Manager, Claims Operations - ATF

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

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. Be part of what truly makes us special and impactful.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

As a dedicated Manager of Claims Operations , you will manage and are accountable for auto, 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. Develops engaged employees through regular coaching and feedback to deliver business results. Executes 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 is based in Tampa, FL (Commerce Park). Relocation assistance is not available for this position.

What you’ll do:

• 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.

What you have:

• 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 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.

What sets you apart:

• Prior claims experience in Non-Injury, Total Loss and/or ATF.
• Experience within multiple P&C Claims area disciplines.
• Demonstrated leadership/coaching experience.
• US military experience through military service or a military spouse/domestic partner.

Compensation range:

The salary range for this position is: $103,450 - $191,970 .

USAA does not provide visa sponsorship for this role. 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. The actual salary for this role may vary by location.

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

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.

Benefits:

• 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 welln