Manager, Claims Operations - ATF

USAA•Tampa, FL

3d•Hybrid

About The Position

USAA is hiring a Manager of Claims Operations to lead auto and other claims operations member service employees. The manager is accountable for employees who serve members and investigate, evaluate, and negotiate claims, and develops engaged employees through coaching and feedback to deliver business results. The role executes process improvements, provides feedback on processes, leads organizational changes, and oversees operational risk management, regulatory compliance training, policies, and procedures. This role is based at USAA’s Commerce Park office in Tampa, Florida. It requires working in the office four days per week; remote or hybrid flexibility may be available to active-duty military spouses consistent with applicable policy and business needs. Relocation assistance is not available. The position’s salary range is $103,450–$191,970, with possible performance-based incentives. USAA does not provide visa sponsorship for this role.

Requirements

Bachelor’s degree, or four years of relevant education and/or experience.
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 in the role.

Nice To Haves

Prior claims experience in Non-Injury, Total Loss, and/or ATF.
Experience in multiple property and casualty claims disciplines.
Demonstrated leadership or coaching experience.
US military experience through military service or as a military spouse/domestic partner.

Responsibilities

Inspect and review claim-file quality and provide employee feedback.
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, create conditions for success, and lead and champion change.
Manage workload volumes, staffing, and training needs to achieve productivity, and identify and implement appropriate solutions.
Monitor work to ensure consistent process execution and adherence to guidelines and frameworks.
Handle escalations and make appropriate decisions based on the policy.
Guide employees in identifying skills and developing their careers.
Support projects 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.