USAA

Manager

• Lead and develop a team of Private Member Group Account Managers dedicated to providing comprehensive insurance solutions for high-net-worth and high-profile members
• Focus on ensuring exceptional service delivery, fostering strong client relationships, and driving operational excellence
• Collaborate with internal and external stakeholders to report needs, escalations and exceptions
• Support achievement of business objectives including compliance and regulatory action, revenue/growth targets, call center performance and product performance through effective management
• Maintain expertise and knowledge of industry trends to facilitate technical and interpersonal skills development of team
• Drive business results and revenue/product goal attainment
• Provide dedicated support for member escalations and act as an intermediary between members and carriers throughout the escalation process to resolution
• Responsible for leading team in support of achieving individual and team goals, holding them accountable for performance
• Facilitate a sales culture while maintaining service excellence within a compliant fashion
• Responsible for assessing internal/external talent with the talent acquisition team to make informed hiring decisions
• Utilize Value Agency Management Systems for operating in a multicarrier environment to provide day-to-day operational support

Manager, General Lines – Private Member Group

General Counsel

• Provides legal counsel to support business objectives and mitigate regulatory, compliance and litigation risk to USAA.
• Leads complex legal assignments with a high level of business impact and delivers appropriate solutions.
• Effectively communicates with stakeholders and varying levels of leadership in both verbal and written forms.
• Produces clear and concise legal positions.
• Proactively monitors and analyzes changes in laws, regulations and industry and advises appropriate organizational leadership of such changes in a timely manner.
• Proactively collaborates across USAA and the Chief Legal Office to mitigate risk.
• Works effectively with outside counsel or contract professionals to complete assignments.
• May assist more senior attorneys in providing advice and counsel on highly complex matters.
• Ensures escalation of matters presenting more significant risk to more senior attorneys.
• Serves as a resource to less experienced team members.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Assistant General Counsel – Regional Counsel

Business Operations

• Develops business process deliverable program plans that align customer, business deliverable and enterprise strategy
• Ensures alignment with customer and appropriate roadmap(s)
• Applies and maintains expert knowledge of the business and manages ongoing alignment and development of business deliverable processes and capabilities with business needs
• Serves as strategic advisor legitimizing diverse perspective to leverage multiple ways of thinking while developing end-user focused process solutions
• Guides and influences process re-engineering and technology implementation to enable process redesign and innovation
• Leads overall management of process performance by developing control limits, monitoring key performance indicators and informing stakeholders of any deficiencies
• Identifies, owns, executes, enhances, and aligns controls to mitigate operational and compliance risks
• Collects and consolidates demand and identifies opportunities by business portfolio
• Reviews, advises, and develops communication plans for customers and internal stakeholders

Business Process Owner Lead – IP Experience Management

• Develops and implements strategic customer specific business process program plans that align with enterprise strategy and influence appropriate roadmap(s)
• Applies expert knowledge of the business and leads the alignment and development of business deliverable processes and capabilities to materially change and improve business performance
• Serves as functional expert bringing diverse perspective to leverage multiple ways of thinking while developing end-user focused process solution
• Manages the performance of processes by developing control limits, monitoring key performance indicators and informing stakeholders of any deficiencies, improvements, operational risks issues, etc
• Identifies, owns, executes, enhances, and aligns controls to mitigate operational and compliance risks as it pertains to owned processes
• Develops communication plans for customers and internal stakeholders
• Ensures alignment between internal stakeholders and customers across all business process projects and services using proactive communication and engagement strategies
• Utilizes reporting, data, and analytics to measure process and project performance, deliver process operational efficiencies, and inform key stakeholders
• Stays current with emerging technologies and evaluates business processes to lead continuous process improvement efforts
• Lead solution development including business case/benefits substantiation and drive business requirements for process improvement initiatives
• Provides mentorship and guidance support for team and applicable business partners

Senior Business Process Owner – IP Experience Management

Analyst

• Leverages advanced business, analytical and technical knowledge to participate or lead discussions with cross functional teams to understand and collaborate highly complex business objectives and influence solution strategies.
• Applies advanced analytical techniques to solve business problems that are typically medium to large scale with significant impact to current and/or future business strategy.
• Applies innovative and scientific/quantitative analytical approaches to draw conclusions and make 'insight to action' recommendations to answer the business objective and drive the appropriate change
• Translates recommendation into communication materials to effectively present to various levels of management.
• Incorporates visualization techniques to support the relevant points of the analysis and ease the understanding for less technical audiences.
• Identifies and gathers the relevant and quality data sources required to fully answer and address the problem for the recommended strategy through testing or exploratory data analysis (EDA).
• Integrates/transforms disparate data sources and determines the appropriate data hygiene techniques to apply.
• Thoroughly documents assumptions, methodology, validation and testing to facilitate peer reviews and compliance requirements.
• Understands and adopts emerging technology that can affect the application of scientific methodologies and/or quantitative analytical approaches to problem resolutions.
• Succinctly delivers analysis/findings in a manner that conveys understanding, influences various levels of management, garners support for recommendations, drives business decisions, and influences business strategy.
• Provides subject matter expertise in operationalizing recommendations.
• Remains informed on current data and analytics trends, (Ex: Cloud, Data Mining, Python, Neural Networks, Sensor data, IoT, Streaming/NRT data)
• Identifies opportunities to continue to learn in the data and analytics space, whether informal (E.g., Coursera, Udemy, Kaggle, Code Up, etc.) or formal (E.g. Certifications or advanced coursework).
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Senior Decision Science Analyst

• Leads and develops a team of professional licensed advisors to provide best in class Health, Life, or Retirement advice and solutions to members to improve their financial security.
• Contributes to the achievement of Life Co member, product, and financial goals through team’s performance.
• Effectively coaches employees on sales processes and opportunities to improve overall sales results.
• Proactively identifies opportunities to improve operational effectiveness in Life, Health, or Retirement Income, resulting in reducing manual processes and expenses.
• Works with key stakeholders to implement solutions to improve operational effectiveness and performance standards to drive improved acquisition results.
• Maintains current knowledge of the competitive landscape, financial services industry trends, changes in technology, regulations, and/or other industry events that may impact operational functions and processes, and effectively communicates this knowledge to their direct reports and peers within Health, Life or Retirement Income.
• Develops required operational tools and processes including workflow development, systems enhancements, and selection of other technical resources needed.
• May fulfill the responsibilities of a securities principal: In conjunction and coordination with Securities Counsel and Securities Compliance, provides research and documentation support for use in responding to regulatory authority inquiries and audits.
• Responsible for the resolution of complex operations issues and/or member escalations.
• Maintains compliance with company policies, procedures, and all applicable state and federal laws, rules, and regulations.
• Collaborates with strategic third-party vendors that helps USAA provide brokered products including Final Expense, Universal Life Insurance, Medicare Advantage & Prescription Drug Plans.
• Coordinates training/onboarding/development of third-party staffing to assist with seasonal call volumes.
• Responsible for efficient call center operating model that adheres to employee and member experience KPIs.
• 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.

Manager, Life Solutions

Financial Planning and Analysis

• Drives the definition of business problems, design requirements, and demonstrate a solution's potential success for moderately complex projects
• Co-facilitates a cross-functional understanding of business problems and potential design solutions using human-centered design sessions and group discussions to achieve actionable outcomes
• Navigates multiple workstreams from discovery to implementation, balancing efforts, priorities, and partnerships for each
• Guides the development and facilitation of human-centered research efforts, the synthesis of research findings and the generation of insights
• Works autonomously to create holistic member experiences leveraging extensive knowledge of interaction design, visual design, and/or content design
• Articulates ideas and solutions using a range of storytelling techniques to inspire and compel audiences to align on direction
• Mentors developing designers across the Design Community
• Provides constructive day-to-day feedback to team members
• Applies advanced understanding of human-centered and service design practices and leverages multiple methods to solve complex design problems
• Stays abreast of current digital and mobile technology trends, in the area of application architecture with best practices within the digital development ecosystem
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Senior Designer – Investment Services, Digital and Design

• Develop and implement strategic customer specific business process program plans that align with enterprise strategy and influence appropriate roadmap(s).
• Apply expert knowledge of the business and lead the alignment and development of business deliverable processes and capabilities to materially change and improve business performance.
• Serve as functional expert bringing diverse perspective to leverage multiple ways of thinking while developing end-user focused process solution.
• Manage the performance of processes by developing control limits, monitoring key performance indicators, and informing stakeholders of any deficiencies, improvements, operational risks issues, etc. and drives collaborative efforts to ensure process delivers against requirements.
• Identify, own, execute, enhance, and align controls to mitigate operational and compliance risks as it pertains to owned processes as it pertains to owned processes.
• Develop communication plans for customers and internal stakeholders.
• Ensure alignment between internal stakeholders and customers across all business process projects and services using proactive communication and engagement strategies.
• Utilize reporting, data, and analytics to measure process and project performance, deliver process operational efficiencies, and inform key stakeholders.
• Stay current with emerging technologies and evaluates business processes to lead continuous process improvement efforts.
• Lead solution development including business case / benefits substantiation and drive business requirements for process improvement initiatives.
• Provide mentorship and guidance support for team and applicable business partners.
• Actively provide relevant business performance intel to progress the planning, research, analysis, development, and implementation of new and modifications to existing applications and processes to provide new or improved capabilities, products, and/or services.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Senior Business Process Owner – Casualty Claims Litigations

• Acts as a strategic partner to business and technology stakeholders to identify business problems and technical constraints, present strategic ideas, and demonstrate a solution's potential success for highly complex cross-organizational projects.
• Lead facilitates a cross-functional understanding of business problems and potential design solutions using human-centered design sessions and group discussions to achieve actionable outcomes.
• Manages multiple workstreams from discovery to implementation, expertly balancing efforts, priorities, and partnerships for each.
• Leads the development and facilitation of human-centered research efforts, the synthesis of research findings and the generation of insights.
• Leads the design team through the execution of holistic member experiences leveraging expert knowledge of interaction design, visual design, and/or content design.
• Applies design expertise and articulates ideas and solutions using a range of storytelling techniques to consistently and effectively inspire and compel audiences to align on direction.
• Mentors developing designers across the Design Community.
• Provides constructive day-to-day feedback and guidance to team members, while helping to frame long-term areas of growth that support their individual goals.
• Applies an expert understanding of human-centered and service design practices and can influence how these methods are practiced at USAA.
• Stays abreast of current digital and mobile technology trends, in the area of application architecture with best practices within the digital development ecosystem.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Designer Lead – Investment Services, Digital and Design Team

• Supports design team in defining business problems, design requirements, and demonstrate a solution's potential success for moderately complex projects.
• Assists in the facilitation of cross-functional human-centered design sessions and group discussions to drive shared understanding and provide design solutions.
• Collaborates with team members to deconstruct moderately complex problems into a clear and achievable workstream with support and direction for decision making.
• Navigates all parts of their workstream from discovery to implementation through the development of research deliverables, design artifacts, and prototypes.
• Participates in the development and facilitation of human-centered research efforts, the synthesis of research findings and the generation of insights.
• Works mostly self-directed to create end-to-end member experiences and documentation of work by leveraging proficiency in interaction design, visual design, and/or content design.
• Consistently and effectively presents work, articulates dependencies and communicates a clear rationale for decisions.
• Demonstrates a working understanding of human-centered and service design principles and can leverage relevant methods to solve discrete design problems.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Designer I – Digital and Design Team, Investment Services

Executive Assistant

• Delivers administrative support to assigned EMG through management of schedule/calendar, emails, call routing and ensuring appropriate record retention
• Coordinates activities and ensures timely information flow for EMG assigned
• Collaborates with EMG to understand, prioritize and organize daily activities/responsibilities to meet deadlines and deliver on EMG goals/objectives
• Identifies topics that translate into prioritizing meeting planners, emails, people, and data
• Delivers effective challenge to preserve EMG’s time
• May prepare/update presentations
• Ensures accuracy and compliance with USAA presentation standards
• Additionally, drafts internal communications and other materials on behalf of the leader to share with a variety of audiences including department leaders, employees, key stakeholders, or business partners
• As requested by assigned EMG, prepares correspondence on behalf of EMG
• Ensures information to and from EMG members are treated with appropriate level of confidentiality
• Responsible for maintaining awareness on applicable intranet pages, messaging channels, leader communications, and other information platforms
• Proactively disseminates reminders to leaders and employees for upcoming deadlines, such as check-in completion, LMS training deadlines, or other urgent work deliverables
• Monitors EMG calendars to coordinate meetings and ensure leader/team is aligned with all aspects of meeting
• Creates agenda, takes meeting minutes, documents follow up action items, manages attendees, delegates, and ensures all meetings have a clear purpose/agenda
• In addition, coordinates schedules, meeting planners, dates and secures the content to be presented
• Understands the importance of team culture for the EMG’s organization
• Prioritizes employee 1:1’s, staff meetings, skip levels, and other connection points
• Creates positive experiences for employees through coordination
• Partners with hiring manager to improve employee experience by proactively planning and onboarding new EMG or other team members
• Collaborates to formulate an effective transition plan that minimize/eliminate a negative impact for the incoming EA/EMG relationship
• Additionally, update/submit organizational charts prior to the 1st of the month and update distribution lists within one business day of employee hire/exit
• Ensures new hires are provided access to resources and knowledge of department-wide operations/processes
• May coordinate desk/seating logistics for employees and provide oversight for on-site events
• Manages travel and expense reporting timely and effectively
• Additionally, manages team budget and confirms people leader adherence to individual budget plans
• Responsible for maintaining inventory of office supplies with an expense management focused mindset
• Maintains filing system for key documents
• Generates reports requested by assigned EMG
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Executive Assistant – P&C Marketing

• Applies Generally Accepted Accounting Principles (GAAP) and Statutory Accounting Principles (STAT) and regulatory accounting treatment to complex accounting transactions and demonstrates and shares understanding of key implications.
• Prepares and communicates financial results and analysis to internal and external stakeholders.
• Performs in an accounting advisory capacity to operational business leaders on matters pertaining to business initiatives or strategies.
• Leads special projects and coordinates with key stakeholders to ensure timely completion.
• Collaborates and maintains strong relationships with business partners.
• Resolves issues and provides informed, proactive reporting and analysis to enable effective decision making.
• Develops and maintains processes, procedures and tools impacting financial accounting.
• Facilitates and reviews internal controls to ensure an effective and efficient financial system.
• Provides guidance and shares knowledge with team members.
• Participates and supports projects related to accounting systems, legal structures, new product launches and other initiatives, ensuring compliance with accounting and reporting standards.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Financial Accountant – P&C Insurance Accounting

Product Marketing

• Supports the development and implementation of the creative and marketing communication strategy, campaign ideas, marketing communication plans and the development, creation, and optimization of the campaign assets for products they support.
• Knowledge of business drivers, relevant consumer, customer, and channel trends and insights to lead the marketing communications strategy of each product.
• Provides insights into management on the creative marketing budget and may partner with external agencies ensuring that business objectives are achieved efficiently.
• Provides input into innovative ways to continuously build product presence through best-in-class creative assets; recommends new trends and positioning opportunities to drive marketing efficiency.
• Supports the future strategy and growth plans for all products in the purview.
• Participates in the agile marketing process.
• Supports the process and timeline for delivering integrated marketing plans from business review through activation and optimization.
• Understanding of the Integrated Marketing Communications Plan (IMCP); supports the development of the activation (creative) briefs.
• May provide input into the development of the Brand Strategic Positioning.
• Understands product related regulations, and risk and compliance requirements.
• Keeps USAA brand and our mission to serve the military community at the forefront of our creative marketing assets.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Senior Creative Product Marketing – Property & Casualty Insurance

Risk

• Support the bank's Business Change Management program
• Participate in or lead cross-functional teams to manage and sustain change
• Guide work performed by Change Management and partner resources
• Create change management strategies
• Consult on implementation and adjust for resistance
• Develop change strategy and conduct change impact assessments
• Coach and influence executive business owners
• Ensure risks associated with business activities are managed in accordance with policies

Senior Change Governance & Oversight Advisor

Attorney

• Provides legal counsel to support business objectives and mitigate regulatory, compliance and litigation risk to USAA
• Leads routine to moderately complex legal assignments and delivers appropriate solutions
• Effectively communicates with internal stakeholders in both verbal and written forms
• Monitors and analyzes changes in laws, regulations and industry and advises organizational leadership of such changes as appropriate
• Supports senior attorneys with legal questions or issues by leveraging general knowledge and conducting research
• Ensures escalation of matters presenting more significant risk to more senior attorneys
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures