Manager, Claims Operations - Field

USAA•Austin Metro, TX

3d•Hybrid

About The Position

USAA is seeking a Manager, Claims Operations, to lead a team of Auto Physical Damage (APD) Field Appraisers and Total Loss Evaluators in the Austin, TX Area. This role manages and is accountable for auto operations member service employees who are responsible for serving members and providing appropriate solutions as they investigate, evaluate, and negotiate claims. The manager will develop engaged employees through regular coaching and feedback to deliver business results, execute process improvements, provide feedback on processes, and lead organizational process changes. This role also drives the execution of operational risk management, regulatory compliance training, policies, and procedures. This is a remote/field-based role in the Austin, TX area. USAA provides a company vehicle to physically inspect losses within the assigned territory. Claims Operations Managers may travel outside their local territory to respond to claims in other regions when needed.

Requirements

Bachelor's degree OR 4 years of 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

Auto Physical Damage experience, preferably for a larger, established insurance carrier with a field team.
Experience in the automotive repair industry.
History of developing and coaching a high performing team.
Experience building and growing a new team, with the ability to establish processes and influence team success.
Prior Casualty or Liability Claims experience.
Advanced knowledge of auto claims contracts and interpretation of case law.
Strong negotiation, investigation, and adjudication skills.
Good computer skills to include working knowledge of CCC One estimating platforms, Total Loss evaluation systems, and Excel spreadsheets.
Currently possess, or have the ability to acquire and maintain, I-CAR Platinum class status.
US military experience gained through military service or gained as a military spouse / domestic partner.

Responsibilities

Inspects and reviews the quality of claim files and provides feedback to employees.
Provides ongoing coaching and drives 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.
Monitors work to ensure consistent execution of processes and adherence to guidelines and frameworks.
Handles escalations and makes appropriate decisions based on policy.
Facilitates and guides employees through skill identification and development 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.