Claims Operations Manager: Strategic Risk Management Leader

3 days ago


Colorado Springs, Colorado, United States USAA Full time
Why USAA?
At USAA, we have a mission that truly matters: to facilitate the financial security of millions of U.S. military members and their families. While not all of our employees served in the military, we share a common goal - to give back to those who did. We work together as one team to build an exceptional experience and make a meaningful impact for our members. Our core values of honesty, integrity, loyalty, and service guide everything we do, from how we treat our members to how we treat each other.

The Opportunity
We are seeking an experienced Claims Operations Manager to lead a team of Auto Adjusters handling express level Auto Non-Injury Claims. This role is accountable for managing and coaching auto claims operations member service employees responsible for serving our members and providing solutions during investigations, evaluations, and negotiations. As a leader, you will develop engaged employees through regular coaching and feedback to drive business results. You will also execute process improvements, provide feedback on processes, and lead organizational changes. Additionally, you will drive the execution of operational risk management, regulatory compliance training, policies, and procedures.

What You'll Do:
  • 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 the quality of claim files and provide feedback to employees as necessary.
  • Be responsible for ongoing coaching and driving awareness so employees understand how their work contributes to overall claims and Enterprise strategies.
  • Proactively identify 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 by handling workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.
  • Monitor work to ensure consistent execution of processes and adherence to guidelines and frameworks.
  • Handle escalations and make informed 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.


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