Why USAA?
Let's do something that really matters.
At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all 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!
As a dedicated Manager, Quality Assurance-Omnichannel, you will lead a team responsible for developing and implementing quality assurance/control programs to ensure effective and efficient policies, processes, and procedures are aligned and followed. Conducts quality reviews and delivers results to appropriate team members and develops action plans for success. Develops employees through regular mentor and feedback that leads to improved results.
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 our Tampa, FL Office (Commerce or Crosstown).
Relocation assistance is not available for this position.
The Opportunity
Holds responsibility for recruiting, developing, and retaining hard-working team dedicated to quality management, compliance and risk control monitoring and evaluation efforts.
Manages employee performance and facilitates professional development and career progression.
Ensures employees understand how the tasks they perform help mitigate risk and protect the brand and reputation of USAA.
Plans, develops, implements, and monitors all Quality and Affiliate evaluation processes and procedures as well as specialty evaluation requests, ad-hoc studies, and projects.
Leads, supports, and calibrates to deliver evaluation results and analysis to various team members and internal/external customers.
Provides recommendations to process and product owners for improvements based on industry best practices and regulatory/compliance standards.
Provides mentorship and support related to various review and evaluation aspects, including but not, limited to assisting with action plans and follow-up on plan execution. Identifies opportunities to automate/streamline quality and compliance efforts.
Builds a collaborative environment that develops cross-functional communication, both internal and external to Bank Omnichannel, for collective success towards attainment of strategic/tactical quality and compliance objectives.
Achieves efficient productivity through leading workload volumes, staffing, training needs, and identifying and implementing appropriate quality reviews/evaluations performance standards.
Reviews evaluations performed, territories, methods of inspection and Affiliate relationships to ensure quality processes are relevant and business risks are mitigated.
May serves as the SME for policies, procedures, practices and expertise for Bank Omnichannel/Affiliate Quality and Reinspection Programs.
Ensures risks associated with business activities are effectively identified, measured, supervised, 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.
6 years of progressive related experience in a quality assurance, control role within a financial services industry, combined with customer service, operations, or processing experience in relevant industry.
2 years of direct team lead, supervisory or management experience.
Strong communication skills with demonstrated ability to deliver presentations and communicate information in a way that is easily understood by varying audiences.
Advanced understanding of the quality assurance field and demonstrated application of knowledge, skills and abilities towards work products and results.
Knowledge of federal laws, rules, regulations, and applicable guidance to include OCC Heightened Standards.
What sets you apart:
3 or more years of experience conducting quality assurance evaluations.
2 or more years of recent Retail Banking experience to include Deposits, Credit Cards, or Consumer Lending.
ABA (American Banking Association) certification in Deposits, Credit Cards, or Consumer Lending.
CAMS (Certified Anti-Money Laundering Specialist) certification or CRCM (Certified Regulatory Compliance Manager) certification.
Six Sigma Green Belt certification.
The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.
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 data of the position. The actual salary for this role may vary by location. The salary range for this position is: $86,520 - $165,340 .
Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
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.
#FSB
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.
If you are an existing USAA employee, please use the internal career site in OneSource to apply.
Please do not type your first and last name in all caps.
Find your purpose. Join our mission.
USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.
USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself - you just need to share our passion for serving our more than 13 million members.
USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.
USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.
