Director, Claims Operations

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

As a dedicated Director, Claims Operations for Auto-Non-Injury, this individual will work in either the Tampa, FL Commerce Park Office or the Tampa, FL Crosstown office.  

This individual manages and is accountable for auto and other Claims Operations member service teams who are responsible for delivering business results. You will be responsible for leading execution change management, claims strategies, leader development and technology adoption. You will drive execution of operational risk management, regulatory compliance training, policies, and procedures across multiple teams.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in either Tampa, FL Office. 

Relocation assistance is NOT available for this position.

What you’ll do:

• Identifies and manages existing and emerging risks that stem from business activities and the job role. 

• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled. 

• Follows written risk and compliance policies, standards, and procedures for business activities. 

• 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 coaches managers on leading their teams on claims handling, inspecting, and reviewing quality of claims and responding to escalations.

• 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 reserve, 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.

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

What you have: 

• Bachelor’s degree: OR 4 years of related experience 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.

What sets you apart:

• Recent Claims Director level experience.

• Experience leading teams handling Auto, Non-Injury Claims.

• Experience leading operations teams handling Total Loss.

• Demonstrated ability to effectively lead through strategic & organizational changes delivering intended results and outcomes.

• Advanced level of business acumen in the areas of the industry practices and emerging trends to drive exceptional results and process improvements.

• Experience shaping a culture of inclusivity and excellence as evidenced by leadership in internal/external organizations to include Diversity Business Groups (DBGs).

• Experience understanding our unique membership as demonstrated by military acumen/military affiliation.

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: $138,230 - $264,200.
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.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

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.