Head of Operations & Business 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. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs. As a dedicated Manager, Claims Operations , the selected candidate 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. Develop engaged employees through regular coaching and feedback to deliver business results. Execute process improvements, provide 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 will be based in Chesapeake, VA office location. Relocation assistance is not available for this position. 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. Achieves optimal productivity through managing 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 escalations 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 expert. Hires, develops, and coaches claims employees for results delivery. Consistently coaches employees on claims handling and identifies 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. Bachelor's 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 demonstrated proficiency. ~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. Current or previous experience as a Claims Manager/Supervisor. ~3+ years of recent Claims Manager or Supervisor experience. ~ Experience handling physical damage claims. ~ Strong experience coaching and developing claims adjusters to meet organizational and development goals. ~ US military experience through military service or a military spouse/domestic partner. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.). 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. 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. 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.