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. Be part of what truly makes us special and impactful.
We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.
The Opportunity
As a dedicated Director of Claims Operations, you will manage and be accountable for auto 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.
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 San Antonio, TX only. Relocation assistance is not available for this position.
What you'll do:
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 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.
Creates 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 relevant education and/or experience.
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 (leading larger teams of managers/ supervisors)
Experience leading teams handling Auto, Non-Injury Claims (to include Physical Damage)
Proven ability to effectively lead through strategic & organizational changes delivering intended results and outcomes
Advanced level of business acumen in Claims 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 Resource Groups (DBG’s/ERG’s)
Experience understanding our unique membership as demonstrated by military acumen/military affiliation.
US military experience through military service or a military…