Head of Business Operations

2 weeks ago

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

At USAA, we are committed to facilitating the financial security of millions of U.S. military members and their families. As a dedicated Manager, Claims Operations, you will lead a team of Sr. Claims Adjusters who handle moderate complexity Attorney Repped Auto injury Claims for the Western Region.

Key Responsibilities:
  • Lead a team of Sr. Claims Adjusters to investigate, evaluate, and negotiate 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.
  • Provide coaching and awareness to employees on how their work supports 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 escalations and make appropriate decisions based on policy.
  • Facilitate and guide employees through skill identification and developing for career progression, support 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, including 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 in role.
Preferred Qualifications:
  • Current leadership experience as an Auto Claims Manager or Supervisor.
  • ~5+ years handling 3rd party auto moderately complex 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.
  • ~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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