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This is a Full-time position in SACHSE, TX posted May 28, 2021.

Purpose of Job

We are currently seeking talented Manager, Business Risk and Controls for our San Antonio, TX, Phoenix, AZ, Colorado Springs, CO, Tampa, FL or Plano, TX facility.

This leader will be responsible for managing the Calibration team for USAA’s Omnichannel Quality Program.
Oversees a team responsible for performing calibrations with Bank Omnichannel evaluators with the objective of reducing variation in the assessment of operational and compliance risks within member contacts. The team also responds to inquiries via Ink and reviews and responds to disputed Quality evaluations and provides timely feedback and coaching.

Manages a team of Business Controls Specialists responsible for providing centralized operational support through internal process review, quality audits, and testing to ensure operational risks are appropriately identified and controls are working as designed. Motivates staff toward the attainment of departmental goals and develops employees through regular coaching and feedback that leads to improved results. In addition, the Manager ensures compliance with all prescribed internal policies and all applicable regulatory requirements.

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.

USAA Careers – World Class Benefits (31 seconds)

Primary Responsibilities:

  • Develops employees and provides coaching and feedback to facilitate professional development.
  • Assesses training requirements for incumbents, team members and the business.
  • Evaluates individual training needs and promotes the development of effective team relationships.
  • Oversees and monitors the day-to-day review, monitoring and testing of controls in an audit capacity and procedures associated with products, services, customers and operations.
  • Advocates for and guides employees through the utilization of quality methods and tools to identify, analyze, improve, and implement business solutions.
  • Identifies opportunities to improve operational effectiveness within the team and with the business.
  • Designs and implements operating procedures that provides improved services and enhanced internal efficiencies.
  • Maintains advanced knowledge of changes in regulations, and the industry that may impact operations. May oversee responses to external regulatory inquiries and/or internal inquiries as necessary.
  • Oversees the design, assessment, implementation and/or administration of complex quality assurance programs, practices and policies.

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 be able to change your responses.

Minimum Requirements:

  • Bachelor’s Degree or 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree.
  • 6 or more years of operations, process experience, quality assurance or quality improvement.
  • 2 or more years of leadership experience.
  • Advanced knowledge of relevant regulatory compliance, industry regulations and regulatory data sources required.

Preferred Experience:

  • 3-5 years of experience in Bank or Financial Customer Contact Center
  • People management experience, group larger than 8+ employees
  • Experience in Deposits, Credit Card, Payments Bank Operations, Compliance, Operational Risk 
  • Professional designations in Compliance or Operational Risk Management (ex. CRCM, CERP)

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.


USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market position. The salary range for this position is: $80,200 – $144,500* (this does not include geographic differential it may be applied based on your work location)

Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.

*Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average. 

Shift premium: will be addressed on an individual-basis for applicable roles that are consistently scheduled for non-core hours.  


 At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness.  These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs.  Additionally, our career path planning and continuing education assists employees with their professional goals.

Please click on the link below for more details.

USAA Total Rewards

Relocation assistance is not available for this position.

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