Manager, Claims Operations- Complex Property Field Manager

USAA•San Diego, CA

4d•Onsite

About The Position

As a dedicated Manager, Claims Operations, you will manage 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. Develops engaged employees through regular coaching and feedback to deliver business results. Executes process improvements, provides feedback on the process and leads organizational process changes. Drives execution of operational risk management, regulatory compliance training, policies and, procedures. This is a field-based role in the San Diego Metro, CA, Seattle, WA, or Sacramento, CA area. Candidates who are willing and able to work in San Diego, Seattle, WA, or Sacramento, CA to the San Diego Metro, CA, Seattle, WA, or Sacramento, CA area are encouraged to apply. 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

5 years of property claims leadership experience.
Experience leading and developing teams of adjusters ensuring quality, accuracy, and timely resolution of claims that will include high exposure/complex cases.
Advanced knowledge of property claims contracts and interpretation.
Residential construction experience.
Subject Matter Expert in Verisk's complete suite of Property Estimating Solutions (e.g., Xactimate, ClaimXperience and XactAnalysis).
Experience leading adjusters.
Highly proficient in property claims process design and process improvement.
CPCU or other insurance industry designations.
Ability to work weekends and extended hours if needed.
Reside within 50 miles of the Colorado Springs to Denver Metro, CO area.
US military experience through military service or a military spouse/domestic partner.

Responsibilities

Inspects and reviews 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.
Creates 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.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.