Manager, Solutions

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values - honesty, integrity, loyalty and service - define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

USAA is seeking a talented Manager, Life Solutions to lead a team of specialized, licensed professionals dedicated to knowing our members, understanding their Health, Life or Retirement income needs, and providing appropriate solutions to facilitate their financial security. Motivates staff toward the attainment of acquisition goals and develops employees through regular coaching and feedback that leads to improved long-term sustainable results.

Executes process improvements and leads organizational process changes to improve member and employee experiences.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based on the Plano campus
. Relocation assistance is NOT available for this position.

What you'll do:

• Leads and develops a team of professional licensed advisors to provide best in class Health, Life, or Retirement advice and solutions to members to improve their financial security.

• Contributes to the achievement of Life Co member, product, and financial goals through team's performance. Effectively coaches employees on sales processes and opportunities to improve overall sales results.

• Proactively identifies opportunities to improve operational effectiveness in Life, Health, or Retirement Income, resulting in reducing manual processes and expenses. Works with key stakeholders to implement solutions to improve operational effectiveness and performance standards to drive improved acquisition results.

• Maintains current knowledge of the competitive landscape, financial services industry trends, changes in technology, regulations, and/or other industry events that may impact operational functions and processes, and effectively communicates this knowledge to their direct reports and peers within Health, Life or Retirement Income.

• Develops required operational tools and processes including workflow development, systems enhancements, and selection of other technical resources needed.

• May fulfill the responsibilities of a securities principal:
  In conjunction and coordination with Securities Counsel and Securities Compliance, provides research and documentation support for use in responding to regulatory authority inquiries and audits.

• Responsible for the resolution of complex operations issues and/or member escalations.

• Maintains compliance with company policies, procedures, and all applicable state and federal laws, rules, and regulations.

• Collaborates with strategic third-party vendors that helps USAA provide brokered products including Final Expense, Universal Life Insurance, Medicare Advantage & Prescription Drug Plans. Coordinates training/onboarding/development of third-party staffing to assist with seasonal call volumes.

• Responsible for efficient call center operating model that adheres to employee and member experience KPIs.

• 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.

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. (Total of 10 years of experience without bachelor's degree)

• 6 years of experience in financial services operations to include process improvement.

• 2 years of direct team lead, supervisory, or management experience required.

• Experience implementing and managing business process improvements.

• Extensive sales experience in the Health,…