Manager, Claims Operations- (DCT Property)

USAA•Phoenix, AZ

3d•$103,450 - $191,970•Onsite

About The Position

As a dedicated Manager, Claims Operations, you will manage and be accountable for auto and other claims operations member service employees who serve members and provide 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. You will also drive execution of operational risk management, regulatory compliance training, policies, and procedures. This role must be based at USAA’s Phoenix campus and requires working in the office four days a week. Relocation assistance is not available.

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 two 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 the role.

Nice To Haves

Current manager or previous experience as a manager in property claims.
Five years of property claims experience handling moderate-severity Homeowners or Dwelling claims.
Field property claims experience.
Knowledge of property claims contracts and interpretation of case law.
Residential construction experience.
Experience with Xactimate, XactAnalysis, and XactContents.
Experience handling catastrophe claims.
CPCU or another insurance industry designation.
Ability to work weekends and overtime if needed.
US military experience through military service or as a military spouse/domestic partner.

Responsibilities

Inspect and review the quality of claim files and provide feedback to employees as appropriate.
Coach employees and build awareness of how their work and contributions support claims and Enterprise strategies.
Identify opportunities to improve operational effectiveness, member experiences, and processes, and provide feedback to internal partners.
Create conditions for success, remove obstacles, 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 execution of processes and adherence to guidelines and frameworks.
Handle escalations and make appropriate decisions based on the policy.
Guide employees in identifying skills and developing them for 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 risks associated with business activities are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.