Manager, Life Operations - (Hybrid Work Schedule)

Job Description

Purpose of Job

We are currently seeking a talented Manager, Life Operations. This position will work a Hybrid schedule from the San Antonio or Phoenix campuses. USAA values a culture that is highly collaborative, and we have found that a hybrid work type helps employees gain the best of both worlds – collaborating in-person in the office and working from home. The actual onsite days are settled between each employee and the employee’s manager. Candidates are expected to live a commutable distance from the offices in San Antonio, TX, or Phoenix, AZ.
Guides and manages a team of member contact employees who are dedicated to knowing our members, understanding their individual needs, and providing appropriate life, annuity and/or health solutions. Develops employees through regular coaching and feedback that leads to improved business results. Executes process improvements, leads organizational process changes, and maintains compliance with policies, procedures and regulations.

Job Requirements

About USAA

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.

Primary Responsibilities:

• 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.
• Selects, develops, and supports employees in fulfillment of our Corporate Mission.
• Manages employee performance and facilitates professional development and career progression.
• Ensures employees understand how the tasks they perform support business objectives.
• Identifies opportunities to improve operational effectiveness and efficiency and implements.
• Provides feedback for process improvements to process owners, removes obstacles, and champions change.
• Achieves optimal productivity through managing workload volumes, staffing and training needs.
• Maintains advanced knowledge of changes in technology, regulations and life insurance and/or health industry events that may impact operational functions and processes and shares this knowledge with others.
• Researches and responds to escalated member issues and complaints.

Minimum Requirements:

Minimum Education:

• 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 (Total of 10 years without degree)

Minimum Experience:

• 6 or more years of relevant life insurance new business, underwriting, servicing and/or claims experience, or financial services experience.
• 2 or more years of direct team lead, supervisory or management experience required.
• Advanced knowledge of life, annuity and health products, processes and services.
• Advanced knowledge of the life Insurance industry and regulatory requirements.
• SPECIALIZED MEMBER SERVICES ONLY: May be required to obtain Life/Health license within 90 days of job entry.
• SPECIALIZED MEMBER SERVICES ONLY: Licensing is not required, however, if there is an existing license and a business need, maintenance of FINRA Series 7, 66 (or 63 and 65), 24, and 51 (or 53) may be required

Preferred Experience:

• US military service or a military spouse
• Active Life / Health license
• 1+ years of experience leading a life, health, and/or annuity service team
• 1+ years of experience leading or managing in financial service or insurance industry
• 1+ years of experience call center leadership experience
• Prior leadership experience within a back-office function, fulfilling customer requests

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: $72,900 – 131,400.

Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.

*Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.

Shift premium will be addressed on an individual basis for applicable roles that are consistently scheduled for non-core hours.

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.

To see details on our outstanding benefits, visit USAA Total Rewards

Relocation assistance is NOT available for this position.