Manager, Claims Operations - APD (Field)

USAA•Detroit, MI

1d•$103,450 - $197,730•Onsite

About The Position

We are seeking a Manager, Claims Operations to lead a team of Auto Physical Damage (APD) Field Appraisers and Virtual Total Loss Evaluators in the Detroit, MI Metro Area. This role manages and is accountable for auto operations member service employees who are responsible for serving our members, and providing appropriate solutions as they investigate, evaluate and negotiate the claim. Develops engaged employees through regular coaching and feedback to deliver business results. Executes process improvements, provides feedback on the process and leads organizational process changes. Drives execution of operational risk management, regulatory compliance training, policies and, procedures. This is a field-based role in the Detroit, MI area. USAA provides a company vehicle to physically inspect losses within your assigned territory. Claims Operations Managers may travel outside of their local territory to respond to claims in other regions when needed.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
6 years of progressive customer service, operational, military or leadership experience to include a 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.
Meet all USAA safe driving requirements including verification of driving record through MVR & possession of valid driver’s license.

Nice To Haves

Auto Physical Damage experience, preferably for a larger, established insurance carrier.
Experience as a Claims or APD Manager or Supervisor, ideally for a field team.
I-Car Platinum certified.
History of developing and coaching a high performing team
Experience building and growing a new team, with the ability to establish processes and influence team success.
Prior Casualty or Liability Claims experience.
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 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 identifies opportunities to improve operational effectiveness, member experiences and processes providing feedback to internal partners.
Creates conditions for success removes obstacles, leads and champions change.
Achieves 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.
Handles escalations and makes appropriate decisions based on the policy.
Facilitates and guides employees through skill identification and developing for career progression.
Supports projects by serving as a subject matter expert.
Hires, develops, and coaches claims employees for results delivery.
Consistently 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 in accordance with risk and compliance policies and procedures.