Director, Claims Operations - Injury Operations

USAA•Tampa, FL

3d•Hybrid

About The Position

Why USAA? 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. The Opportunity We are seeking a dedicated Director Claims Operations – Injury Operations. 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 our Tampa, FL offices. Relocation assistance is not available for this position. What you'll do: Manages and is accountable for auto, property, and other claims operations member service teams who are responsible for delivering business results. Responsible for leading execution change management, claims strategies, leader development and technology adoption. Drives execution of operational risk management, regulatory compliance training, policies and procedures across multiple teams. Selects, develops, leads and holds managers accountable for serving members and providing appropriate solutions in auto, property and other claims operations through their teams. Consistently coaches managers on leading their teams on claims handling, inspecting and reviewing quality of claims and responding to escalations. Responsible for achievement of assigned goals, objectives and scorecard deliverables. Plans, organizes, and controls the resources to deliver the appropriate claims service. Accountable for ensuring compliance with regulations, policies, procedures, and the fair claims settlement practices act. Provides guidance on technical matters, monitors claims reserves and extends settlement authority. Responsible for service, loss control, and loss adjustment expense. Identifies trends and develops action plans as appropriate. Understands, researches, and works to influence the financial impact for their respective business area. Inspires a high-performance team that works to deliver exceptional experiences to the members and achieve exceptional results. Creates conditions for success removes obstacles, leads and champions change. Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

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 (12 years of experience in lieu of a degree).
8 years of progressive customer service, operational, military or leadership experience to include a minimum 6 years of P&C experience with 4 of those years in claims required with demonstrated proficiency.
3 years of direct team lead or management experience.
Demonstrated team leadership, cross-functional collaboration, building business solutions, and/or claims accountabilities.
Experience using, interpreting, solutioning and leading with data.

Nice To Haves

Claims Director level experience leading large operational teams of 100+ employees.
Experience leading teams handling complex Auto Injury to include BI, UM/UIM claims.
Jurisdictional claims handling knowledge in FL, GA, LA.
Master’s degree with financial services focus, such as business or law.
CPCU designation.
Demonstrated ability to excel in communications and change management, and leading teams through transformation.
High level business acumen in the areas of the business operations, industry practices and emerging trends.
Experience shaping a culture of inclusivity and excellence as evidenced by leadership in internal/external DE&I organizations.
US military experience through military service or a military spouse/domestic partner.

Responsibilities

Manages and is accountable for auto, property, and other claims operations member service teams who are responsible for delivering business results.
Responsible for leading execution change management, claims strategies, leader development and technology adoption.
Drives execution of operational risk management, regulatory compliance training, policies and procedures across multiple teams.
Selects, develops, leads and holds managers accountable for serving members and providing appropriate solutions in auto, property and other claims operations through their teams.
Consistently coaches managers on leading their teams on claims handling, inspecting and reviewing quality of claims and responding to escalations.
Responsible for achievement of assigned goals, objectives and scorecard deliverables.
Plans, organizes, and controls the resources to deliver the appropriate claims service.
Accountable for ensuring compliance with regulations, policies, procedures, and the fair claims settlement practices act.
Provides guidance on technical matters, monitors claims reserves and extends settlement authority.
Responsible for service, loss control, and loss adjustment expense.
Identifies trends and develops action plans as appropriate.
Understands, researches, and works to influence the financial impact for their respective business area.
Inspires a high-performance team that works to deliver exceptional experiences to the members and achieve exceptional results.
Creates conditions for success removes obstacles, leads and champions change.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.