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Claims Operations Director
2 months ago
USAA is a leading financial services organization dedicated to serving the unique needs of U.S. military members and their families. Our mission is to facilitate the financial security of millions of Americans who have served their country.
The OpportunityWe are seeking a highly skilled and experienced Director of Claims Operations to join our team in Colorado Springs, CO. As a key member of our leadership team, you will be responsible for managing and overseeing auto and other claims operations member service teams.
This role requires a strong leader who can drive execution, change management, and claims strategies. You will be accountable for leading teams who are responsible for delivering business results, managing operational risk, and ensuring regulatory compliance.
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in our Colorado Springs, CO office.
Key Responsibilities- Identify and manage existing and emerging risks associated with business activities.
- Ensure risks are effectively identified, measured, monitored, and controlled.
- Follow written risk and compliance policies, standards, and procedures.
- Select, develop, lead, and hold managers accountable for serving members and providing solutions in auto, property, and other claims operations.
- Consistently coach managers on leading their teams on claims handling, inspecting, and reviewing quality of claims and responding to escalations.
- Responsible for achievement of assigned goals, objectives, and scorecard deliverables.
- Plan, organize, and control resources to deliver claims service.
- Accountable for ensuring compliance with regulations, policies, procedures, and the fair claims settlement practices act.
- Provide guidance on technical matters, monitor claims reserve, and extend settlement authority.
- Responsible for service, loss control, and loss adjustment expense.
- Identify trends and develop action plans as appropriate.
- Understand, research, and work to influence the financial impact for their respective business area.
- Inspire a high-performance team that delivers exceptional experiences to members and achieves exceptional results.
- Bachelor's degree or 4 years of related experience may be substituted in lieu of degree.
- 8 years of progressive customer service, operational, military, or leadership experience, including a minimum 6 years of P&C experience with 4 of those years in claims.
- 3 years of direct team lead or management experience.
- Demonstrated team leadership, cross-functional collaboration, building business solutions, and/or claims accountabilities.
- Experience using, interpreting, solutioning, and leading with data.
USAA offers a competitive salary range of $138,230 - $264,200, based on experience and market data. Employees may be eligible for pay incentives based on overall corporate and individual performance. We also offer best-in-class benefits, including comprehensive medical, dental, and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays, and various wellness programs.
