Global Service Operations Manager

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. 

Job Description

This role will partner with the Global Service Management Sr. Mgr to develop and operationalize the service management and operations function with focus on honing and optimizing the operational and transactional aspects of all of MyHR and HR ops. The operations teams responsible for interaction management, transactions, and escalation management will report to this role.
The role will be cultivating strong, productive relationships with internal teams, vendors, the managed services provider, and COEs. Strong management and strategic communication skills are essential for success.

Key Responsibilities  
 

• Partner with Service Management Sr. Mgr to build overall service management and HR Operations function and ensure alignment with organizational goals and objectives.  
• Lead complex and rigorous process and service improvement plans and programs. 
• Engage COEs to ensure updated content, knowledge management and training. 
• Liaison between COEs and MyHR to ensure knowledge of changes, rollouts, communications, etc. 
• Design, develop, and implement internal governance process to address issue resolution and escalations, change order processing, demand management (training needs identification and management), and other HR processes.
• Lead complex transition management through identification of additional work to further define the Shared Services scope of work.
• Collaborate with appropriate leadership and key stakeholders in the implementation of improved plans and programs, driving strategic initiatives within the team.
• Independently manage relationships between Allstate and all HR vendors, establish and maintain vendor management policies, procedures, and relationships, and collaborate with COEs to achieve results and address needed improvements.
• Establish, monitor, and manage SLAs to ensure alignment with organizational objectives and standards.  
• Oversee the management of HR Transactions Assistant content, ensuring timely updates, collaboration with stakeholders, and adherence to approval processes.
• Provide strong leadership to the Service Management Operations (SMO) and/or HR Operations teams, fostering a collaborative and innovative environment, set clear expectations, and drive effective communication. 

Education  

• 4-year bachelor’s degree (Preferred)  

Experience  

• 7 or more years of experience (Preferred)  

Functional Skills: 

• Demonstrated leadership of operations within a complex and extended partnership environment 
• Experience improving processes. 
• Proven experience as both a formal and informal leader. 
• Critical thinking: ability to connect strategy and operations. 
• Strong collaboration and communication skills 
• Demonstrated ability to design and execute with focus on enhancing employee experience. 
• Focus on leveraging innovation and technology to enhance digital channels and the overall experience. 
• Strong communication skills, conflict resolution, stakeholder management required. 
• Ability to help drive and manage change.
• Demonstrated stakeholder management and the ability to build relationships with employees and managers across different levels of the organization. 
• Global experience preferred. 
• HR experience and knowledge preferred. 

Supervisory Responsibilities  

• This job has supervisory duties.  

#LI-MC1

Skills

Collaboration, Communication, Global Service Management, Leadership, People Management, Relationship Management, Service Operations, Services Management, Stakeholder Management, Training

Compensation

Compensation offered for this role is $92,560.00 - 166,465.00 annually and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good.  

You’ll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we’ve proven that Allstate empowers everyone to lead, drive change and give back where they work and live. 

Good Hands. Greater Together.

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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