Manager, Claims Operations

Job Description

We are looking for a dedicated Manager, Claims Operations to join USAA's team. In this role, you will manage and lead a team responsible for providing exceptional service to our members in auto and other claims operations. Your responsibilities will include ensuring operational effectiveness, driving process improvements, and fostering employee development to deliver business results. You will also play a key role in risk management, regulatory compliance training, and organizational process changes.

Key Responsibilities

• Identify and manage risks in business activities according to policies and procedures.
• Review claim files for quality and provide feedback to employees.
• Coach employees to align their work with claims and enterprise strategies.
• Drive operational improvements and enhance member experiences through process enhancements.
• Lead and influence change by removing obstacles and implementing solutions.
• Monitor work for consistency and adherence to guidelines and frameworks.
• Handle escalations and make decisions based on policy.
• Develop employees for career progression and support projects as a subject matter expert.

Requirements

• Bachelor's degree or equivalent experience.
• 6 years of progressive customer service, operational, military, or leadership experience, with a minimum of 2 years in claims handling.
• 2 years of direct team lead, supervisory, or management experience.
• Proficiency in data interpretation for decision-making.
• Demonstrated leadership, customer service, and claims handling skills.
• Acquisition of applicable insurance adjuster license within 6 months.

Desired Qualifications

• Experience as a Claims Manager.
• Master's Degree and/or CPCU designation.
• 3+ years of management experience.
• Experience in leading large-scale projects or initiatives.
• Prior contact center management experience.
• Background in process or compliance roles.
• US military experience preferred.

Compensation and Benefits

• Compensation: Salary range $99,160 - $189,530, based on experience and market data.
• Pay incentives based on corporate and individual performance.
• Comprehensive medical, dental, and vision plans.
• 401(k), pension, life insurance, and parental benefits.
• Adoption assistance, paid time off, and volunteer hours.
• Wellness programs, career planning, and continuing education support.

Apply now to join a team that values honesty, integrity, and service. USAA is an Equal Opportunity Employer committed to diversity and inclusion.