Director, Bank Advocacy

USAA•San Antonio, NC

4d•Hybrid

About The Position

Lead the day-to-day operations of consumer and regulatory complaint resolution activities related to banking products, including checking and savings accounts, credit cards, and consumer lending products. Oversee managers responsible for complaint investigations and resolution teams, ensuring adherence to regulatory requirements, operational excellence, and member advocacy standards. Partner closely with executive leadership to drive performance, identify root causes, implement process improvements, and mitigate compliance and operational risks. This role is accountable for achieving business results through effective leadership, strategic planning, operational oversight, and a strong commitment to delivering positive member outcomes while maintaining regulatory compliance. This position is remote eligible within the continental U.S. and may require occasional business travel. Individuals residing within a 60-mile radius of a USAA office will be expected to work on-site four days per week. Relocation assistance is not available for this position.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
Minimum 8 years’ progressive banking experience.
Minimum 8 years’ experience handling member escalations/complaints.
Minimum 4 years’ direct team lead, supervisory or management experience required.
Exhibits strong decision-making skills.
Demonstrated process management and improvement through an understanding of bank product lifecycle.
Proven ability to comprehend, interpret, and provide guidance to employees regarding bank regulatory and compliance requirements.

Nice To Haves

Recent retail banking experience with a strong understanding of banking operations, products, services, regulatory requirements, and the overall member experience.
Experience in complaint management, member advocacy, customer resolution, regulatory response, or related operational functions, including conducting complex complaint investigations, performing root cause analysis, identifying trends, and driving timely, effective resolutions.
Leadership experience managing and developing high-performing teams, including coaching leaders and employees, driving accountability, fostering a culture of quality and continuous improvement, and achieving operational and compliance objectives.
Demonstrated ability to analyze complaint data, identify systemic issues and emerging trends, and partner with cross-functional stakeholders to implement process improvements that enhance the member experience, mitigate risk, and reduce recurring complaints.
Proven success leading large-scale operational transformations, organizational change initiatives, workforce expansion efforts, or operating model evolutions within a highly regulated environment.
Strong knowledge of complaint management practices, regulatory requirements, risk management principles, operational controls, and service-level performance metrics.
Exceptional written and verbal communication skills, executive presence, and the ability to influence stakeholders, present findings and recommendations to senior leaders, and translate complex issues into clear, actionable business insights.

Responsibilities

Oversee a team that leads Bank Member Advocacy through handling of complaints within multiple channels in a high-volume face-paced contact center environment.
Leverage a comprehensive understanding of the product lifecycle, including development, launch and maintenance phases to identify potential risk to ensure effective risk management.
Apply digital mindset to identify and implement innovative solutions that streamline processes and enhance efficiency in line with digital advancements.
Monitor and oversee managers through performance to ensure teams are adhering to performance standards, compliance, effectively managing cases, conducting thorough root cause analysis, identifying areas of process improvements, and maintaining high levels of quality control.
May handle Bank members' escalated complaints and inquiries, specifically those directed to the executive management group.
Prepare and present comprehensive updates, including status, resolution efforts, and overall complaint completion, to the executive management group, ensuring adherence to service level objectives are met.
Actively collaborate with Bank leaders to ensure the consistent implementation and execution of banking member communication policies and processes, encompassing the conception of the product life cycle and associated procedures.
Utilizing emotional intelligence skills to create supportive and inclusive team environment, fostering open communication, empathy, and understanding amongst team members.
Build and oversee a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.