Manager, Claims Operations- (Auto Injury Examiner Team)

USAA•Tampa, FL

2d•Onsite

About The Position

USAA is seeking dedicated Manager(s), Claims Operations to lead a team of Injury Examiners covering the Tampa, FL area. As a Manager, Claims Operations, you will manage and be accountable for auto and other claims operations member service employees who are responsible for serving our members and providing appropriate solutions as they investigate, evaluate, and negotiate claims. You 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 position requires you to be based out of one of the Tampa, FL locations.

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 of time in role.

Nice To Haves

Current leadership experience as an Auto Injury Claims Manager or Supervisor.
5+ years handling Auto Injury Claims.
Experience handling uninsured/underinsured motorist and complex Bodily Injury Auto Claims.
Experience leading teams in multiple Geographical locations (in person and hybrid/remote).
US military experience through military service or a military spouse/domestic partner.

Responsibilities

Inspects and reviews the quality of claim files and provides feedback to employees.
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 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.