Claims Operations Manager - Coaching & Process Improvement

USAA Life Insurance Company; Tampa (FL); On-site; USD 103,000 - 192,000; Full time

Benefits offered by this job

comprehensive medical

dental and vision plans

401(k)

pension

life insurance

parental benefits

adoption assistance

paid time off program with paid

Job summary

USAA Life Insurance Company is seeking a Manager of Claims Operations to lead auto and other claims operations, coaching teams, and driving process improvements in Tampa, FL. The role requires building capable teams, monitoring performance, and ensuring adherence to risk and compliance standards.

The position demands 6 years in customer service/operations with claims experience, 2 years in a supervisory role, and an insurance adjuster license within 6 months.

Qualifications

• Bachelor's degree; OR 4 years of relevant education and/or experience.
• 6 years of progressive customer service, operational, military or leadership experience to include a minimum of 2 years of claims handling experience.
• 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.

Responsibilities

• 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 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.

Skills

Leadership

Data-driven decision making

Customer service

Claims handling

Team leadership

Education

Bachelor's degree / equivalent

Job description

USAA Life Insurance Company is seeking a Manager of Claims Operations to lead auto and other claims operations, coaching teams, and driving process improvements in Tampa, FL. The role requires building capable teams, monitoring performance, and ensuring adherence to risk and compliance standards.

The position demands 6 years in customer service/operations with claims experience, 2 years in a supervisory role, and an insurance adjuster license within 6 months.