• Job Description

  Req#: R0091466

  Why USAA?

  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

  We are seeking a dedicated Director, Claims Operations for our Colorado Springs, CO Campus.

  Manages and is 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. Drives execution of operational risk management, regulatory compliance training, policies and procedures across multiple teams.

  This position is a hybrid work type and can be based in one of the following location: Colorado Springs, CO. Hybrid roles help employees gain the best of both worlds – collaborating in-person in the office and working from home when needed to achieve focused results.

  What you'll do:

  • Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

  • Selects, develops, leads and holds managers accountable for serving members and providing appropriate solutions in auto, property and other claims operations through their teams.

  • Consistently mentors 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.

  • Plans, organizes, and controls the resources to deliver the appropriate claims service.

  • Accountable for ensuring compliance with regulations, policies, procedures, and the fair claims settlement practices act.

  • Provides guidance on technical matters, monitors claims reserves and extends settlement authority.

  • Responsible for service, loss control, and loss adjustment expense.

  • Identifies trends and develops action plans as appropriate.

  • Understands, researches, and works to influence the financial impact for their respective business area.

  • Inspires a high performance team that works to deliver exceptional experiences to the members and achieve exceptional results.

  • Builds conditions for success removes obstacles, leads and champions change.

  • 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.

  • 8 years of dynamic 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:

  • Experience leading Physical/Material Damage claims organization of 50 or more employees.

  • Demonstrated ability to build and execute to business strategy to include a rigorous quality assurance program

  • Currently holds ICAR Pro level III designation.

  • Experience leading both employees and 3rd party suppliers to include Collision Centers, Independent Adjusters, Rental Car, Glass, Roadside, Salvage providers

  • Experienced territory/employee-based optimization

  • Experience in leading both virtual and face to face delivery of APD experiences

  • Demonstrated proficiency in performance management and accountability

  • Demonstrated excellence in communication at all levels to include Executive level management (EMG).

  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 and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. The salary range for this position is: $132,500 - $253,220

  Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

  Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include 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, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

  For more details on our outstanding benefits, please visit our benefits page on USAAjobs.com.

  Relocation assistance is not available for this position.

  USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

• About the company

  The United Services Automobile Association (USAA) is a San Antonio-based Fortune 500 diversified financial services group of companies including a Texas Department of Insurance-regulated reciprocal inter-insurance exchange and subsidiaries offering banking, investing, and insurance to people and families who serve, or served, in the United States Armed Forces. Since 1922, USAA has served the military community and their families.

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