AVP, Claims Operations

USAA•San Antonio, TX

2d•Hybrid

About The Position

USAA is seeking an AVP, Claims Operations to lead auto, property, and/or other claims teams to deliver operational business results at scale. This role is responsible for member service, accurate payments, expense control, employee engagement, quality, operational risk, and compliance across multiple operational areas. The AVP will set operational goals, measure performance against claims targets, and design and implement claims strategies that support enterprise objectives. This position involves collaborating with and influencing Property & Casualty (P&C) strategies, coordinating with peers to achieve P&C mission objectives, and identifying and advancing broad strategic improvements in efficiency, effectiveness, compliance, and regulatory adherence. The AVP will sponsor and shape large transformational efforts across operational areas. The role offers a flexible work environment requiring 4 days in the office per week and can be based in San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL (Chesapeake, VA for Property and Casualty roles ONLY). Relocation assistance is available.

Requirements

10 years of progressive customer service, operational, military or leadership experience
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 to decision-makers
Bachelor's degree; OR 4 years of relevant education and/or experience

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.