Why USAA?

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.
We believe in our core values of honesty, integrity, loyalty and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

Responsible for the execution of USAA Life/Health/Retirement Income direct distribution model, inclusive of acquisition, deepening and retention capabilities, across both the digital and human channels. Coordinate with stakeholders to effectively and efficiently enhance USAA’s reputation as a trusted provider of exceptional service while becoming the leading digital provider. Leads and manages across dispersed regional locations to meet production, service level, member satisfaction, Net Promoter Score, sales, compliance, and quality objectives.

What you’ll do:

• Executes the member, market and financial plans for the Life, Health or Retirement Income channels.

• Ensures teammates feel empowered to compliantly serve our members, confidently speak up to share their concerns, and professionally develop themselves to ensure USAA remains among the best places in the world to work.

• Accountable for exceptional levels of member satisfaction and net promoter scores within the distribution channel, while supporting enterprise net promoter and member satisfaction scores.

• Executes change and communication of CoSA and Enterprise initiatives, programs and policies.

• Builds and oversees a team through recruiting, developing, retaining, coaching, guiding, 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 or more years of progressive related experience managing major initiatives and delivering results within a complex matrix environment in financial services required.

• 4 or more years of people leadership experience in building, managing and/or developing high-performing teams.

• Experience collaborating with key resources and stakeholders, influencing decisions and managing work to achieve strategic goals.

• Executive level business acumen in the areas of business operations, industry practices and emerging trends.

• Ability to obtain FINRA license Series 7, 66 (or 63 and 65), 24, 51 (or 53), if supporting retirement income.

• May be required to have the ability to obtain Life/Health license within 90 days of job entry.

What sets you apart:

• US military experience through military service or a military spouse/domestic partner [optional]

• Experience in the Servicing of Life, Health, and Annuity products.

• Experience in leading multi-site contact center.

• Experience driving prioritization of process enhancement and technology needs to optimize operations; enhancing the employee and member experience.

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: $ 142,500.00-256,500.00 .

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.