Manager, Claims Operations

USAA•Philadelphia, MD

2d•$103,450 - $197,730•Onsite

About The Position

As a dedicated Manager, Claims Operations, you will lead and be 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. Complete process improvements, provide feedback on the process and lead organizational process changes. Drive execution of operational risk management, regulatory compliance training, policies and procedures. This is a field-based role. Candidates who are willing and able to work in Pennsylvania, Philadelphia or North-East region are encouraged to apply. Relocation assistance is not available for this position. USAA provides a company vehicle to physically inspect losses within your assigned territory. Claims Operations Managers may travel outside of their local territory to respond to claims in other regions when needed.

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.
Meet all USAA safe driving requirements including verification of driving record through MVR & possession of valid driver’s license.

Nice To Haves

Technical proficiency in Property Field complex claims
Experience handling catastrophe claims and ability to deploy on future catastrophes.
Advanced knowledge of Xactimate, Xactanalysis, XactContents, and ClaimsXperience to include virtual estimating tools, auditing and improving estimate accuracy for a team of adjusters.
CPCU or other 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

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.