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Executive Director, Bank Member Advocacy
USAA
San Antonio, TX, United States
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Purpose of Job
The Executive Director, Bank Member Advocacy, leads a team responsible for ensuring positive member relations and efficient and compliant complaint resolution for Bank Members across all products and services. Oversees the development, implementation and execution of operating strategies, policies and procedures aimed at achieving operational effectiveness, efficiency and compliance in handling member complaints and escalations. Develops a future strategy roadmap and portfolio to ensure the continuous evolution of best in class Bank Member Advocacy processes and member complaint resolution experiences.
Job Requirements
Job Responsibilities
Directs Advocacy teams and processes within the Bank and ensures timely, accurate and appropriate responses to complex member issues identified through member concerns and complaints.
Manages team efficiency by monitoring, documenting and communicating progress towards increased complaint resolution, member satisfaction and the achievement of objectives, strategies and action plan results.
Stays abreast of industry issues, trends and USAA Federal Savings Bank strategic plan to evaluate responses and provide solutions to complex issues presented to reflect the changing market/competitive conditions, while maintaining compliance with policies and regulatory requirements.
Responsible for end to end complaint experience, which includes experience testing for complaint resolution procedures, MIG handling and providing responses for regulatory Audit/Exam requests.
Collaborates with key resources and stakeholders to influence decisions and drive work as needed to achieve strategic goals.
Liaises with Compliance, Risk and Legal teams on legal and regulatory considerations that impact Bank Member Experience in accordance with federal and state regulations.
Leads cross-functional projects and assembles teams responsible for assessing opportunities and recommending solutions to improve processes, simplify internal/external business processes and align resources accordingly.
Establishes and maintains performance metrics, taking corrective action and directing the implementation of solutions to bring process performance to the next level and ultimately improve bank member experience and satisfaction.
Builds high-performing teams and secures support for the Bank Member Advocacy vision. Motivates and inspires leadership team (direct reports) as well as subordinate teams. Mentors and provides team members with training, coaching and development opportunities.
Minimum Requirements
• Bachelor’s degree required
• 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree
• 10 or more years of progressive Member Advocacy or Complaint Experience and / or developing strategies, managing major initiatives and delivering results within a complex matrix environment
• 4 or more years of people leadership experience in building, managing and/or developing high performing teams required
• Subject Matter Expert in Complaint Industry practices and Member Advocacy or Complaint Resolution compliance and regulatory standards
• Experience collaborating with key resources and stakeholders, influencing decisions and managing work to achieve strategic goals
• Executive-level business acumen in the areas of business operations, industry practices and emerging trends
Preferred:
• Proven experience partnering at the Executive level to manage direction and provide deliverables
• Demonstrated ability to create and present Executive presentations / summaries