Hybrid Director, Claims Operations – Field

at USAA

• Job title: Director, Claims Operations – Field
• Job type: Full Time
• Experience level: Lead
• Salary: $143,320 - $273,930 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, San Antonio, United States

About the role

• Director of Claims Operations managing service teams and claims strategies at USAA. Driving change management and operational risk compliance while providing exceptional member service.

Responsibilities

• Manage and be accountable for auto, property, and other claims operations member service teams
• Lead 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
• 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, monitoring claims reserves and extending settlement authority.
• Be responsible for service, loss control, and loss adjustment expense.
• Identify trends and develop action plans as appropriate.
• Inspire a high-performance team that works to deliver exceptional experiences to the members and achieve exceptional results.

Requirements

• 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.

Benefits

• comprehensive medical, dental and vision plans
• 401(k)
• pension
• life insurance
• parental benefits
• adoption assistance
• paid time off program with paid holidays plus 16 paid volunteer hours
• various wellness programs
• career path planning and continuing education