team is growing, and we are actively looking to hire an Operational Workflow Analyst to join our team! Reporting to the Manager, Operation Effectiveness within Distribution Design and Delivery department, you will be responsible for supporting the achievement of Allstate Canada Group’s (ACG’s) short- and long-term Mission, Vision and strategic objectives by:

Contributing to the design, validation, configuration and support of Operations workflow processes and tools used across the Brand Sales & Service department. This position will collaborate with various Stakeholders and Product teams to funnel direction and feedback on design and enhancements to various platforms and systems(Telephony, Service Now, etc)

Accountabilities:

• Collect information from various sources to effectively send cohesive content for distribution
• Develop content for use in training/knowledge base and partner with support teams on ‘train the trainer’ sessions
• Partner closely with I.T. to create and enhance call flows, IVR and Agent Workflows(Service Now) and processes.
• Elicit and distribute information through focus groups, surveys, Knowledge Transfers, training sessions (train the trainer) and 1:1 communication
• Analyze and document value streams and agent journeys to uncover opportunities for improved processes and practices.
• Collaborate with various ACG departments to identify and enhance standardized processes and workflows to maximize efficiency and quality.
• Design efficient and effective standards for workflow using various tools (e.g. MS-Teams, Visio, Service Now, Jira/Confluence) ensuring Stakeholders use them to streamline collaboration with each other and operational support teams.
• Other duties and special projects as assigned
• Identify stakeholders and bring them together to understand what they need to know, what changes are happening, communicate findings, and Document and communicate the progress of deliverables to include key measurements, opportunity areas and risk assessments to management team and key stakeholders/partners.
• Notify appropriate individuals of opportunities and make recommendations for solutions
• Contribute to creation and maintenance of team Standard Operating Procedures and policies
• Develop and enhance KPIs to measure targeted action

Qualifications & Experiences:

• 3-5 years working with Avaya CMS or other Telephony systems/platforms
• Background in P&C Insurance and CIP certification an asset
• Experience with any of the following applications: ServiceNow, CommunityWFM, Policy Administration systems, Claims systems, HRMS Systems
• Highly self-motivated and able to prioritize well
• Ability to communicate key information succinctly and clearly to audiences of various sizes and organizational levels.
• Experience with Microsoft Suite with an emphasis on O365 version (SharePoint, MS Teams, OneDrive for Business, etc.). Microsoft Visio an asset
• Experience with Lean-Agile methodologies (Jira, Confluence, Scrum, Kanban, CI, SAFe, etc.) considered an asset
• Experience designing/documenting call flows, taking business requirements, translating to technical requirements, and vice versa.
• Experience facilitating focus groups, train the trainer experiences, and retrospectives
• Experience defining and documenting business processes and capabilities. Value stream mapping and customer journeys considered an asset.
• 3-year College Diploma or University Degree in Business or Technology related field, or combination of education and experience.
• Experience working successfully on a geographically distributed team from home.

Allstate Canada Group has policies and practices that provide workplace accommodations. If you require accommodation, please let us know and we will work with you to meet your needs.

Allstate Insurance Company of Canada is one of the country's leading producers and distributors of home and auto insurance products, serving Canadians since 1953. The company strives to keep its customers in "Good Hands®" as well as its employees and is proud to be named a Best Employer in Canada. Allstate Canada is committed to making a positive difference in the communities in which it operates and has partnered with organizations such as MADD Canada, United Way and Junior Achievement. To learn more about Allstate Canada, visit www.allstate.ca. For safety tips and advice, visit www.goodhandsadvice.ca.