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Manager, Claims Operations - New Business Venture & Innovation - Colorado Springs Colorado
Company: USAA Location: Colorado Springs, Colorado
Posted On: 04/25/2024
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 OpportunityThe OpportunityAs a dedicated Manager of Claims Operations you will manage a non-injury team on the New Business Venture and Innovation (NBV&I) team.This is a leadership position on the Noblr, Pay as you drive (PAYD) Claims team. This is a unique opportunity to hire an experienced claims professional to join the NBV&I team. The selected hire(s) will be working within Noblr/PAYD guidelines and framework, responsible for leading non-injury auto claims, including ATF & TL. In tandem, there will be potential opportunities to be part of the operational planning to determine process workflow(s) and claims handling procedures. We are specifically looking for employees that want to be part of building something new, are self-sufficient in problem solving, and enjoy operating in the gray while helping build and frame out the future of auto.Manages and is accountable for auto, property, and other claims operations member service employees who are responsible for serving our members, and providing appropriate solutions as they investigate, evaluate and negotiate the claim. Develops engaged employees through regular coaching and feedback to deliver business results. Manages process improvements, provides feedback on the process and leads organizational process changes. Drives execution of operational risk management, regulatory compliance training, policies and, procedures.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, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.What you'll do: - Inspects and reviews quality of claim files and provide feedback to employees as appropriate.
- Responsible for ongoing coaching and driving awareness so employees understand how their work and contributions support the overall claims and Enterprise strategies.
- Proactively finds opportunities to improve operational effectiveness, member experiences and processes providing feedback to internal partners
- Creates conditions for success removes obstacles, leads and champions change.
- Achieves optimal productivity through handling workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.
- Responsible for ongoing monitoring of work to ensure consistent execution of processes and adherence to guidelines and frameworks.
- Handles issues and makes appropriate decisions based on the policy.
- Facilitates and guides employees through skill identification and developing for career progression Supports projects by serving as a subject matter authority.
- Hires, develops, and coaches claims employees for results delivery.
- Consistently mentors employees on claims handling and finds opportunities to improve overall process and engagement
- 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.
- 6 years of progressive customer service, operational, military or leadership experience to include a minimum of 2 years of claims handling experience required with shown strength.
- 2 years of direct team lead, supervisory or management experience.
- Experience using and interpreting data to make decisions.
- Demonstrated leadership, initiative, customer service and/or claims handling skills.
- Acquisition and maintenance of applicable insurance adjuster license within 6 months time in role.What sets you apart:
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