Manager, Claims Operations - Property

USAA•San Antonio, TX

2d•Hybrid

About The Position

USAA is seeking a Manager, Claims Operations - Property to lead a team of claims operations member service employees. This role is responsible for serving members by investigating, evaluating, and negotiating property claims. The manager will focus on developing engaged employees through coaching and feedback, executing process improvements, and driving operational risk management and regulatory compliance. The position is remote eligible in the continental U.S. with occasional business travel, but individuals within a 60-mile radius of a USAA office are expected to work on-site four days per week.

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

5 years of property claims experience handling moderate severity Homeowners or Dwelling claims.
Experience handling water loss claims.
Knowledge of property claims contracts and interpretation of case law.
Residential construction experience.
Knowledge of Xactimate, XactAnalysis and XactContents.
Experience handling catastrophe claims.
CPCU or other insurance industry designation.
Current or prior L4A participant.
US military experience gained through military service or gained as a military spouse / domestic partner.

Responsibilities

Manages and is accountable for 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.
Execute process improvements, provides feedback on the process and leads organizational process changes.
Drives execution of operational risk management, regulatory compliance training, policies and procedures.
Inspects and reviews quality of property 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.
Creating 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.