Manager, Claims Operations - Auto First Party Injury

Manager, Claims Operations - Auto First Party Injury at USAA summary:

The Manager, Claims Operations leads a team handling auto first-party injury, property, and other claims, ensuring quality service and process compliance. They drive employee development through coaching and feedback, manage staffing and workloads, and implement process improvements to enhance operational effectiveness. The role includes risk management, regulatory compliance, and escalation management while fostering a culture of inclusivity and service.

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 for Auto First Party Injury, you will manage and be accountable for auto, 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. You will develop engaged employees through regular coaching and feedback to deliver business results. You will execute process improvements, provide feedback on the process, and lead organizational process changes.

You will 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 may be based in one of the following offices:
San Antonio, TX or Tampa, FL (Commerce Park).

Relocation assistance is not available for this position.

What you'll do:

• Inspect and review quality of claim files and provide feedback to employees as appropriate.

• Be 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

• Create conditions for success removes obstacles, leads and champions change.

• Achieve optimal productivity through managing workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.

• Be 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 Supports projects by serving as a subject matter expert.

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

• Consistently coach employees on claims handling and identify 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 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.

What sets you apart:

• 2+ years recent first party injury claims handling experience.

• Direct people management experience.

• Insurance designations or actively enrolled in self-development courses towards an insurance designation (i.e., CPCU, SCLA, etc.).

• Graduate degree…