Manager, Claims Operations - Property Claims

USAA•Tampa, FL

1d•$103,450 - $186,210•Hybrid

About The Position

USAA is seeking a Manager, Claims Operations to manage and be accountable for property and other claims operations member service employees. The team serves members and provides appropriate solutions while investigating, evaluating, and negotiating claims. The manager develops engaged employees through regular coaching and feedback, executes process improvements, provides feedback on processes, leads organizational change, and drives operational risk management, regulatory compliance training, and adherence to policies and procedures. This position has a flexible work environment requiring four days in the office per week. It may be based in San Antonio, Texas; Phoenix, Arizona; Colorado Springs, Colorado; Tampa, Florida; or Chesapeake, Virginia. Relocation assistance is not available. The salary range is $103,450–$186,210, with actual pay varying by location and experience. Employees may be eligible for incentives based on corporate and individual performance.

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

Five years of property claims experience handling moderate-severity Homeowners or Dwelling claims.
Experience handling water loss claims.
Knowledge of property claims contracts and interpretation of case law.
Residential construction experience.
Knowledge of Xactimate, XactAnalysis, and XactContents.
Experience handling catastrophe claims.
CPCU or another insurance industry designation.
Current or prior L4A participant.
US military experience gained through military service or as a military spouse/domestic partner.

Responsibilities

Inspect and review the quality of property claim files and provide feedback to employees.
Coach employees and build awareness of 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 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.