Claims Operations Manager
4 days ago
We are seeking a highly skilled and experienced Claims Operations Manager to lead our team of Sr. Injury Adjusters in the Western Region. As a key member of our claims operations team, you will be responsible for managing moderate complexity Attorney Repped Auto injury Claims.
In this role, you will oversee a team of auto claims operations member service employees who are responsible for serving our members and providing appropriate solutions as they investigate, evaluate, and negotiate the claim. You will develop engaged employees through regular coaching and feedback to deliver business results. Implement process improvements, provide feedback on the process, and lead organizational process changes. 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 (in addition to the minimum years of experience required) 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 is a leading provider of financial services to the U.S. military community. We are committed to delivering exceptional service and support to our members, and we are seeking talented individuals to join our team.
We offer a comprehensive benefits package, including medical, dental, and vision coverage, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off, and volunteer hours. Our career path planning and continuing education programs assist employees with their professional goals.
USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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