Manager, Claims Operations

USAA•San Antonio, TX

2d•$103,450 - $186,210•Hybrid

About The Position

The Manager will be responsible for monitoring and improving team performance through reporting and adherence to MSR metrics, particularly around phone behavior and service standards. The role also involves guiding teams on claims processes and systems, including familiarity with Guidewire, Claims Center, while driving accountability, consistency, and overall operational excellence. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX.

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.
Minimum 6 years’ progressive customer service, operational, military or leadership experience to include a minimum of 2 years of claims handling experience required with demonstrated proficiency.
Minimum 2 years’ 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

Prior insurance industry experience: active insurance license strongly preferred.
Claims handling experience strongly preferred, with exposure to complex claims a plus.
Experience with total loss claims highly preferred, including managing complex claim scenarios.
High attention to detail with a focus on accurate claim evaluation, loss assessment, and appropriate payout decisions.
Strong coaching and development skills, with a focus on driving performance, accountability, and continuous improvement.

Responsibilities

Inspect and review 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 identify opportunities to improve operational effectiveness, member experiences and processes providing feedback to internal partners.
Create conditions for success remove obstacles, lead and champion change.
Achieve 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.
Handle escalations and make appropriate decisions based on the policy.
Facilitate and guide employees through skill identification and developing for career progression
Supports projects by serving as a subject matter expert.
Hire, develop, and coach claims employees for results delivery.
Consistently coach employees on claims handling and identify opportunities to improve overall process and engagement.