Manager, Claims Operations for Phoenix Auto Non-Injury Claims (Core)

USAA•Phoenix, AZ

19d•$103,450 - $186,210

About The Position

USAA is seeking a Manager, Claims Operations for their Phoenix Auto Non-Injury Claims team. This role is responsible for managing and developing employees who investigate, evaluate, and negotiate claims. The manager will drive process improvements, ensure operational risk management, and maintain regulatory compliance. USAA's mission is to empower members through competitive products, exceptional service, and trusted advice, aiming to be the #1 choice for the military community and their families. They value honesty, integrity, loyalty, and service.

Requirements

Bachelor's degree OR 4 years of relevant education and/or experience in claims.
6 years of progressive customer service, operational, military or leadership experience.
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.

Nice To Haves

Current experience as a Claims Manager or Supervisor.
2+ years handling complex non-injury auto coverage and liability decisioning.
2+ years physical damage and/or auto injury claims experience.
Strong experience coaching and developing claims adjusters to meet organizational and development / career path goals.
US military experience gained through military service or gained as a military spouse / domestic partner.

Responsibilities

Inspects and reviews quality of claim files and provide feedback to employees.
Provides ongoing coaching to employees, ensuring they understand how their work supports claims and Enterprise strategies.
Proactively identifies opportunities to improve operational effectiveness, member experiences, and processes.
Creates conditions for success, removes obstacles, and leads change.
Achieves optimal productivity by managing workload volumes, staffing, and training needs.
Monitors work to ensure consistent execution of processes and adherence to guidelines.
Handles escalations and makes appropriate decisions based on policy.
Facilitates and guides employees through skill identification and development for career progression.
Supports projects by serving as a subject matter expert.
Hires, develops, and coaches claims employees for results delivery.
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.