AVP, Physical Damage

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

Provides executive leadership and oversight for the development, operation, and handling of all aspects related to the Auto Physical Damage process. Responsible for member service, accuracy of indemnity, expense management, employee engagement, quality, operational risk, and compliance and delivering business results. Accountable for developing Auto Physical Damage strategies supporting enterprise objectives. Responsible for identifying and advancing broad strategic improvements to the operation including efficiency, effectiveness, compliance, and regulatory adherence. Works with Government and Industry Relations on matters that impact the membership and assist in shaping proposed or alternative language.  Serves as a subject matter expert for Product/State Management as well as identify trends. Leads virtual and office- based leaders across multiple geographic locations.

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, Colorado Springs, CO, Chesapeake, VA or Tampa, FL.

• Develops the Auto Physical Damage Strategy, in collaboration with operational leaders, to drive physical damage Member Satisfaction (MSAT), Quality and Efficiency.
• Provides oversight of Auto Physical damage investigations, evaluations, settlements, and operations for auto claims and directs the development and implementation of functional policies, procedures, and guidelines.
• Demonstrates executive level thought leadership, strategy development, and financial and operational planning and influences and executes operations strategy, plan, goals, and objectives in support of Claims strategy.
• Provides guidance on technical matters and extends settlement authority within their process (or as delegated).
• Collaborates with other claims process and operational leaders to provide capacity support for CAT, Non-CAT, and enterprise-sponsored events.
• Responsible for leadership, communication, employee engagement and coordination of business and enterprise initiatives.
• Acts as a strategic liaison between USAA and external partners to promote USAA’s position in the industry.
• Monitors the utilization and quality of the auto physical damage 3rd party supply chain in accordance with established quality, service, and budgetary guidance.
• Oversees regional claims field response to ensure quality/consistency to the level necessary to deliver the USAA Mission to the membership in this time of need.
• Keeps abreast of legislative changes and advises and consults Claims Leadership and other internal partners on matters pertaining to Auto Physical damage.
• Works with internal partners to establish appropriate controls within operational area.
• Complies with our claims and enterprise escalation process for first & third party and department of insurance service opportunities.
• Oversees disposition of CEO/Board level service escalations for Auto Physical Damage.
• Builds, develops, and leads a team of individual contributors and managers through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• 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 Physical Damage/Auto Claims related experience to include developing strategies, managing major initiatives, and successfully delivering results within a complex matrix environment.
• 6 years of people leadership experience in building, managing and/or developing high-performing teams.
• Comprehensive knowledge of automobile repair techniques, the principles of property and casualty insurance, coverage interpretations, adjustments procedures and the law that governs contracts, torts, insurance, and the rules of civil procedure.
• Extensive knowledge and understanding of property and casualty products and services, risk and regulatory compliance, and regulations and their impact.