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.

We are seeking a Manager, Claims Operations , to lead a team of Complex Auto Adjusters handling auto non-injury claims (including total loss).   This candidate manages and is 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. Develops engaged employees through regular coaching and feedback to deliver business results. Executes process improvements, provides feedback on the process and leads organizational process changes. Drives 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 in Phoenix, AZ. Relocation assistance is not available for this position.

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.   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 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: Current experience as a Claims Manager/Supervisor. 2+ years of experience handling total loss claims. 2+ years handling complex non-Injury auto coverage and liability decisioning. 2+ years physical damage and/or auto injury claims experience. Strong experience coaching and developing claims adjusters to meet organizational and development / career path goals. US military experience through military service or a military