Auto and Property Claims Leadership Role

6 days ago

Texas USA, United States USAA Full time
About the Opportunity

This executive role is accountable for leading auto, property, or other claims teams to deliver operational business results at scale. The successful candidate will be responsible for member service, paying what we owe, controlling expenses, employee engagement, quality, operational risk, and compliance across multiple business units. They will execute and influence claims strategies and plans, lead diverse groups of virtual and office-based teams across multiple geographic locations, and identify and advance broad process improvements to the operation.

Key Responsibilities
  • Develop and implement operations strategy, plan, goals, and objectives in support of Claims Strategy.
  • Accountable for supporting claims servicing solutions across process, technology, workforce, third-party, and/or analytics in support of Property and Casualty (P&C) product competitiveness.
  • Provide directional guidance and workload prioritization duties in support of operations for the functional area assigned.
  • Establish and maintain operational controls around member contact and non-member contact staffing requirements within assigned process.
  • Provide guidance on technical matters and extend settlement authority within their process (or as delegated).
  • Monitor the utilization, quality, and costs of independent appraisers, adjusters, alliance partners, and others in accordance with established quality, service, and budgetary guidance.
  • Effectively leverage internal partnerships to achieve shared accountabilities.
  • Responsible for leadership, communication, employee engagement, and coordination of business and Enterprise initiatives.
  • Inspire a high-performing team to deliver exceptional experiences to members, engaged employees, and achieve exceptional results.
  • Hire, develop, and coach claims leaders for results delivery.
  • Create conditions for success, remove obstacles, lead, and champion change.
  • Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Requirements
  • 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.
  • 10 years of progressive customer service, operational, military, or leadership experience, including a minimum of 6 years demonstrated P&C proficiency and experience.
  • 4 years of people leadership experience in building, managing, and/or developing high-performing teams.
  • Demonstrated ability to lead through change, drive business results, and create a culture of accountability.
  • Proven leadership and ability to influence at all levels of management.
  • Demonstrated ability to effectively communicate, both orally and in writing, to executive leadership, driving accountability and sense of urgency.
  • Strong knowledge and applied compliance with Department of Insurance, Fair Claims Practices, and Federal regulations governing claims handling.
  • Business and technical acumen in the areas of effective claims handling processes, claims risk and compliance, integrated change management, and front-line communications leading to operational excellence.
Preferred Qualifications
  • 7+ years of P&C Claims experience, including operational Auto or Property leadership roles.
  • Proven background and success leading large-scale, multi-site, contact center operations (500+ employees).
  • Demonstrated experience and understanding of contact center strategies, technology (NICE WFM, speech analytics, Cisco telephony, etc.), and workforce management practices.
  • Experience developing and operationalizing training and quality assurance programs within a contact center environment.
  • Strong technical aptitude and analytical skills to lead initiatives to improve contact center effectiveness and efficiencies and drive results.
  • US military experience through military service or a military spouse/domestic partner.

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