Auto Physical Damage Manager, Claims Operations (Remote)

Job Description

Purpose of Job

We are currently seeking an Auto Physical Damage, Manager of Claims Operations. This leader will work Remote and will serve Boston, MA, and the Surrounding Areas. This individual must be within proximity of Boston, MA.
The Manager of Claims Operations manages and is accountable for auto, physical damage Field employees who are responsible for serving our members, and providing appropriate solutions as they investigate, evaluate, and negotiate the claim. Develops engaged employees through regular coaching and feedback to deliver business results. Executes process improvements, provides feedback on the process, and leads organizational process changes. Drives execution of operational risk management, regulatory compliance training, policies, and procedures.
**Company Car Provided**

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.

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, standards, and procedures for business activities.
• 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.
• Proactively identifies opportunities to improve operational effectiveness, member experiences and processes providing feedback to internal partners
• Creates conditions for success removes obstacles, leads and champions change.
• Achieves optimal productivity through leading 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.
• Handle 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.

Minimum Qualifications:

• 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.
• 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.

Preferred Qualifications:

• 3+ years of P&C leadership experience with proven coaching and development skills
• Auto Physical Damage/Material Damage experience
• Experience with STARS or other automotive Direct Repair Programs (DRP)
• Bachelor’s degree
• ASE, I-CAR, technical certifications such as AIC, ARM, SCLA, or CPCU designation(s)
• Familiarity with salvage procedures, identifying possible subrogation files, as well as claims systems and photo imaging
• Strong computer skills to include working knowledge of CCC One estimating platforms, and Microsoft Office products
• Demonstrated strong training, coaching, mentoring skills
• Strong negotiation and investigation skills

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 data of the position. The salary range for this position is: $98,200 - $176,800.
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, visit our benefits page on USAAjobs.com.

Relocation assistance is not available for this position.

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.