About this role
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.
The Opportunity
As a dedicated AVP, Business Excellence, you will Oversees Omnichannel transformational change efforts, integrating data-driven sales and service insights with employee feedback to create innovative solutions that deepen Member relationships. Responsible for development, oversight, and direction of large, complex, cross-functional initiatives that align to business strategy including the Moments that Matter. Accountable to the horizontal transformation of Member Journeys which are the cornerstone of the Bank Member Service Strategy. Responsible for Omnichannel sales and service performance, ensuring effective metrics, scorecards, analytics, targets, governance, risk identification and compliance are in place to monitor channel performance.
Ensures the effective collection and integration of employee feedback into transformational process improvement efforts across the Bank. Builds integration across individual initiatives and process improvement efforts to ensure we are designing end-to-end solutions consistent with strategic and operational plans, compliance, and risk management.
This role is remote eligible, however, individuals residing within a 60-mile radius of a USAA office will be expected to work on-site four days per week.
- Make strategic decisions that influence operational and financial performance.
- Accountable for implementing programs that monitor and measure risk and compliance.
- Develop and oversee large key initiatives and serve as an integration point to support complex Bank or Enterprise-wide initiatives; accelerate the strategic execution of key cross-functional workstreams.
- Ensure an end-to-end strategy is in place to incorporate employee feedback as a key element of our process improvement efforts and target state design.
- Build partnerships and accountability across a wide range of capabilities (Labs, Digital, Product, Operations) to drive change and adopt new ideas.
- Drive integration, collaboration, escalation paths, and transparency to help senior leadership understand our progress and ensure we are leveraging our full set of capabilities to deliver the best experience for our members.
- Develop and implement Performance Metrics, Scorecards, & Analytics (tools, techniques, scorecards, metrics) and advise/teach leaders on using data to run the business.
- Responsible to ensure effective oversight, governance, risk identification, and compliance in place to monitor channel performance.
- Oversee the implementation of key performance measures, core competencies and core values into sales and service performance strategy.
- Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
- 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 experience focused on managing large-scale banking initiatives/projects, managing strategic programs, and delivering results within a highly regulated environment.
- 5 years of experience in sales/service effectiveness or performance analytics and reporting, including experience providing trends/solutions in a contact center or large operations environment.
- 6 years of people leadership experience in building, managing and/or developing high-performing teams is required.
- Proven ability to lead innovation efforts from conception through roll-out/execution and on-going support, ensuring tight alignment to strategy.
- Executive-level experience with human-centered design and large-scale systems design and development.
- Highly effective at building partnerships and influencing key decisions at a senior stakeholder level; proven ability to present information and build relationships with other executive management stakeholders.
- In-depth knowledge required of financial industry laws, rules, and regulations as well as regulatory guidance on processes, programs, and operations.
What sets you apart:
- Proven experience in contact center operations leadership
- Extensive experience in first- and second‑line operational risk and compliance
- Thorough understanding of banking risk frameworks and program governance
- Strong leadership capabilities
- Military connection or experience
What we offer:
Compensation:
The salary range for this position is: $169,880 - $305,780.
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.
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.
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, 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.
Other facts
About USAA
Since the beginning, our mission has been to provide a range of financial services to the military community and their families. Along the way, we’ve also established ourselves as a destination employer for passionate people looking to serve those who are willing to give it their all.
Our mission is to stand with our members and be there for them and their families by facilitating their financial security. It starts with offering a range of highly competitive products, exceptional service, and trusted advice. But to be the military community’s provider of choice also takes dedicated team members who share our core values of service, loyalty, honesty, and integrity.
What you'll do
- Oversee Omnichannel transformational change efforts and ensure effective metrics and analytics are in place to monitor channel performance. Build partnerships across various capabilities to drive change and enhance member experiences.
Ready to join USAA?
Take the next step in your career journey