Director, Claims Operations - Injury

USAA • Chesapeake, VA

8d • 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 As a dedicated Director, Claims Operations, you will manage and be accountable for auto, 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. Drive execution of operational risk management, regulatory compliance training, policies and procedures across multiple teams. 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, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position. What you'll do: Select, develop, lead and hold managers accountable for serving members and providing appropriate solutions in property and other claims operations through their teams. Consistently coach managers on leading their teams on claims handling, inspecting and reviewing quality of claims and responding to issues. Responsible for achievement of assigned goals, objectives and scorecard deliverables. Plan, coordinate, and control the resources to deliver the appropriate claims service. Accountable for ensuring compliance with regulations, policies, procedures, and the fair claims settlement practices act. Provide guidance on technical matters, supervise claims reserves and extend settlement authority. Responsible for service, loss control, and loss adjustment expense. Identify trends and develop action plans as appropriate. Understand, research, and work to influence the financial impact for their respective business area. Encourage a high performance team that works to deliver exceptional experiences to the members and achieve outstanding results. Build conditions for success removes obstacles, lead and champion change. Ensure risks associated with business activities are effectively identified, measured, supervised, 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.
• 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.
• Experience leading teams handling Auto Injury or Litigation claims.
• 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

• Select, develop, lead and hold managers accountable for serving members and providing appropriate solutions in property and other claims operations through their teams.
• Consistently coach managers on leading their teams on claims handling, inspecting and reviewing quality of claims and responding to issues.
• Responsible for achievement of assigned goals, objectives and scorecard deliverables.
• Plan, coordinate, and control the resources to deliver the appropriate claims service.
• Accountable for ensuring compliance with regulations, policies, procedures, and the fair claims settlement practices act.
• Provide guidance on technical matters, supervise claims reserves and extend settlement authority.
• Responsible for service, loss control, and loss adjustment expense.
• Identify trends and develop action plans as appropriate.
• Understand, research, and work to influence the financial impact for their respective business area.
• Encourage a high performance team that works to deliver exceptional experiences to the members and achieve outstanding results.
• Build conditions for success removes obstacles, lead and champion change.
• Ensure risks associated with business activities are effectively identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.

Benefits

• 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. Additionally, our career path planning and continuing education assists employees with their professional goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees