Director, Claims Operations

Why USAA?

Let’s do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

As a dedicated Director, Claims Operations, you will lead and be accountable for auto, property, and other claims operations member service teams who are responsible for delivering business results. Responsible for leading execution change management, claims strategies, leader development and technology adoption. 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 the following location: Tampa, FL. Relocation assistance is not available for this position.

What you'll do:

• 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 issues.
• Responsible for achievement of assigned goals, objectives and scorecard deliverables.
• Plan, organize, and control the resources to deliver the appropriate claims service.
• Accountable for ensuring compliance with regulations, policies, procedures, and the fair claims settlement practices act.
• Provide guidance on technical matters, monitor claims reserves and extend settlement authority.
• 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.
• Encourage a high performance team that works to deliver exceptional experiences to the members and achieve outstanding results.
• Build conditions for success removes obstacles, leads and champions change.
• Ensure risks associated with business activities are efficiently identified, measured, supervised, 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.
• 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:

• 4 years Property Claims Leadership experience
• Experience leading a team of 100 or more
• Demonstrated ability to perform critical review of property estimates (emphasis on damage evaluation proficiency for roof/exterior losses)

• Demonstrated ability to analyze contractual policy provisions in a multi-state environment to provide appropriate guidance and settlement authority
• Demonstrated proficiency with the Xactimate estimating platform
• Completed Bachelor’s Degree
• Completed Master’s Degree or Completed Insurance or Process Engineering Designations (CPCU, SCLA, PCLA)
• Demonstrated ability to effectively lead through strategic & organizational changes delivering intended results and outcomes
• Demonstrated ability to inspire/motivate, develop employees, coach effectively and promote talent
• US military experience through military service or a military spouse/domestic partner
• Ability to work a flexible schedule, at times with extended hours in support of operational claims teams

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

What we offer:

Compensation: USAA has an effective process for assessing market data