Manager, Claims Operations - Auto Claims

USAA•Colorado Springs, CO

7d•$106,650 - $191,970•Hybrid

About The Position

USAA is seeking a Manager, Claims Operations to lead auto, property, and other claims operations employees. This role is responsible for serving members by investigating, evaluating, and negotiating claims, developing engaged employees through coaching and feedback, executing process improvements, and driving operational risk management and regulatory compliance. The position requires a flexible work environment with 4 days in the office per week and is based in Colorado Springs, CO. Relocation assistance is not available.

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

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 gained through military service or gained as a military spouse / domestic partner.

Responsibilities

Manages and is accountable for auto, property, and other claims operations member service employees.
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.
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.