Director, Claims Operations - Property

USAA•San Antonio, TX

5d•Hybrid

About The Position

USAA is seeking a dedicated Director Claims Operations - Property. This role is remote eligible in the continental U.S. with occasional business travel. However, individuals residing within a 60-mile radius of a USAA office will be expected to work on-site four days per week. As Director Claims Operations – Property, you will manage and be accountable for property claims operations member service teams who are responsible for delivering business results. You will be responsible for leading execution change management, claims strategies, leader development and technology adoption. You will drive execution of operational risk management, regulatory compliance training, policies and procedures across multiple teams. You will select, develop, lead and hold managers accountable for serving members and providing appropriate solutions in auto, property and other claims operations through their teams. You will consistently coach managers on leading their teams on claims handling, inspecting and reviewing quality of claims and responding to escalations. You will be responsible for achievement of assigned goals, objectives and scorecard deliverables. You will plan, organize, and control the resources to deliver the appropriate claims service. You will be accountable for ensuring compliance with regulations, policies, procedures, and the fair claims settlement practices act. You will provide guidance on technical matters, monitor claims reserves and extend settlement authority. You will be responsible for service, loss control, and loss adjustment expense. You will identify trends and develop action plans as appropriate. You will understand, research, and work to influence the financial impact for their respective business area. You will inspire a high-performance team that works to deliver exceptional experiences to the members and achieve exceptional results. You will create conditions for success, remove obstacles, lead and champion change. You will ensure 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 relevant education and/or experience.
8 years of progressive customer service, operational, military or leadership experience.
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 Claims Leadership experience at a Director level or Property Claims Manager level.
Completed Bachelor’s Degree.
Central or Eastern time zones preferred.
Experience leading geographically dispersed, remote, or multi-site property claims teams.
Demonstrated ability to lead complex litigation, appraisal, or high-severity property claim strategies.
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 effectively lead through strategic & organizational changes delivering intended results and outcomes.

Responsibilities

Manage and be accountable for property claims operations member service teams.
Lead 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.
Select, develop, lead and hold managers accountable for serving members and providing appropriate solutions.
Coach managers on leading their teams on claims handling, inspecting and reviewing quality of claims and responding to escalations.
Ensure achievement of assigned goals, objectives and scorecard deliverables.
Plan, organize, and control resources to deliver appropriate claims service.
Ensure compliance with regulations, policies, procedures, and the fair claims settlement practices act.
Provide guidance on technical matters, monitor claims reserves and extend settlement authority.
Manage service, loss control, and loss adjustment expense.
Identify trends and develop action plans.
Influence the financial impact for their respective business area.
Inspire a high-performance team that works to deliver exceptional experiences and achieve exceptional results.
Create conditions for success, remove obstacles, lead and champion change.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled.