Manager, Claims Operations

The Opportunity

As a dedicated Manager, Claims Operations, you will lead and be accountable for auto, and other claims operations member service employees who are responsible for serving our members, and providing appropriate solutions as they investigate, evaluate and negotiate the claim. Develop engaged employees through regular coaching and feedback to deliver business results. Complete process improvements, provide feedback on the process and lead organizational process changes. Drive execution of operational risk management, regulatory compliance training, policies and, procedures.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in the following location: Phoenix, AZ. Relocation assistance is not available for this position.

What you'll do:

• Inspect and review quality of claim files and provide feedback to employees as appropriate.

• Responsible for ongoing coaching and driving awareness so employees understand how their work and contributions support the overall claims and Enterprise strategies.

• Proactively find opportunities to improve operational efficiency, member experiences and processes providing feedback to internal partners

• Build conditions for success removes obstacles, leads and champions change.

• Achieve optimal efficiency through leading workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.

• Responsible for ongoing monitoring of work to ensure consistent execution of processes and adherence to guidelines and frameworks.

• Handle critical issues and make appropriate decisions based on the policy.

• Facilitate and guide employees through skill identification and developing for career progression. Support projects by serving as a subject matter expert.

• Hire, develop, and coach claims employees for results delivery.

• Consistently coach employees on claims handling and find opportunities to improve overall process and engagement

• Ensure risks associated with business activities are efficiently identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures

What you have:

• Bachelor’s degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.

• 6 years of progressive customer service, operational, military or leadership experience to include a minimum of 2 years of claims handling experience required with demonstrated proficiency.

• 2 years of direct team lead, supervisory or management experience.

• Experience using and interpreting data to make decisions.

• Demonstrated leadership, initiative, customer service and/or claims handling skills.

• Acquisition and maintenance of applicable insurance adjuster license within 6 months time in role.

What sets you apart:

• 3+ years of recent Claims Leadership experience

• Previous experience handling and settling Auto total loss claims.

• Master’s Degree and/or CPCU designation

• Experience leading large-scale projects or initiatives

• Prior experience in a process or compliance capacity

• US military experience through military service or a military spouse/domestic partner

Compensation range: The salary range for this position is: $103,450-$186,210.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.