Manager, Claims Operations - STARS

$99,160 - $178,480/Yr

USAA - San Antonio, TX

Full-time - Manager

San Antonio, TX

Credit Intermediation and Related Activities

About the position

The Manager, Claims Operations - STARS at USAA is responsible for overseeing auto claims operations and ensuring high-quality service for members. This role involves managing a team of claims service employees, driving process improvements, and ensuring compliance with operational risk management policies. The manager will coach and develop employees, handle escalations, and identify opportunities for enhancing operational effectiveness and member experiences.

Responsibilities

• Manage and oversee auto claims operations and member service employees.
• Develop engaged employees through regular coaching and feedback.
• Execute process improvements and lead organizational changes.
• Drive operational risk management and regulatory compliance training.
• Inspect and review the quality of claim files and provide feedback to employees.
• Identify opportunities to improve operational effectiveness and member experiences.
• Manage workload volumes, staffing, and training needs for optimal productivity.
• Handle escalations and make decisions based on policy.
• Facilitate employee skill identification and career progression.
• Hire, develop, and coach claims employees for results delivery.

Requirements

• Bachelor's degree or 4 years of related experience in lieu of a degree.
• 6 years of progressive customer service, operational, military, or leadership experience, including 2 years of claims handling experience.
• 2 years of direct team lead, supervisory, or management experience.
• Experience using and interpreting data for decision-making.
• Demonstrated leadership, initiative, customer service, and claims handling skills.
• Ability to acquire and maintain applicable insurance adjuster license within 6 months.

Nice-to-haves

• Auto Physical Damage direct management or supervisory experience.
• Possession of I-CAR Platinum class status or ability to acquire it.
• Advanced knowledge of auto claims contracts and case law interpretation.
• Familiarity with salvage procedures and claims systems.
• Good computer skills, including knowledge of CCC One estimating platforms and Excel spreadsheets.
• Strong negotiation, investigation, and adjudication skills.

Benefits

• Comprehensive medical, dental, and vision plans.
• 401(k) and pension plans.
• Life insurance coverage.
• Parental benefits and adoption assistance.
• Paid time off program with paid holidays and 16 paid volunteer hours.
• Various wellness programs.
• Career path planning and continuing education support.