Manager, Claims Operations

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.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity As a dedicated Manager, Claims Operations, you will lead and be accountable for property, and other claims operations member service employees who are responsible for serving our members, and providing appropriate solutions as they investigate, evaluate and negotiate the claim. Develop engaged employees through regular coaching and feedback to deliver business results. Complete process improvements, provide feedback on the process and lead organizational process changes.

Drive execution of operational risk management, regulatory compliance training, policies and, procedures.

This role is remote eligible in the continental U.S. with occasional business travel. However, individuals residing within a 60-mile radius of a USAA office will be expected to work on-site 4 days per week.

What you'll do:

Inspect and review 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 identify opportunities to improve operational effectiveness, member experiences and processes providing feedback to internal partners

Build conditions for success removes obstacles, leads and champions change.

Achieve optimal productivity through leading 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.

Handle escalations and make appropriate decisions based on the policy.

Facilitate and guide employees through skill identification and developing for career progression. Support projects by serving as a subject matter expert.

Hire, develop, and coach claims employees for results delivery.

Consistently coach employees on claims handling and find opportunities to improve overall process and engagement

Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

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.
6 years of progressive customer service, operational, military or leadership experience to include a minimum of 5 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.

Ability to work weekends and overtime if needed.

Ability to travel up to 25% of the time.

What sets you apart:

Technical proficiency in Property Field complex claims

Experience handling catastrophe claims and ability to deploy on future catastrophes.

Advanced knowledge of Xactimate, Xactanalysis, Xact Contents, and Claims…