Head of Operations leading and scaling Osigu's operations across Brazil, MCAC, and Colombia. Ensuring high - quality processes and customer satisfaction in a hybrid role based in Bogotá.
About the role
- Director of Claims Operations managing service teams responsible for claims handling and compliance at USAA. Leading change management and driving operational strategies for exceptional member experiences.
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
- Coach managers on leading their teams on claims handling, inspecting, and reviewing quality of claims and responding to escalations
- Provide guidance on technical matters, monitor claims reserves and extend settlement authority
- 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
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