Director, Insurance Sales and Service

About the role

As a dedicated Director, Insurance Sales and Service , you will coach, guide, and direct a team of leaders responsible for 100-140 front-line employees in a contact center environment that provides members with experience for the sales, service and retention of personal lines products in all states and segments using multiple contact channels. Accountable for implementation of regional strategic and operational plans to achieve success within Key Result Areas. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position is based in Chesapeake, VA. Relocation assistance is available for this position.

Responsibilities

• Directs, leads and motivates team members in operational strategy development and day-to-day planning and execution of contact center operations and performance.
• Builds processes and relationships that facilitate productive teamwork and goal achievement.
• Maintains and applies expert knowledge of the business, member service components and operational processes.
• Responsible for staffing plans, onboarding, and contact center performance.
• Builds and oversees a team of employees through ongoing execution and oversight of goal setting, recruiting, development, retention, coaching and support, performance management, and managerial activities in fulfillment of our Corporate Mission and USAA Standard.
• Supports achievement of business objectives through effective management of resources, process improvements and maximizes the positive impact of information and technology on business operations and member experience delivery.
• Eliminates roadblocks to develop and execute programs and ensures the effectiveness of implementation of both operational and strategic plans.
• Advises senior leadership on issues and utilizes advanced leadership and collaborative skills in interacting with stakeholders and control/business/affiliate partners.
• Identifies opportunities to improve changes in organization, processes and procedures to promote maximum efficiency and improve the member experience.
• Accountable for team's performance related to compliance and risk mitigation goals as well as quality, service, deepening and/or acquisition behaviors to effectively contribute to the mission of USAA and to protect USAA's brand and reputation.
• Accountable for employee and leader development through regular coaching and timely feedback.
• Responsible for personal and leader's adherence to coaching and leadership routines.
• Remain current with all ad hoc required learning courses and industry insurance standards.
• Education:
• Bachelor's degree; OR 4 years of relevant education and/or experience.
• Experiences that will support your success:
• 8 or more years of customer service or sales experience.
• 3 or more years of direct team lead, supervisory or management experience.
• Strong decision-making skills.
• Demonstrated experience in staffing, planning and managing processes.
• Demonstrated experience in effectively managing sales and services processes.
• Ability to understand, interpret and coach employees on insurance regulatory and compliance requirements.
• What sets you apart:
• 5+ years in P&C insurance operations: Understanding of how property and casualty insurance is sold, retained, and priced, including balance sheet knowledge and how business is attracted
• 3+ years of people leadership experience in leading through change, 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 successfully partnering with go-to-market, state management and product teams
• Master's degree, Insurance designations (CPCU, CLU, AINS, etc.)
• A leader who understands the need for transformation, embraces change, challenges the status quo, and keeps pace with evolving member needs and market demands
• Military experience: A background in the military, particularly in operational roles, can be a significant asset, demonstra

Benefits

Additional Information

Why USAA? 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. We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

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