Claims Operations Manager
1 month ago
USAA is a leading provider of financial services to U.S. military members and their families. Our mission is to facilitate the financial security of our members, and we're committed to delivering exceptional service and support.
The OpportunityWe're seeking a highly skilled and experienced Claims Operations Manager to lead our Auto Claims team in the Western Region. As a key member of our leadership team, you'll be responsible for overseeing the investigation, evaluation, and negotiation of moderate complexity Attorney Repped Auto injury Claims.
In this role, you'll lead a team of Sr. Injury Adjusters and develop engaged employees through regular coaching and feedback to deliver business results. You'll also implement process improvements, provide feedback on the process, and lead organizational process changes. Additionally, you'll 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 Colorado Springs, CO, or Phoenix, AZ. Relocation assistance is not available for this position.
Key Responsibilities- 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.
- Proactively find opportunities to improve operational effectiveness, member experiences, and processes, providing feedback to internal partners.
- Create conditions for success, remove obstacles, lead, and champion change.
- 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 policy.
- Facilitate and guide employees through skill identification and development 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.
- Bachelor's degree or 4 years of related experience may be substituted in lieu of degree.
- 6 years of progressive customer service, operational, military, or leadership experience, including a minimum of 2 years of claims handling experience, 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 of time in role.
- Current leadership experience as an Auto Claims Manager or Supervisor.
- 5+ years handling 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.
- Insurance Designations (i.e., CPCU, SCLA).
- US military experience through military service or a military spouse/domestic partner.
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. The salary range for this position is: $99,160 - $184,010.
Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
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 assist employees with their professional goals.
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