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AVP, Quality Assurance and Controls

Company: USAA
Location: The Colony
Posted on: January 13, 2022

Job Description:

Purpose of JobThe P&C Distribution and Service team is seeking a highly skilled, experienced executive capable of designing, building, and implementing a comprehensive quality and risk management organization for a world-class insurance provider.
Provides executive oversight and direction for the strategy, planning and management of the risk management program and quality assurance activities. Leads the policy development and implementation of program objectives and operational strategies that achieve operational efficiencies, improve quality, and mitigate operational and compliance risks. Engages with senior leadership to deliver compliant solutions that 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. Champions continuous improvement efforts and process gap remediation initiatives. The selected individual is expected to reside within commutable distance to one of USAA 's office locations which include Colorado Springs, CO, Phoenix, AZ, San Antonio, TX, Plano, TX, Tampa, FL, Charlotte, NC, and Chesapeake, VA. There is no relocation provided.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 and procedures for business activities.
  • Accountable for leading the strategy and implementation of the risk management program and quality assurance program for the area of responsibility. - Establishes and enforces quality standards through root cause analysis and preventive action plans; implemented in a timely and thorough manner.
  • Responsible 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 appropriate strategic and tactical solutions that 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. - Leads and supports the identification and implementation of process improvements intended to enhance operational efficiencies, improve quality, and mitigate risks.
  • 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.
  • Provides executive leadership to lead and motivate a team of Quality Assurance and/or Business Controls subject matter experts responsible for the execution of Quality Assurance oversight, processes and procedures; Provides leadership, removes obstacles, and fosters a continuous improvement culture ensuring documents, projects, processes and initiatives comply with regulatory/legal requirements and internal policy.
  • Stays abreast of market economic conditions, industry and regulatory development and trends, compliance, and responds appropriately to changes that would influence QA/QC efforts; Actively benchmarks with both internal and external organizations to further expand knowledge/skills and identify improvement opportunities for the organization.
  • May proactively provide trend and analysis of member sentiment and root cause dis-satisfiers. Articulates member experience and business opportunity improvements and take appropriate action to influence prioritization and implementation of process improvements.
  • 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:Minimum Education:
    • Bachelor 's Degree.
    • Four years of additional related experience beyond the minimum experience required may be substituted in lieu of a degree.Minimum Experience:
      • 10 or more 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.
      • Extensive progressive quality assurance/control/improvement experience to include demonstrated knowledge of regulatory laws, compliance standards and processes, and best practices.
      • 6 years of people leadership experience in building, managing and/or developing high-performing teams.
      • 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 Requirements:
        • 1-3 years progressive experience designing an effective controls testing function.
        • Experience in Insurance Industry.
        • Experience building an effective quality program.
        • Process improvement certification (ex. blackbelt).
        • Experience managing third party risk.
        • Experience with external regulatory agencies.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: $155,400 - $279,800Employees 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 Executives only representing a cash payment which is both time and performance basedStipend: As an EMG Member, you will receive an annual stipend (amounts determined by level) which will be paid in quarterly installments.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.

Keywords: USAA, The Colony , AVP, Quality Assurance and Controls, Other , The Colony, Texas

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