USAA · 15 hours ago
AVP, Insurance Sales and Service (P&C ) Contact Center
Tampa Campus
Full-time
Onsite
Senior Level, Lead/Staff
$195K/yr - $351K/yr
10+ years expUSAA is dedicated to empowering its members to achieve financial security through exceptional service. The AVP, Insurance Sales and Service will lead the Property & Casualty Contact Center operations, focusing on optimizing sales, service, and retention while ensuring compliance with regulations.
BankingFinancial ServicesInsuranceVenture Capital
Responsibilities
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 in-depth knowledge of insurance financial performance metrics. Manages and optimizes region budgets, headcount and expense allocation in partnership with finance and planning partners
Promotes and instills a culture of thoughtful urgency toward the concerns of our members and employees to deliver exceptional experiences. 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
Accountable for regional financial performance, including revenue growth, controllable expenses, and productivity within a regulated, high-volume contact center environment
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
Implements strong process controls with a focus on maintaining compliant sales and service practices which align with Association standards for Contact Center compliance and technical adherence
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
Coordinates with experience and product management partners for implementation of technology modernizations and portfolio health in assigned region
Leads teams and individuals through business transformation and change management efforts
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 Property and Casualty or Financial Services experience (in addition to the minimum years of experience required) may be substituted in lieu of degree
10 years combined contact center and Property and Casualty/ Financial Services industry experience delivering results within a multi-channel environment to include experience in a medium to large-scale and/or multi-site contact centers
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
Experience developing operational strategies, managing projects and initiatives
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
Demonstrated financial acumen and in-depth knowledge of insurance financial performance metrics
Executive-level business acumen in the areas of business operations, industry practices and emerging trends required
Experience leading through change and promoting changing well in the organization
Preferred
US military experience through military service or a military spouse/domestic partner
Property & Casualty insurance designation(s): CPCU, AINS, CIC, CRM or related
Property & Casualty personal lines distribution management experience in state-specific territories
Support of large scale digital transformation efforts in a Contact Center operating model
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
Funding
Current Stage
Late StageLeadership Team
Julie McPeak
SVP, General Counsel Insurance
Waqas Durrani
Senior Vice President, General Counsel - Enterprise Shared Services
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