Auto Claims Leadership Director
2 days ago
The estimated salary for this role is $126,113 - $219,850.
A competitive pay range based on your experience and market data of the position will be provided upon application.
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.
About USAA
At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families.
We believe in our core values of honesty, integrity, loyalty, and service. They're what guides everything we do – from how we treat our members to how we treat each other.
This makes us special.
The Opportunity
We are seeking a dedicated Senior Claims Operations Manager to lead a team of Auto Adjusters handling express level Auto Non-Injury Claims.
This role manages and is accountable for auto claims operations member service employees who serve our members and provide appropriate solutions as they investigate, evaluate, and negotiate the claim.
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.
• Be responsible for ongoing coaching and driving 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.
• Monitor 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.
• Consistently coach employees on claims handling and find opportunities to improve overall process and engagement.
Requirements
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 to include a minimum of 2 years of claims handling experience required 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 in role.
What sets you apart
Current experience as a Claims Manager/Supervisor
Recent Claims Leadership experience
Experience with Auto Non-Injury claims to include Auto Physical Damage and end-to-end claims handling
Experience coaching and mentoring newer Claims employees
Master's Degree and/or CPCU or similar Claims designation
Experience leading large-scale projects and initiatives
US military experience through military service or a military spouse/domestic partner.
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