VP, Claims Operations

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 VP, Claims Operations, you will be accountable for the auto, property or other claims operation to deliver business results at scale. Responsible and accountable for the operational execution of the member experience in claims. Creates and delivers a strategic focus on world class member experience and operational results. Collaborates across Operations and other business lines to ensure delivery of the USAA mission.

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 one of the following locations: San Antonio, TX, Phoenix, AZ, or Tampa, FL. Relocation assistance is available for this position.

What you'll do:

• Accountable for developing Claims operations strategy, plan, goals and objectives in support of USAA Strategy

• Accountable for delivering on plan objectives across employee, member, financial and quality goals

• Drives industry best practices and adoption within claims process creating continuity across the P&C Company.

• Leads Claims Experience owners, operational executives and/or claims functional groups to achieve business outcomes.

• Collaborates effectively with product line leaders and other senior executives to support Enterprise initiatives.

• Drives overall risk management and regulatory compliance through consistent frameworks and business routines.

• Sponsors and shapes large transformational efforts across multiple Operational areas, Lines of Business or Enterprise.

• Builds and leads a team of claims executive leaders for results delivery through recruiting, development, retention, coaching and performance management.

• Designs and champions claim servicing solutions across process, technology, workforce, third party, analytics in support of P&C product competitiveness

• Collaborates with internal partners to build supporting capabilities and deliver on shared accountabilities

• 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 financial services experience to include P&C industry work experience in Claims developing strategies, managing major P&C initiatives and delivering results within a complex matrix environment.

• 8 years of senior leadership experience in building, managing and/or developing high-performing teams and delivering results at scale.

• Extensive experience building strategic solutions or demonstrated ability to deliver transformation at scale.

• Executive-level business acumen in P&C, insurance risk, compliance, integrated change management and front-line communications leading to operational excellence.

• Proven ability to influence and develop positive working relationships with leaders across multiple disciplines and executive levels.

• Demonstrated ability to create, develop and convert strategic vision into a plan and execute on that plan.

• Understanding of government regulations and legal requirements involving P&C business.

• Executive-level risk assessment skills, including risk identification and measurement, mitigation strategy development, regulatory management, policy and procedure development.

What sets you apart:

• Experience leading large-scale personal lines Property claims operations.

• Strategic re-engineering experience strongly preferred.

• Proven experience identifying and leveraging advanced analytics to drive decisions and deliver business outcomes.

• Experience leading claims transformation with digitization and automation.

• Demonstrated knowledge with process excellence discipline.

• Advanced degree or industry certification such as MBA/CPCU.

• US military experience through military service or a military spouse/domestic partner

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