Head of Operations

3 weeks ago

Phoenix AZ, United States USAA Full time

Why USAA?At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. As a dedicated Manager, Claims Operations, you will lead a team of Sr. This team will handle moderate complexity Attorney Repped Auto injury Claims for the Western Region.

In this role you will lead auto claims operations member service employees who are responsible for serving our members, and providing appropriate solutions as they investigate, evaluate and negotiate the claim. You will develop engaged employees through regular coaching and feedback to deliver business results. Implement 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. Relocation assistance is not available for this position.

Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Inspect and review quality of claim files and provide feedback to employees as appropriate.
Provide coaching and awareness so employees understand how their work and contributions support the overall claims and Enterprise strategies.
Achieve optimal productivity through handling 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 escalations 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 finds opportunities to improve overall process and engagement.

Bachelor’s 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.


Current leadership experience as an Auto Claims Manager or Supervisor
~5+ years handling 3rd party auto moderately complex Injury claims
~ Experience handling complex auto claims
~ Experience handling auto injury claims for the Western Region
~ Strong experience coaching and developing claims adjusters to meet organizational and development goals
~ US military experience through military service or a military spouse/domestic partner


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

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. Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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