Note: The job is a remote job and is open to candidates in USA. USAA is dedicated to empowering its members to achieve financial security through exceptional service and products. The Manager, Claims Operations will oversee claims operations, ensuring quality service and driving process improvements while managing a team of claims employees.

Responsibilities

• 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.

Skills

• 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.
• 5 years of property claims leadership experience.
• Experience leading and developing team of adjusters ensuring quality, accuracy, and timely resolution of claims that will include high exposure/complex cases.
• Advanced knowledge of property claims contracts and interpretation for Maryland.
• Residential construction experience.
• Subject Matter Expert in Verisk's complete suite of Property Estimating Solutions (e.g., Xactimate, ClaimXperience and XactAnalysis).
• Experience leading adjusters handling catastrophe claims and ability to deploy on future catastrophes.
• Highly proficient in property claims process design and process improvement.
• CPCU or other insurance industry designations.
• Ability to traverse ladders and roofs.
• Ability to work weekends and extended hours if needed.
• Meet all USAA safe driving requirements including verification of driving record through MVR & possession of valid driver’s license.

Benefits

• 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
• Various wellness programs
• Career path planning and continuing education

Company Overview