Director, Claims Operations (Phoenix)

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

The Opportunity

The Director role will be focused on leading multiple teams in our new Claims Contact Center . The Director role will be instrumental in supporting the build out of a new contact center operation for P&C Claims.

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.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position is based in our Phoenix, AZ campus 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 related experience (in addition to the minimum years of experience required) 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:

• Current or prior contact center experience to include familiarity with real time management principles and tools.

• 2+ years experience in handling and interpreting Auto Claims

• Passionate about developing and training employees to deliver world-class service and quality

• 2 years experience managing teams in an inbound contact center environment

• Experience driving results through performance accountability

• Working knowledge of contact center technologies and applications (NICE WFM, NICE Engage, Gridspace, etc.)

• US military experience through military service or a military spouse/domestic partner

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: $138,230.00 - $248,810.00.

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.