Executive Director, Bank Sales and Service Contact Center
USAA
Phoenix, AZ
14 days ago
$147,750 - $265,950
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Job Description
Join USAA as an Executive Director of Bank Sales and Service Contact Center, where you'll lead and innovate to enhance member experiences in a dynamic environment. Drive strategic direction and foster a culture of excellence in service through effective leadership and operational oversight.
Key Responsibilities
Builds and oversees the Bank Sales and Service Contact Center
Achieves compliance standards for the Contact Center
Leads cross-functional teams to improve member experience
Drives overall member experience for Enterprise
Serves as a coach and mentor to leaders within Bank Contact Center
Develops understanding of member experiences and recommends solutions
Executes operational expectations for contact center environment
Increases depth of member relationships in a compliant manner
Ensures risks are identified, measured, monitored, and controlled
Required Qualifications
Bachelor’s Degree or 4 years of related experience
10 years of progressive contact center experience in financial services
4 years of people leadership experience
3 years of experience developing strategy for large-scale programs
Deep understanding of banking regulatory environment
Strong technical aptitude and analytical skills
Previous leadership experience in large contact centers
Preferred Qualifications
Support transformation
Operational efficiency strategies
Strong focus on employee and leadership experience
Internal Audit Experience
Change Management Experience
Transformation and delivery Experience
Issues and Risk Management Experience
Experience leading large teams of 500 plus
US military experience
Benefits & Perks
Comprehensive medical, dental, and vision plans401(k) and pensionLife insuranceParental benefits and adoption assistancePaid time off program with paid holidays and 16 paid volunteer hoursWellness programsCareer path planning and continuing education