AVP, Insurance Sales and Service (P&C ) Contact Center

USAA • Chesapeake, VA

3d • Onsite

About The Position

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 #1 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 We are seeking four experienced AVP, Insurance Sales and Service leaders to spearhead our Property & Casualty (P&C) Contact Center operations across key locations: San Antonio, TX, Phoenix, AZ, Chesapeake, VA, and Tampa, FL. In this executive role, you will provide strategic direction and resource stewardship to optimize sales, service, and retention of personal lines products. You will be instrumental in achieving business plan performance and organizational goals, ensuring alignment with overarching business strategy and state-specific regulations. Cultivate an environment of innovation, accountability, and operational excellence, championing USAA's mission and standards to deliver exceptional member value through collaborative partnerships. The role is in office 5 days per week. Relocation assistance is available for this position.

Requirements

• Bachelor’s Degree OR 4 years of related Property and Casualty or Financial Services experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 10 years combined contact center and Property and Casualty/ Financial Services industry experience delivering results within a multi-channel environment to include experience in a medium to large-scale and/or multi-site contact centers.
• 6 years of people leadership experience in building, managing and/or developing high-performing teams with demonstrated ability developing talent, managing workflow, engaging and inspiring staff and peers, and fostering open communication.
• Experience developing operational strategies, managing projects and initiatives.
• Comprehensive knowledge of the insurance regulatory environment, regulatory requirements, and other supervisory engagement and processes.
• Experience collaborating with key resources and stakeholders, influencing decisions and managing work to achieve strategic goals.
• Demonstrated financial acumen and in-depth knowledge of insurance financial performance metrics.
• Executive-level business acumen in the areas of business operations, industry practices and emerging trends required.
• Experience leading through change and promoting changing well in the organization.

Nice To Haves

• US military experience through military service or a military spouse/domestic partner
• Property & Casualty insurance designation(s): CPCU, AINS, CIC, CRM or related.
• Property & Casualty personal lines distribution management experience in state-specific territories.
• Support of large scale digital transformation efforts in a Contact Center operating model.

Responsibilities

• Leads large-scale P&C Insurance Sales & Service licensed member contact department(s) in an office and virtual environment to drive overall member experience for USAA.
• Builds and leads teams through the ongoing execution of recruitment, development, retention, coaching and support, and performance management of multi-level workforce in fulfillment of our Corporate Mission and USAA Standard.
• Plans and operates across both internal and Third-Party contact center agencies.
• Develops and leads the implementation of contact center operational strategy, plans, and processes which improve, optimize, and enable channel performance delivery while ensuring regulatory compliance.
• Demonstrates financial acumen through in-depth knowledge of insurance financial performance metrics.
• Manages and optimizes region budgets, headcount and expense allocation in partnership with finance and planning partners.
• Promotes and instills a culture of thoughtful urgency toward the concerns of our members and employees to deliver exceptional experiences.
• Creates and maintains an optimal environment and culture that encourages open lines of communication.
• Ensures the attainment of key contact center metrics including but not limited to MSI, average speed of answer, occupancy, shrinkage, average handle time, member satisfaction and capacity.
• Accountable for regional financial performance, including revenue growth, controllable expenses, and productivity within a regulated, high-volume contact center environment.
• Partners, collaborates, and influences internal and external partners and key stakeholders on delivery of critical operational initiatives and business strategies to ensure roadblocks for developing, implementing, and/or executing programs are eliminated.
• Implements strong process controls with a focus on maintaining compliant sales and service practices which align with Association standards for Contact Center compliance and technical adherence.
• Maintains strong knowledge and understanding of Property & Casualty industry trends, drivers, and regulatory changes and requirements that may impact current and future strategic direction by leveraging data, industry insights and experience to drive product growth and retention.
• Coordinates with experience and product management partners for implementation of technology modernizations and portfolio health in assigned region.
• Leads teams and individuals through business transformation and change management efforts.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

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, visit our benefits page on USAAjobs.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 5,001-10,000 employees