AVP, Insurance Sales and Service

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Job description

Purpose of JobUSAA is seeking a strong and motivated leader to join Insurance Sales and Service. Responsibilities include leading a medium to large team of employees who directly interact and provide care for new and existing members utilizing multiple distribution channels.Provides executive leadership, strategic alignment, and resource stewardship for the Property & Casualty (P&C) Insurance Sales and Service Contact Center organization. Leads Distribution & Service member experience execution of sales, service, and/or retention of personal lines products across all states, utilizing multiple distribution channels (i.e. phone, digital, mail, chat, and social media). Shares accountability for overall Insurance Sales and Service Contact Center performance, Distribution & Service organizational goals, and alignment of objectives with the business strategy. Creates and promotes a culture of continuous process improvement, innovation, compliance, risk mitigation and a service-oriented approach aligned to USAAs mission and standards. Ensures coordination with internal and external partners in the delivery of USAA Service to its members.This role will be for multiple positions. The selected individual is expected to reside within commutable distance to one of USAA's office locations which include Colorado Springs, CO, Phoenix, AZ, San Antonio, TX, and Tampa, FL. Relocation will be provided for only Tampa, FL.Job RequirementsIdentifies and manages existing and emerging risks that stem from business activities and the job role.Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.Follows written risk and compliance policies and procedures for business activities.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 strict adherence to budgetary and financial constraints.Promotes and instills an attitude of caring and empathy towards the concerns of our customers and employees to deliver exceptional customer service. 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.Partners, collaborates, and influences internal and external partners and key stakeholders on delivery of critical operational initiatives and business strategies to ensure roadblocks for developing, implementing, and/or executing programs are eliminated.Develops and executes strong process controls with a focus on maintaining compliant sales practices which align with Enterprise standards for Contact Center compliance and technical adherence throughout their organization and ensures team's performance related to compliance, technical and risk mitigation goals, as well as quality, service, deepening and/or acquisition behaviors.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.Leads teams and individuals through business transformation and change management efforts.Minimum Requirements:Minimum Education:Bachelor's Degree.4 additional years of related Property and Casualty or Financial Services experience beyond the minimum required may be substituted in lieu of a Degree.Minimum Experience:10 years of progressive contact center experience delivering results within a multi-channel environment to include 5 years of Property and Casualty or Financial Services Industry leadership experience in a medium to large-scale and/or multi-site contact centers.Experience developing operational strategies, managing projects and initiatives.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.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.Executive-level business acumen in the areas of business operations, industry practices and emerging trends.Experience leading through change and promoting changing well in the organization.Preferred Requirements:Direct Property & Casualty experience.MBA or advanced degree in a related discipline.Leadership experience leading large teams in an executive role.Prior executive level experience.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: $155,400 - $279,800Employees 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 Executives only representing a cash payment which is both time and performance basedStipend: As an EMG Member, you will receive an annual stipend (amounts determined by level) which will be paid in quarterly installments.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.Please click on the link below for more details.USAA Total Rewards