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.
We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.
The Opportunity
USAA is seeking a talented Director, Retirement Income to lead multiple teams of Health, Life or Retirement Income Specialists, Sales/Solutions Consultants, and/or Business Process Owners who are responsible for providing appropriate solutions to our members to facilitate their financial security. Responsible for driving and delivering on product, member, and financial goals for Life Co. Leads and develops managers to improve performance and reduce variability amongst sales staff. Analyzes existing workflow and processes by organizing and integrating resources and systems. Implements changes to promote efficient and effective operations. Assists in the developing of programs to maximize effectiveness of member acquisition and relationship efforts
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in Plano, TX. campus. Relocation assistance is not available for this position.
What you'll do:
Leads and develops teams of Health, Life or Retirement managers, Sales/Solutions Consultants and/or Business Process Owners to build leadership skills, improve coaching effectiveness, and/or plan, direct and coordinate activities for complex processes. Responsible for development and implementation of operational plans in Health, Life or Retirement Income areas.
Contributes to the achievement of Life Co. member, product, and financial goals through teams’ performance. Effectively coaches managers to improve sales productivity and exceed departmental goals.
Conducts data analysis to influence strategy to achieve business outcomes.
Identifies, develops, and executes detailed continuous improvement plans to achieve measurable process, productivity, and acquisition improvements with Health, Life or Retirement Income.
Fulfills the responsibilities of a securities principal as appropriate: 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 implementation and sustainment of seasonal surge strategies through internal and third-party relationships to serve more members.
Responsible for achieving call center KPIs that align to best serving USAA members, running an efficient operating model, and high employee and member satisfaction.
Coordinates efforts with the Situation Management Team and Incident Management Team to reduce downtime with potential risks that could harm employees and members.
Partners with Legal, Risk and Compliance on interpretation of CMS (Center for Medicare and Medicaid Services) rules to provide guidance and clarification to executive and frontline leadership.
Supports senior management to ensure plans, operational environment, regulatory obligations, schedules, communication, and training are in place for successful implementation of projects affecting the operations of Life Co. and potential impacts to front line employees.
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…