VP, Claims Operations

USAA•San Antonio, TX

3d•Hybrid

About The Position

Accountable for the auto, property or other claims operation to deliver business results at scale. Responsible and accountable for the operational execution of the member experience in claims. Creates and delivers a strategic focus on world class member experience and operational results. Collaborates across Operations and other business lines to ensure delivery of the USAA mission. 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, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Tampa, FL or Chesapeake, VA. Relocation assistance is available for this position.

Requirements

Bachelor’s degree; OR 4 years of relevant education and/or experience.
10 years of progressive financial services experience to include P&C industry work experience in Claims developing strategies, managing major P&C initiatives and delivering results within a complex matrix environment.
8 years of senior leadership experience in building, managing and/or developing high-performing teams and delivering results at scale.
Extensive experience building strategic solutions or demonstrated ability to deliver transformation at scale.
Executive-level business acumen in P&C, insurance risk, compliance, integrated change management and front-line communications leading to operational excellence.
Proven ability to influence and develop positive working relationships with leaders across multiple disciplines and executive levels.
Demonstrated ability to create, develop and convert strategic vision into a plan and execute on that plan.
Understanding of government regulations and legal requirements involving P&C business.
Executive-level risk assessment skills, including risk identification and measurement, mitigation strategy development, regulatory management, policy and procedure development.

Nice To Haves

Executive-level communication and stakeholder management skills, with the ability to translate complex operational and financial data into clear, actionable insights for leaders across the organization.
Demonstrated experience leading large-scale claims or contact center operations, including oversight of sizable, geographically dispersed teams and complex service delivery environments.
Proven ability to leverage data, metrics, and business insights to drive operational performance, identify emerging trends, and influence strategic decision-making.
Deep understanding of property and/or auto claims operations, including recoveries, salvage, subrogation, fraud investigations or shared services functions.
US military experience through military service or a military spouse/domestic partner.

Responsibilities

Accountable for developing Claims operations strategy, plan, goals and objectives in support of USAA Strategy.
Accountable for delivering on plan objectives across employee, member, financial and quality goals.
Drives industry best practices and adoption within claims process creating continuity across the P&C Company.
Leads Claims Experience owners, operational executives and/or claims functional groups to achieve business outcomes.
Collaborates effectively with product line leaders and other senior executives to support Enterprise initiatives.
Drives overall risk management and regulatory compliance through consistent frameworks and business routines.
Sponsors and shapes large transformational efforts across multiple Operational areas, Lines of Business or Enterprise.
Builds and leads a team of claims executive leaders for results delivery through recruiting, development, retention, coaching and performance management.
Designs and champions claims servicing solutions across process, technology, workforce, third party, analytics in support of P&C product competitiveness.
Collaborates with internal partners to build supporting capabilities and deliver on shared accountabilities.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.