Claims Operations Manager
Company: USAA
Location: Phoenix
Posted on: October 1, 2024
Job Description:
About USAAUSAA is a leading provider of financial services to
U.S. military members and their families. Our mission is to
facilitate the financial security of our members, and we're
committed to delivering exceptional service and support.The
OpportunityWe're seeking a highly skilled and experienced Manager,
Claims Operations to lead our auto claims team in the Western
Region. As a key member of our leadership team, you'll be
responsible for overseeing the investigation, evaluation, and
negotiation of moderate complexity Attorney Repped Auto injury
claims.In this role, you'll have the opportunity to develop and
implement process improvements, provide coaching and feedback to
employees, and drive execution of operational risk management and
regulatory compliance training. You'll also be responsible for
ensuring the quality of claim files and providing feedback to
employees as needed.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 Phoenix, AZ. Relocation assistance is not
available for this position.Key Responsibilities
- Ensure risks associated with business activities are
effectively identified, measured, monitored, and controlled in
accordance with risk and compliance policies and procedures.
- Inspect and review quality of claim files and provide feedback
to employees as appropriate.
- Provide coaching and awareness so employees understand how
their work and contributions support the overall claims and
Enterprise strategies.
- Proactively find opportunities to improve operational
effectiveness, member experiences, and processes providing feedback
to internal partners.
- Create conditions for success, remove obstacles, lead, and
champion change.
- Achieve optimal productivity through handling 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.Requirements
- 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.Preferred Qualifications
- Current leadership experience as an Auto Claims Manager or
Supervisor.
- 5+ years handling 3rd party auto moderately complex Injury
claims.
- Experience handling complex auto claims.
- Experience handling auto injury claims for the Western
Region.
- Strong experience coaching and developing claims adjusters to
meet organizational and development goals.
- Insurance Designations (i.e., CPCU, SCLA).
- US military experience through military service or a military
spouse/domestic partner.What We OfferUSAA has an effective process
for assessing market data and establishing ranges to ensure we
remain competitive. You are paid within the salary range based on
your experience and market data of the position. The actual salary
for this role may vary by location. The salary range for this
position is: $99,160 - $178,480.Employees may be eligible for pay
incentives based on overall corporate and individual performance
and at the discretion of the USAA Board of Directors.At USAA, our
employees enjoy best-in-class benefits to support their physical,
financial, and emotional wellness. These benefits include
comprehensive medical, dental, and vision plans, 401(k), pension,
life insurance, parental benefits, adoption assistance, paid time
off program with paid holidays plus 16 paid volunteer hours, and
various wellness programs. Additionally, our career path planning
and continuing education assists employees with their professional
goals.
Keywords: USAA, Maricopa , Claims Operations Manager, Executive , Phoenix, Arizona
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