Executive Director, Claims Operations

Why USAA?

Accountable for auto, property or other claims teams to deliver operational business results at scale. Responsible for member service, paying what we owe, controlling expenses, employee engagement, quality, operational risk and compliance across multiple MSTs. Executes and influences claim’s strategies and plans. Leads diverse groups of virtual and office based teams across multiple geographic locations. Responsible for identifying and advancing broad process improvements to the operation including efficiency, effectiveness, compliance and regulatory adherence.

This position can be based in one of the following locations: San Antonio, TX or Phoenix, AZ. Relocation is available.

The Opportunity

• Influences, drives and supports operations strategy, plan, goals and objectives in support of Claims Strategy.
• Accountable for supporting claims servicing solutions across process, technology, workforce, third party, and/or analytics in support of P&C product competitiveness
• Provides directional guidance and workload prioritization duties in support of operations for the functional area assigned.
• Establishes and maintains operational controls around member contact and non-member contact staffing requirements within assigned process.
• Provides guidance on technical matters and extends settlement authority within their process (or as delegated).
• Monitors the utilization, quality and costs of independent appraiser, adjusters, alliance partners and others in accordance with established quality, service and budgetary guidance.
• Effectively leverages internal partnership to achieve shared accountabilities. 
• Responsible for leadership, communication, employee engagement and coordination of business and Enterprise initiatives. 
• Inspires a high performing team to deliver exceptional  experiences to the members, engaged employees and achieve exceptional results.
• Hires, develops, and coaches claims leaders for results delivery. 
• 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.
• 10 years of progressive customer service, operational, military or leadership experience to include minimum of 6 years demonstrated P&C proficiency and experience. 
• 4 years of people leadership experience in building, managing and/or developing high-performing teams.
• Demonstrated ability to lead through change, drive business results and create a culture of accountability.
• Proven leadership and ability to influence at all levels of management.
• Demonstrated ability to effectively communicate, both orally and in writing, to executive leadership, driving accountability and sense of urgency.
• Strong knowledge and applied compliance with Department of Insurance, Fair Claims Practices and Federal regulations governing claims handling. 
• Business and technical acumen in the areas of effective claims handling processes, claims risk and compliance, integrated change management and front-line communications leading to operational excellence.

What sets you apart:

• 7+ years of P&C Claims experience to include operational Auto or Property leadership roles.
• Proven background and success leading large-scale, multi-site, contact center operations (500+ employees).
• Demonstrated experience and understanding of contact center strategies, technology (NICE WFM, speech analytics, Cisco telephony, etc.), budgeting and forecasting.
• Strong technical aptitude and experience with long range contact center workforce planning,  and workforce management practices.
• Experience developing and operationalizing training and quality assurance programs within a contact center environment.
• Strong technical aptitude and analytical skills to lead initiatives to improve contact center effectiveness and efficiencies and drive results.
• US military experience through military service or a military spouse/domestic partner.

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 position. The salary range for this position is: $163,880.00-294,980.00.

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

Long Term Incentive Plan: Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

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.