USAA

AVP, Insurance Sales and Service – Contact Center

USAA

full-time

Posted on:

Location Type: Office

Location: San Antonio • Arizona • Florida • United States

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Salary

💰 $195,230 - $351,410 per year

Job Level

Lead

About the role

  • Leads large-scale P&C Insurance Sales & Service licensed member contact department(s) in an office and virtual environment to drive overall member experience for USAA.
  • Builds and leads teams through the ongoing execution of recruitment, development, retention, coaching and support, and performance management of multi-level workforce in fulfillment of our Corporate Mission and USAA Standard.
  • Plans and operates across both internal and Third-Party contact center agencies.
  • Develops and leads the implementation of contact center operational strategy, plans, and processes which improve, optimize, and enable channel performance delivery while ensuring regulatory compliance.
  • Demonstrates financial acumen through in-depth knowledge of insurance financial performance metrics.
  • Manages and optimizes region budgets, headcount and expense allocation in partnership with finance and planning partners.
  • Promotes and instills a culture of thoughtful urgency toward the concerns of our members and employees to deliver exceptional experiences.
  • Creates and maintains an optimal environment and culture that encourages open lines of communication.
  • Ensures the attainment of key contact center metrics including but not limited to MSI, average speed of answer, occupancy, shrinkage, average handle time, member satisfaction and capacity.
  • Accountable for regional financial performance, including revenue growth, controllable expenses, and productivity within a regulated, high-volume contact center environment.
  • Partners, collaborates, and influences internal and external partners and key stakeholders on the delivery of critical operational initiatives and business strategies to ensure roadblocks for developing, implementing, and/or executing programs are eliminated.
  • Implements strong process controls with a focus on maintaining compliant sales and service practices which align with Association standards for Contact Center compliance and technical adherence.
  • Maintains strong knowledge and understanding of Property & Casualty industry trends, drivers, and regulatory changes and requirements that may impact current and future strategic direction by leveraging data, industry insights and experience to drive product growth and retention.
  • Coordinates with experience and product management partners for implementation of technology modernizations and portfolio health in assigned region.
  • Leads teams and individuals through business transformation and change management efforts.
  • Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Requirements

  • Bachelor’s Degree OR 4 years of related Property and Casualty or Financial Services experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
  • 10 years combined contact center and Property and Casualty/ Financial Services industry experience delivering results within a multi-channel environment to include experience in a medium to large-scale and/or multi-site contact centers.
  • 6 years of people leadership experience in building, managing and/or developing high-performing teams with demonstrated ability developing talent, managing workflow, engaging and inspiring staff and peers, and fostering open communication.
  • Experience developing operational strategies, managing projects and initiatives.
  • Comprehensive knowledge of the insurance regulatory environment, regulatory requirements, and other supervisory engagement and processes.
  • Experience collaborating with key resources and stakeholders, influencing decisions and managing work to achieve strategic goals.
  • Demonstrated financial acumen and in-depth knowledge of insurance financial performance metrics.
  • Executive-level business acumen in the areas of business operations, industry practices and emerging trends required.
  • Experience leading through change and promoting changing well in the organization.
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
contact center operationsoperational strategy developmentperformance managementfinancial performance metricsregulatory complianceproject managementbusiness transformationchange managementdata analysisbudget management
Soft Skills
leadershipteam buildingcommunicationcoachingcollaborationinfluencingengagementtalent developmentproblem-solvingstrategic thinking