Director, Claims Operations - Auto Non-Injury Core (Chesapeake)

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

As a dedicated Director, Claims Operations you will lead a team of Auto Claims Managers. This team handles Auto, Non-Injury Core level Claims.

In this role you will lead auto claims operations member service teams who are responsible for delivering business results. You will lead execution change management, claims strategies, leader development and technology adoption. You will also drive execution of operational risk management, regulatory compliance training, policies and procedures across multiple teams.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in Chesapeake, VA.  Relocation assistance is available for this position.

What you'll do:

• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
• Select, develop, lead and hold managers accountable for serving members and providing appropriate solutions in auto, property and other claims operations through their teams.
• Consistently coach managers on leading their teams on claims handling, inspecting and reviewing quality of claims and responding to escalations.
• Be responsible for achievement of assigned goals, objectives and scorecard deliverables.
• Plan, organize, and control the resources to deliver the appropriate claims service.
• Be accountable for ensuring compliance with regulations, policies, procedures, and the fair claims settlement practices act.
• Provide guidance on technical matters, monitors claims reserves and extends settlement authority.
• Be responsible for service, loss control, and loss adjustment expense.
• Identify trends and develop action plans as appropriate.
• Understand, research, and work to influence the financial impact for their respective business area.
• Inspire a high performance team that works to deliver exceptional experiences to the members and achieve exceptional results.
• Create conditions for success, remove obstacles, lead and champion change.

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.
• 8 years of progressive customer service, operational, military or leadership experience to include a minimum 6 years of P&C experience with 4 of those years in claims required with demonstrated proficiency.
• 3 years of direct team lead or management experience.
• Demonstrated team leadership, cross-functional collaboration, building business solutions, and/or claims accountabilities.
• Experience using, interpreting, solutioning and leading with data.

What sets you apart:

• Recent Claims Director level experience (leading larger teams of managers/ supervisors)
• Experience leading teams handling Auto, Non-Injury Claims (to include Physical Damage)
• Proven ability to effectively lead through strategic & organizational changes delivering intended results and outcomes
• Advanced level of business acumen in Claims industry practices and emerging trends to drive exceptional results and process improvements
• Experience shaping a culture of inclusivity and excellence as evidenced by leadership in internal/external organizations to include Diversity Business Resource Groups (DBG’s/ERG’s)
• Experience understanding our unique membership as demonstrated by military acumen/military affiliation
• US military experience through military service or a military spouse/domestic partner

Compensation range: The salary range for this position is: $147,750 - $265,950.

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

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