Purpose of Job
USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.
Provides executive oversight and direction for the vision, strategy, planning, and operational management of the risk management program and quality assurance activities for assigned area. Accountable for implementing a more disciplined approach to Quality Assurance through the development and implementation of program objectives and operational strategies that are designed to drive continuous improvement in the accuracy, timeliness, efficiency, and member service aspects of our work. Transforms and manages continuous improvement processes within Claims, including developing employee feedback protocols, supporting discipline specific process improvement, and identifying more transformational process improvement opportunities. Drives transparency and continuous improvement by managing the analysis of our business processes, procedures and activities with a goal of highlighting organizational problems and recommending solutions. Collaborates across respective line of business and other USAA business lines to deliver compliant solutions that drive measurable continuous improvement and 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. Serves as a change agent to build and strengthen a culture of quality and risk awareness throughout the organization by consistently advocating for continuous improvement efforts and actively implementing innovative ideas to redefine, measure and improve quality.
Job Requirements
Identifies 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, standards, and procedures for business activities.
Accountable for overseeing accuracy, measurement, and timeliness to ensure adjusters pay what we owe on claims.
Transform and implement claims quality practices and measurement processes and manage its execution across the global claims organization.
Acts as the subject matter expert on the calibration of the quality system and conduct regular operational reviews.
Assists the execution focused VP's with continuous improvement and identify root cause improvement opportunities and development of improvement strategies.
Works directly on efforts to define or redefine key performance metrics by discipline based on the outcomes desired and identified in the review of the work.
Accountable for developing enhanced industry leading real time reporting capabilities.
Develops and defines the overarching strategy and roadmap of the risk management and quality assurance program for assigned area. Establishes and enforces quality standards through root cause analysis and preventive action plans; implemented in a timely and thorough manner.
Sets direction 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 innovative QA/QC solutions that incorporate best practices to drive high quality outcomes, increase efficiency, decrease expense, 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. Direct and implement process improvements intended to enhance operational efficiencies, improve quality, and mitigate risks.
Proactively seeks to implement processes and programs that continuously advance business outcomes and the member experience by staying abreast of market economic conditions, industry and regulatory development and trends, and compliance.
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.
Oversees quality data analytics, understands trends, and identifies improvement opportunities for the organization. Partners directly with Actuary and Analytics and Learning and Development to strategically prioritize and deliver solutions that mitigate risk and drive measurable continuous improvement.
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.
Minimum Requirements:
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 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.
8 years of people leadership experience in building, managing and/or developing high-performing teams.
Extensive progressive claims quality assurance/control/improvement experience to include demonstrated knowledge of regulatory laws, compliance standards and processes, and best practices.
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.
Preferred Experience:
Experience leading, transforming and managing a Quality Assurance Claims organization within the Property and Casualty Insurance industry.
Experience managing the outcome of claims, with a focus on compliance and member satisfaction
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: $205,500.00 - 370,100.00.
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.
Please click on the link below for more details.
USAA Total Rewards (https://hrportal.ehr.com/usaa/Prospective-Employees)
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.
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.
