Manager, Claims Operations

USAA•Colorado Springs, CO

3d•Hybrid

About The Position

USAA is seeking a Manager, Claims Operations to manage and be accountable for auto, property, and other claims operations member service employees. This role involves serving members, providing appropriate solutions, and investigating, evaluating, and negotiating claims. The manager will develop engaged employees through regular coaching and feedback, execute process improvements, provide feedback on processes, and lead organizational process changes. Additionally, the role drives execution of operational risk management, regulatory compliance training, policies, and procedures. This is a hybrid role requiring 4 days in the Colorado Springs, CO office.

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.
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.
Provide ongoing coaching and drive 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 by removing obstacles, leading and championing change.
Achieve optimal productivity through managing workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.
Ensure consistent execution of processes and adherence to guidelines and frameworks through ongoing monitoring of work.
Handle escalations and make appropriate decisions based on the policy.
Facilitate and guide employees through skill identification and development 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 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.