Director, Claims Operations - Field CAT Team

USAA•Cva, VA

3d•Hybrid

About The Position

USAA is seeking a dedicated Director Claims Operations – Field CAT Team. 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. The Director will manage and be accountable for auto, property, and other claims operations member service teams, driving execution of strategies, leader development, and technology adoption. This role also involves overseeing operational risk management, regulatory compliance, and ensuring fair claims settlement practices.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
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

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.