Manager, Claims Operations

USAA•Nashville Metro, TN

3d•Remote

About The Position

The Manager, Claims Operations leads and is accountable for property and other claims operations member service employees who serve members and provide appropriate solutions while investigating, evaluating, and negotiating claims. The manager develops engaged employees through regular coaching and feedback, drives business results, improves processes, and leads organizational changes. This role also drives execution of operational risk management, regulatory compliance training, policies, and procedures. This is a remote, field-based role for candidates able to work in and around the Tennessee region. The role includes physically inspecting losses in an assigned territory using a company vehicle. Managers may travel outside their local territory to respond to claims in other regions when needed. Relocation assistance is not available. Travel may be up to 25% of the time, and weekend or overtime work may be needed.

Requirements

Bachelor’s degree, or four years of related experience in addition to the minimum experience requirement may be substituted for the degree.
Six years of progressive customer service, operational, military, or leadership experience, including at least five years of claims handling experience with demonstrated proficiency.
Two 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.
Acquire and maintain an applicable insurance adjuster license within six months of starting in the role.
Meet USAA safe driving requirements, including verification of driving record through MVR and possession of a valid driver’s license.

Nice To Haves

Technical proficiency in complex Property Field claims.
Experience handling catastrophe claims and ability to deploy for future catastrophes.
Advanced knowledge of Xactimate, Xactanalysis, Xact Contents, and Claims Xperience, including virtual estimating tools and auditing and improving estimate accuracy for a team of adjusters.
CPCU or another insurance industry designation.
Ability to traverse ladders and roofs.
Ability to work weekends and overtime if needed.
Ability to travel up to 25% of the time.

Responsibilities

Inspect and review the quality of claim files and provide feedback to employees.
Coach employees and help them understand how their work supports claims and enterprise strategies.
Identify opportunities to improve operational effectiveness, member experiences, and processes, and provide feedback to internal partners.
Remove obstacles, build conditions for success, and lead and champion change.
Manage workload volumes, staffing, and training needs to achieve optimal productivity, identifying and implementing appropriate solutions.
Monitor work to ensure consistent process execution and adherence to guidelines and frameworks.
Handle escalations and make appropriate decisions based on policy.
Guide employees in identifying skills and developing career progression.
Support projects by serving as a subject matter expert.
Hire, develop, and coach claims employees to deliver results.
Coach employees on claims handling and identify opportunities to improve processes and engagement.
Ensure business risks are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Physically inspect losses within the assigned territory and travel to other regions to respond to claims when needed.