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USAA · 2 months ago

Manager, Claims Operations - Property CAT

Glendale, AZ

Full-time

Onsite

Mid, Senior Level

$103K/yr - $186K/yr

6+ years exp

USAA is dedicated to empowering its members to achieve financial security through exceptional service and products. The Manager, Claims Operations will lead a team responsible for property claims, ensuring effective member service and operational risk management while driving process improvements and employee development.

Responsibilities

Inspect and review 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 identify opportunities to improve operational effectiveness, member experiences and processes providing feedback to internal partners

Build conditions for success removes obstacles, leads and champions change

Achieve optimal productivity through leading 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

Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Qualification

Claims handling experienceData interpretationLeadership experienceInsurance adjuster licenseProperty claims knowledgeXactimate proficiencyCustomer service skillsCoaching skillsOperational effectivenessTeam management

Required

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