Director, Claims Operations - Property Complex

USAA

6d•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. The Opportunity As a dedicated Director, Claims Operations, you will manage and be accountable for 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. Drive execution of operational risk management, regulatory compliance training, policies and procedures across multiple teams. This role is remote eligible, however, individuals residing within a 60-mile radius of a USAA office will be expected to work on-site four days per week. The selected candidate will be responsible for leading a team within the Northeast region.

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

4 years Property Field Leadership experience at a Director level or Field Claims Manager level.
Completed Bachelor’s Degree.
Central or Eastern time zones preferred
Demonstrated ability to perform critical review of property estimates to grant appropriate settlement authority.
Demonstrated ability to analyze contractual policy provisions in a multi-state environment.
Demonstrated proficiency with the Xactimate estimating platform.
Demonstrated ability to develop employees, coach effectively and promote.
Demonstrated ability to effectively lead through strategic & organizational changes delivering intended results and outcomes

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.