USAA · 2 days ago
Executive Director, Business Excellence (Sales & Services)
San Antonio, TX
Full-time
Hybrid
Senior Level, Lead/Staff
$148K/yr - $266K/yr
10+ years expUSAA is committed to empowering members to achieve financial security. The Executive Director, Business Excellence for Bank OMNI Sales and Service is responsible for managing vulnerabilities within the BOSS business and ensuring operational resilience through effective processes and data-driven insights.
BankingFinancial ServicesInsuranceVenture Capital
Responsibilities
Oversee key initiatives and accelerate the strategic execution of key cross-functional workstreams
Develop and maintain an end-to-end strategy to improve the use of employee feedback as a key element of our process improvement efforts and target state design
Effectively implement a process that can be used horizontally, at scale, across the Bank to improve the pull-through of innovative ideas from our employees
Design integrated communication plan to provide employees feedback on the outcome of their ideas
Ensures effective oversight, governance, risk identification, and compliance in place to monitor channel performance; identify, measure, and report on performance targets
Enable target-state employee and member experiences and operational excellence through effective process management, change delivery, and communications
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
Qualification
Required
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 years of channel or large-scale sales, service, or operations experience within a highly regulated environment
3 years of experience in sales/service effectiveness or performance analytics and reporting, including experience providing trends/solutions in a contact center or large operations environment
4 years of people leadership experience in building, managing and/or developing high-performing teams is required
Ability to develop successful relationships with internal stakeholders and negotiate and influence at all levels of the organization
Experience leading through change and communicating effectively at scale
In-depth knowledge required of financial industry laws, rules, and regulations as well as regulatory guidance on processes, programs, and operations
Preferred
Experience in contact center operations
Experience in first and second-line operational risk/compliance
Deep Familiarity with bank risk programs
Leadership experience
US military experience through military service or a military spouse/domestic partner
Benefits
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
Various wellness programs
Career path planning and continuing education
Company
USAA
USAA is a financial services company.
10001+ employees
H1B Sponsorship
USAA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (269)
2024 (151)
2023 (77)
2022 (150)
2021 (10)
Funding
Current Stage
Late StageLeadership Team
Julie McPeak
SVP, General Counsel Insurance
Waqas Durrani
Senior Vice President, General Counsel - Enterprise Shared Services
Recent News
Dallas Innovates
2025-12-12
ETF Express
2025-12-03
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