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Manager, Quality Assurance

Company: USAA
Location: Peoria
Posted on: May 24, 2020

Job Description:

Purpose of Job Manages a team who measure, analyze, and report on moderately complex quality and compliance evaluations on the technical skills and the business processes of Bank Operations Specialized Services internal line(s) of business. Develops employees through regular coaching and feedback that leads to improved results. Executes quality process improvements and leads organizational process changes. Maintains compliance with policies, procedures, and regulations. Leads and champions efforts on identifying and managing existing and emerging risks and ensuring these risks are effectively identified, measured, monitored and controlled. Job Requirements About USAA USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level. In each of the past five years, we've been a top-40 Fortune 100 Best Companies to Work For--, and we've ranked among Victory Media's Top 10 Military Friendly-- Employers 13 years straight. We embrace a robust veteran workforce and encourage veterans and veteran spouses to apply. USAA Careers - Award Winning Workplace (17 seconds) USAA Careers - World Class Benefits (31 seconds)

  • Holds responsibility for recruiting, developing and retaining high-performing team dedicated to first line of defense quality, compliance and risk control monitoring and evaluation efforts.
  • Manages employee performance and facilitates professional development and career progression.
  • Ensures employees understand how the tasks they perform help mitigate risk and protect the brand and reputation of USAA.
  • Plans, develops, executes and monitors all Quality and Affiliate evaluation processes and procedures as well as specialty evaluation requests, ad-hoc studies and projects.
  • Manages, supports, and calibrates to delivers evaluation results and analysis to various stakeholders and internal/external customers.
  • Provides recommendations to process and product owners for improvements based on industry best practices and regulatory/compliance standards.
  • Provides guidance and support related to various review and evaluation aspects, including but not, limited to assisting with action plans and follow-up on plan execution.
  • Identifies opportunities to automate/streamline quality and compliance efforts.
  • Creates a collaborative environment that fosters cross-functional communication, both internal and external to Bank Operations Specialized Services for collective success towards attainment of strategic/tactical quality and compliance objectives.
  • Achieves optimal productivity through managing workload volumes, staffing, training needs, and identifying and implementing appropriate quality reviews/evaluations performance standards.
  • Reviews evaluations performed, territories, methods of inspection and Affiliate relationships to ensure quality processes are relevant and business risks are mitigated.
  • Serves as the SME for policies, procedures, practices and expertise for Bank Operations Specialized Services/Affiliate Quality and Reinspection Programs.
  • Assists with state investigations, internal/external assessment engagements, trials and pre-trial/trial activities for Bank Operations Specialized Services Operations Litigation cases. Minimum Experience:
    • Bachelor's Degree OR 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree (10 total years of experience in lieu of a degree).
    • 6 years of progressive related experience in a quality assurance role within a financial services industry, combined with customer service, operations, or processing experience in relevant industry.
    • 2 years of direct team lead, supervisory or management experience.
    • Strong communication skills with demonstrated ability to deliver presentations and communicate information in a way that is easily understood by varying audiences.
    • Advanced understanding of the quality assurance discipline and demonstrated application of knowledge, skills and abilities towards work products and deliverables.*Qualifications may warrant placement in a different job level*When you apply for this position, you will be required to answer some initial questions. This will take approximately 5 minutes. Once you begin the questions you will not be able to finish them at a later time and you will not able to change your responses.Preferred:
      • 3+ years risk, quality assurance or banking experience.
      • 3+ years' experience in SCRA operations or SCRA quality control.
      • Strong knowledge of bank regulations as they apply to SCRA, Credit Card and Deposit products.
      • Working knowledge of federal regulations AML, KYC, Reg DD, and Reg Z.
      • Strong working knowledge of Credit Card and Deposit products.
      • 2+ years people management experience.
      • Strong ability to build and maintain relationships with Experience Owners, Process Owners, Operations, Legal and Compliance.
      • Excellent verbal and written communication skills.
      • Strong presentation skills to all levels of management.The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.At USAA our employees enjoy one of the best benefits package in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals. USAA also offers a variety of on-site services and conveniences to help you manage your work and personal life, including seven cafeterias, two company stores and three fitness centers .Relocation assistance is not available for this position.For Internal Candidates:Must complete 12 months in current position (from date of hire or date of placement), or must have manager's approval prior to posting.Last day for internal candidates to apply to the opening is 5/27/20 by 11:59 pm CST time.

Keywords: USAA, Peoria , Manager, Quality Assurance, Executive , Peoria, Arizona

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