Skip to main content

Director, Claims Operations (Hybrid - Phoenix, AZ)

Apply Now
Job ID R0071211 Date posted 11/24/2021

Purpose of Job

We are seeking a hardworking Director, Claims Operations for our Phoenix, AZ facility. This person will be working hybrid which means working both in office and remote. However, the expectations will be to be working in office more than at home.

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.

Job Requirements

About USAA

USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.

USAA Careers – World Class Benefits (31 seconds)

Primary Responsibilities:

  • 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 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 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.

When you apply for this position, you will be required to answer some initial questions.  This will take approximately 5 minutes.  Once you begin the questions you will not be able to finish them at a later time and you will not be able to change your responses.

Minimum Requirements:

  • Bachelor’s Degree: 4 additional years of related experience beyond the minimum required may be substituted in lieu of a 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.

Preferred Qualifications

  • 3 or more years of Claims Manager Operations experience.

  • 1+ Years leading people leaders.

  • Experience leading large-scale projects or initiatives.

  • Master's Degree or CPCU designation.

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.

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 position. The salary range for this position is: $106,800 - $192,300 *(this does not include geographic differential it may be applied based on your work location)

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

*Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average. 

Shift premium: will be addressed on an individual-basis for applicable roles that are consistently scheduled for non-core hours.  

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.

Please click on the link below for more details.

USAA Total Rewards

Relocation assistance is now available for this position.

Apply Now