Responsible for the Life Co. Survivor Relations Team (SRT) and the vision, strategy, and execution of the Survivor Relations member experience and model. Partners with Life Co. and Enterprise stakeholders to enhance USAA’s reputation and brand to provide world-class service related to the Enterprise Loss of a Loved one experience across all USAA lines of business. Continually assesses business and operational risks and maintains effective controls to ensure regulatory and law compliance. Additionally, this position will refine and build on the existing Survivor Relations model to embrace and employ new technologies, automation, and new ways of working to propel this vital member service operation to new levels of excellence.
Provides leadership and strategic direction to the Survivor Relations team and senior management to ensure quality advocacy and an exceptional member experience related to Loss of a Loved one.
· Develops and implements strategies to provide compassionate and efficient support to survivor members/beneficiaries with an empathetic leadership approach.
· Manages and oversees SRT operations and is responsible for optimizing operational costs, performance, and enhancing the member experience while maintaining appropriate service levels that deliver value to members and beneficiaries.
· Collaborates with USAA Federal Savings Bank and P&C senior leadership, along with cross functional teams to include Finance, and IT, to develop, plan, and implement operational strategies and initiatives that align with organizational goals and business objectives.
· Leads change and communication efforts for Survivor Relations and enterprise initiatives, programs, and policies.
· Partners with VP, Survivorship and Claims to establish annual department budget and continually monitors costs and expenses to ensure adherence to the budget.
· Builds and oversees a team of Survivor Relations professionals 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.
· 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 managing and optimizing contact centers or digital operations.
· 6 years of experience leveraging technology to improve member and employee experiences and efficiency across channels and operations.
· 4 years of people leadership experience in building, managing and/or developing high-performing teams.
· Demonstrated success leveraging data and research to understand trends shaping member expectations and utilizing the insights to enhance employee and member experiences.
· Experience collaborating with key resources and stakeholders, influencing decisions, and managing work to achieve strategic goals.
· Extensive knowledge of risk management and compliance practices with experience in mitigating risk.
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.
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