Head of Business Operations

2 days ago


Phoenix, Arizona, United States USAA Full time
Job Title: Head of Business to Business Operations

At USAA, we are seeking a dedicated and experienced professional to lead our Business to Business Operations team. As a key member of our organization, you will be responsible for driving business results, implementing process improvements, and ensuring operational risk management and regulatory compliance.

Key Responsibilities:
  • Lead a team of Auto Non-Injury Adjusters on our Phoenix Campus, handling core level moderately complex to potentially complex auto claims.
  • 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.
  • Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled.
  • Inspect and review quality of claim files and provide feedback to employees as appropriate.
  • Be responsible for ongoing coaching and driving awareness of how employees' 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.
  • Be 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 developing for career progression.
  • Supports projects by serving as a subject matter expert.
  • Hire, develop, and coach claims employees for results delivery.
Requirements:
  • 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.
  • ~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.
Preferred Qualifications:
  • Experience as a Claims Manager/Supervisor.
  • Recent Claims Leadership experience.
  • Previous experience handling and settling Auto total loss claims.
  • 3+ years management experience.
  • Experience leading large-scale projects or initiatives.
  • Prior experience in a process or compliance capacity.
  • US military experience through military service or a military spouse/domestic partner.
Compensation and Benefits:

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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