Claims Operations Director

Position: Claims Operations Director (Hiring Immediately)

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

Accountable for auto, property, or other claims teams to deliver operational business results ponsible for member service, paying what we owe, controlling expenses, employee engagement, quality, operational risk and compliance across multiple MSTs. Executes and influences claim’s strategies and plans. Leads diverse groups of virtual and office-based teams across multiple geographic locations. Responsible for identifying and advancing broad process improvements to the operation including efficiency, effectiveness, compliance, and regulatory adherence.

This position can work remotely in the continental U.S. with occasional business travel.
What you’ll do:
• Influences, drives, and supports operations strategy, plan, goals and objectives in support of Claims Strategy
• Accountable for supporting claims servicing solutions across process, technology, workforce, third party, and/or analytics in support of P&C product competitiveness
• Provides directional guidance and workload prioritization duties in support of operations for the functional area assigned
• Establishes and maintains operational controls around member contact and non-member contact staffing requirements within assigned process
• Provides guidance on technical matters and extends settlement authority within their process (or as delegated)
• Monitors the utilization, quality and costs of independent appraiser, adjusters, alliance partners and others in accordance with established quality, service and budgetary guidance
• Effectively leverages internal partnership to achieve shared accountabilities.
• Responsible for leadership, communication, employee engagement and coordination of business and Enterprise initiatives
• Inspires a high performing team to deliver exceptional experiences to the members, engaged employees and achieve exceptional results
• Hires, develops, and coaches claims leaders for results delivery
• Creates conditions for success removes obstacles, leads, and champions change
• 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 related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree
• 10 years of progressive customer service, operational, military or leadership experience to include minimum of 6 years demonstrated P&C proficiency and experience
• 4 years of people leadership experience in building, managing and/or developing high-performing teams
• Demonstrated ability to lead through change, drive business results and create a culture of accountability
• Proven leadership and ability to influence at all levels of management
• Demonstrated ability to effectively communicate, both orally and in writing, to executive leadership, driving accountability and sense of urgency
• Strong knowledge and applied compliance with Department of Insurance, Fair Claims Practices and Federal regulations governing claims handling.
• Business and technical acumen in the areas of effective claims handling processes, claims risk and compliance, integrated change management and front-line communications leading to operational excellence
What sets you apart:
• 7+ years claims experience to include operational auto claims leadership roles at scale
• Leadership experience with a distributed office, diverse workforce and/or remote employees
• Proven claims-oriented project and process improvement experience
• Proven background in success leading large-scale efforts, with measurable outcomes to the membership and employee experience
• Strategic thinker with proven ability to lead change effectively and deliver business outcomes
• Demonstrated…

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