Manager, Claims Operations - Auto Non Injury Express

United Services Automobile Association (USAA)•Colorado Springs, CO

50d•Hybrid

About The Position

As a dedicated Manager, Claims Operations, you will lead and be accountable for auto, 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. Complete process improvements, provide feedback on the process and lead organizational process changes. Drive 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 is based in the following location: Colorado Springs, CO. Relocation assistance is not available for this position.

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.
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 or Supervisor
2+ years handling Complex Non-Injury Auto coverage and liability decisioning
2+ years Physical Damage claims experience
2+ years Auto injury claims experience
Strong experience coaching and developing claims adjusters to meet organizational and development / career path goals
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 identify opportunities to improve operational effectiveness, member experiences and processes providing feedback to internal partners
Build conditions for success removes obstacles, leads and champions change.
Achieve optimal productivity through leading 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.
Handle escalations and make appropriate decisions based on the policy.
Facilitate and guide employees through skill identification and developing for career progression. Support projects by serving as a subject matter expert.
Hire, develop, and coach claims employees for results delivery.
Consistently coach employees on claims handling and find 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.

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.
For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

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