Manager, Claims Operations - Core & Express

USAA • Colorado Springs, CO

1d • Hybrid

About The Position

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families. Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful. The Opportunity We are hiring an Auto Non-Injury Core and an Auto Non-Injury Express - Manager, Claims Operations. As a dedicated Manager, Claims Operations, for Auto Non-Injury, Core or Express, 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. You will develop engaged employees through regular coaching and feedback to deliver business results. You will execute process improvements, provide feedback on the process, and lead organizational process changes. You will 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 will be based in Colorado Springs, CO Office. 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 and/or 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.
• Be 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
• Create conditions for success removes obstacles, leads and champions change.
• Achieve optimal productivity through managing workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.
• Be 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
• Supports projects by serving as a subject matter expert.
• Hire, develop, and coach claims employees for results delivery.
• Consistently coach employees on claims handling and identify 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees