Manager, Claims Operations- APD Field/Remote

About the role

USAA seeks a Manager, Claims Operations to manage and be accountable for auto and other claims operations member service employees. This role requires developing engaged employees through regular coaching and feedback, executing process improvements, and leading organizational changes.

Responsibilities

• Inspects and reviews quality of claim files and provides feedback to employees as appropriate.
• Responsible for ongoing coaching and driving awareness among employees about how their work supports 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 to achieve optimal productivity through managing workload volumes, staffing, training needs, and implementing appropriate solutions.
• 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 development for career progression.
• Serves as a subject matter expert in supporting projects.
• 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.

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.
• 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.

What sets you apart

• Auto Physical Damage claims/field experience and leadership.
• Advanced knowledge of auto claims contracts and interpretation of case law.
• Familiarity with salvage procedures, identifying possible subrogation files, as well as claims systems and photo imaging.
• Currently possess, or have the ability to acquire and maintain, I-CAR Platinum class status.
• Experience working with a Direct Repair Program.
• Ability to travel overnight and be available for CAT duty.
• Good computer skills to include working knowledge of CCC One estimating platforms, Total Loss evaluation systems and Excel spreadsheets.
• Strong negotiation, investigation, and adjudication skills.

What You Have

• 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.
• 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.

Pay

The salary range for this position is: $103,450 - $191,970.