Operations Leader, Claims Management

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. As a dedicated AVP Claims Injury Operations, you will be accountable for auto, property and / or other claims teams to deliver operational business results at scale. Responsible for member service, paying what we owe, controlling expenses, employee engagement, quality, operational risk and compliance across multiple operational areas. Sets operational goals and measures to achieve overall claims targets. Designs and implements claim’s strategies supporting enterprise objectives. Responsible for identifying and advancing broad strategic improvements to the operation including efficiency, effectiveness, compliance and regulatory adherence. We offer a flexible work environment that requires an individual to be

in the office 4 days per week.

Leads broad functional Claims and P&C projects and may serve as an executive sponsor for projects.

Influences and executes claims servicing solutions across process, technology, workforce, third party, and / or analytics in support of P&C product competitiveness

Influences and executes operations strategy, plan, goals and objectives in support of Claims Strategy

Hires, develops, and coaches claims leaders for results delivery.

Provides executive leadership and guidance on technical matters and extends settlement authority within their process (or as delegated).

Demonstrates executive-level thought leadership, strategy development, and financial and operational planning.

Oversees the development and implementation of functional policies, procedures and guidelines.

Identifies opportunities and facilitates major improvements to processes and systems and works with internal partners to accomplish shared accountabilities.

Engages with and represents USAA with external partners as appropriate.

Works with internal partners to establish appropriate controls within operational area.

Responsible for leadership, communication, employee engagement and coordination of business and Enterprise initiatives.

Inspires a high performing team to deliver exceptional experiences to the members, engaged employees and achieve exceptional results.

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

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 customer service, operational, military or leadership experience to include a minimum of 8 years of demonstrated P&C proficiency and experience.

~6 years of people leadership experience in building, managing and / or developing high-performing teams.

~ Experience in developing P&C business solutions to include building a business case, creating influence and delivering results.

~ Executive-level business and technical acumen in the areas of effective claims handling processes, claims risk and compliance, integrated change management and front-line communications leading to operational excellence.

~ Proven ability to influence leaders across multiple disciplines and executive levels.

~ Strong knowledge and applied compliance with Department of Insurance, Fair Claims Practices and Federal regulations governing claims handling.

~ Experience using data insights and making recommendations decision-makers.

Demonstrated experience effectively leading injury, casualty and / or litigated claims in a complex environment

Experience leading and executing end to end claim processes including the investigation, evaluation, negotiation and settlement of injury claims

Ability to monitors analyze and make decisions based on data including operational reporting, industry trends and internal assessments.

Effectively collaborate with critical partners including underwriting, reserving, product, legal and actuaries to deliver the strategy.

Ability to deliver executive level reporting to senior leadership on claims performance, financials and strategic initiatives.

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.

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

Long Term Incentive Plan : Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

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.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. 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.