AVP, Claims Operations

USAA•San Antonio, TX

1d•$195,230 - $351,410•Hybrid

About The Position

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families. Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful. We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs. As a dedicated AVP, Claims Operations, you will be accountable for auto, property and/or other claims teams to deliver operational business results at scale. Responsible for member service, paying what we owe, controlling expenses, employee engagement, quality, operational risk and compliance across multiple operational areas. Sets operational goals and measures to achieve overall claims targets. Designs and implements claim's strategies supporting enterprise objectives. Collaborates and influences P&C strategies coordinating with peers to affect P&C mission objectives. Responsible for identifying and advancing broad strategic improvements to the operation including efficiency, effectiveness, compliance and regulatory adherence. Sponsors and shapes large transformational efforts across Operational areas. 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 one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL (Chesapeake, VA – Property and Casualty roles ONLY). Relocation assistance is available for this position.

Requirements

10 years of progressive customer service, operational, military or leadership experience to include a minimum of 8 years of demonstrated P&C proficiency and experience.
6 years of people leadership experience in building, managing and/or developing high-performing teams.
Experience in developing P&C business solutions to include building a business case, creating influence and delivering results.
Executive-level business and technical acumen in the areas of effective claims handling processes, claims risk and compliance, integrated change management and front-line communications leading to operational excellence.
Proven ability to influence leaders across multiple disciplines and executive levels.
Demonstrated ability to develop and convert strategic vision into a tactical plan and execute on that plan.
Strong knowledge and applied compliance with Department of Insurance, Fair Claims Practices and Federal regulations governing claims handling.
Experience using data insights and making recommendations decision-makers.

Nice To Haves

US military experience through military service or a military spouse/domestic partner.
Proven track record in operational leadership —workflow transitions, and operating model shifts at scale.
Experience driving member service, accuracy, and efficiency improvements in a virtual claim’s environment.
Working knowledge of emerging claims technologies, automation, and AI-assisted processing tools
Experience establishing a culture of high performance and accountability.
Background in multi-state regulatory environments preferred.
Experience articulating a vision, aligning to strategic outcomes and tactically leading the executing to completion
Strategic problem solver with proven ability to lead change effectively
Business analytics experience and/or experience working with data and analytics to measure and drive business results
Leadership experience with a distributed office, diverse workforce and/or remote employees
Proven claims-oriented project and process improvement experience
Technical Property knowledge and expertise including an industry certification such as a CPCU

Responsibilities

Provides executive leadership and guidance on technical matters and extends settlement authority within their process (or as delegated).
Identifies and evaluates internal and external issues of strategic importance to a product line.
Demonstrates executive-level thought leadership, strategy development, and financial and operational planning.
Leads broad functional Claims and P&C projects and may serve as an executive sponsor for projects.
Oversees the development and implementation of functional policies, procedures and guidelines.
Identifies opportunities and facilitates major improvements to processes and systems and works with internal partners to accomplish shared accountabilities.
Engages with and represents USAA with external partners as appropriate.
Works with internal partners to establish appropriate controls within operational area.
Responsible for leadership, communication, employee engagement and coordination of business and Enterprise initiatives.
Influences and executes claims servicing solutions across process, technology, workforce, third party, and/or analytics in support of P&C product competitiveness.
Influences and executes operations strategy, plan, goals and objectives in support of Claims Strategy.
Inspires a high performing team to deliver exceptional experiences to the members, engaged employees and achieve exceptional results.
Hires, develops, and coaches claims leaders for results delivery.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.