Head of Claims Operations
2 hours ago
As a Claims Manager at USAA, you will lead and be accountable for auto, property, 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.
Key Responsibilities- Develop engaged employees through regular coaching and feedback to deliver business results.
- Execute process improvements, provide feedback on the process and leads organizational process changes.
- Drive execution of operational risk management, regulatory compliance training, policies and, procedures.
- 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.
- 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 issues and make appropriate decisions based on the policy.
- 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 effectively identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.
- 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 experience as a Claims Manager/Supervisor.
- ~2+ years of experience handling total loss claims.
- ~2+ years physical damage and/or auto injury claims experience.
- ~ Strong experience coaching and developing claims adjusters to meet organizational and development / career path goals.
- ~ 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. 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.
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