Why USAA?
At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.
Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.
The Opportunity
As a dedicated Manager, Claims Operations you will lead a team who handles express level property claims.
In this role you will lead property claims operations member service employees who are responsible for serving our members, and providing appropriate solutions as they investigate, evaluate and negotiate the claim. You will develop engaged employees through regular coaching and feedback to deliver business results. Implement process improvements, provide feedback on the process and lead organizational process changes. You will also drive execution of operational risk management, regulatory compliance training, policies and, procedures.
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based on campus in one of the four following locations: Tampa Florida, Phoenix Arizona, San Antonio Texas, or Colorado Springs, Colorado.
Relocation assistance is not available for this position.

MINIMUM EDUCATION:

Bachelor’s degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.

MINIMUM 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.

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.