AVP, P&C Quality Assurance and Controls

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

Provides executive oversight and direction for the strategy, planning and management of the risk management program and quality assurance activities. Leads the policy development and implementation of program objectives and operational strategies that achieve operational efficiencies, improve quality, and mitigate operational and compliance risks. Engages with senior leadership to deliver compliant solutions that achieve business goals. Proactively drives enhanced member satisfaction through structured service quality rigor, appropriate data capture, and trend analysis, and ultimately taking learned insights to actions. Champions continuous improvement efforts and process gap remediation initiatives.

This position can be based in one of the following locations: San Antonio, TX, Phoenix, AZ, Colorado Springs, CO, or Tampa, FL.

What you’ll do:

• Accountable for leading the strategy and implementation of the risk management program and quality assurance program for the area of responsibility.  Establishes and enforces quality standards through root cause analysis and preventive action plans; implemented in a timely and thorough manner.

• Responsible for the development, implementation and management of the risk and controls quality assurance framework to ensure appropriate data is captured and used to inform risk mitigation strategies and controls. Drives the delivery of appropriate strategic and tactical solutions that mitigate risk and are aligned to enterprise strategies to remain a compliant company.

• Oversees the maintenance of the control framework and uses quality assurance and oversight to promote customer satisfaction. Leads and supports the identification and implementation of process improvements intended to enhance operational efficiencies, improve quality, and mitigate risks.

• Fosters a collaborative partnership and serves as a liaison with business partners to ensure Quality Assurance processes and initiatives comply with regulatory/legal requirements and internal policies; continually builds enterprise relationships and ensures alignment with Senior Leadership.

• Provides executive leadership to lead and motivate a team of Quality Assurance and/or Business Controls subject matter experts responsible for the execution of Quality Assurance oversight, processes, and procedures; provides leadership, removes obstacles, and fosters a continuous improvement culture ensuring documents, projects, processes, and initiatives comply with regulatory/legal requirements and internal policy.

• Stays abreast of market economic conditions, industry and regulatory development and trends, compliance, and responds appropriately to changes that would influence QA/QC efforts; actively benchmarks with both internal and external organizations to further expand knowledge/skills and identify improvement opportunities for the organization.

• May proactively provide trend and analysis of member sentiment and root cause dis-satisfiers. Articulates member experience and business opportunity improvements and takes appropriate action to influence prioritization and implementation of process improvements.

• 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.

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 compliance-related experience developing, implementing, and managing quality assurance, and/or similar work related to risk and control effectiveness, audit, testing and process adherence management to include 5 years operations experience with extensive knowledge of products, services, systems, operational policies and procedures, and regulatory compliance issues within a financial services industry.

• Extensive progressive quality assurance/control/improvement experience to include demonstrated knowledge of regulatory laws, compliance standards and processes, and best practices.

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

• Experience at a large financial institution or large financial services organization developing and implementing an operational risk or quality management program that adheres to regulatory requirements and expectations by applying in-depth knowledge of operational risk frameworks including risk governance, risk appetite, process, risk and control analysis and effectiveness.

• Advanced skills influencing and collaborating with senior business leaders and stakeholders across 1st and 2nd Lines of Defense, influencing decisions aligned to quality management efforts and managing work to achieve strategic goals related to regulatory compliance gaps and/or quality and operational opportunities.

• Expert in regulatory compliance and industry regulations related to program area of responsibility, and for Bank roles including but not limited to OCC Heightened Standards, Fair Lending laws, Community Reinvestment Act, Bank Secrecy Act, Anti-Money Laundering, and Consumer Protection Regulations UDAAP Fair Lending.

• Recent experience translating complex business strategy into an executable business process to successfully deliver member or customer facing capabilities in a complex multi-channel, multi-product, integrated system environment.

• Executive-level business acumen in the areas of quality management, risk and control effectiveness and industry practices and emerging trends in the field of quality management and risk management.

What sets you apart:

• US military experience through military service or a military spouse/domestic partner.

• 1-3 years progressive experience designing an effective control testing function.

• Experience building an effective quality program.

• Process improvement certification (ex. blackbelt).

• Experience managing third party risk.

• Experience with external regulatory agencies.

• Strong analytical and technical acumen.

• Experience in developing and implementing automation.

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: $188,330.00-338,990.00.

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.