Manager, Claims Operations - Auto Claims Complex

USAA•San Antonio, TX

2d•Hybrid

About The Position

As a dedicated Manager, Claims Operations for Auto Claims Complex, you will manage and be accountable for auto, property, and other claims operations member service employees who are responsible for serving our members, and providing appropriate solutions as they investigate, evaluate and negotiate the claim. Develop engaged employees through regular coaching and feedback to deliver business results. Executes process improvements, provide feedback on the process and leads organizational process changes. Drives execution of operational risk management, regulatory compliance training, policies and procedures. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in the San Antonio office. Relocation assistance is not available for this position.

Requirements

Bachelor's degree; OR 4 years of additional relevant education and/or experience.
6 years of progressive customer service, operational, military or leadership experience to include a minimum of 2 years of claims handling experience required with demonstrated proficiency.
2 years of direct team lead, supervisory or management experience.
Experience using and interpreting data to make decisions.
Demonstrated leadership, initiative, customer service and/or claims handling skills.
Acquisition and maintenance of applicable insurance adjuster license within 6 months’ time in role.

Nice To Haves

Current experience as a Claims Manager.
3+ years management/leadership experience.
3+ years handling complex auto coverage and liability issues.
3+ years physical damage claims experience.
Contact center management experience.
Active Adjuster License.
Experience handling total loss claims.
US military experience through military service or a military spouse/domestic partner.

Responsibilities

Inspect and review quality of claim files and provide feedback to employees as appropriate.
Responsible for ongoing coaching and driving awareness so employees understand how their work and contributions support the overall claims and Enterprise strategies.
Proactively identifies opportunities to improve operational effectiveness, member experiences and processes providing feedback to internal partners.
Create conditions for success removes obstacles, leads and champions change.
Achieves optimal productivity through managing workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.
Responsible for ongoing monitoring of work to ensure consistent execution of processes and adherence to guidelines and frameworks.
Handles escalations and makes appropriate decisions based on the policy.
Facilitates and guides employees through skill identification and developing for career progression
Supports projects by serving as a subject matter expert.
Hires, develops, and coaches claims employees for results delivery.
Consistently coaches employees on claims handling and identifies opportunities to improve overall process and engagement.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.