Third Party Relationship Manager (Mid-level), Bank

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.

The Opportunity

As a dedicated Third Party Relationship Manager, you will focus on driving balanced scorecard performance for a third-party supplier within a bank contact center environment. Your key responsibilities include managing the supplier's performance across member satisfaction, compliance with laws, rules, and regulations, and overall operational efficiency. The position involves overseeing the lifecycle of member service requests (MSRs), managing capacity needs, and ensuring quality through metrics such as average call time. This role requires significant influence to implement routines, review performance trends, conduct root cause analysis to address performance gaps, and develop actionable plans for continuous improvement.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL.

Relocation assistance is not available for this position.

What you'll do:

• Responsible for effective and compliant management of third-party relationships with low or moderate inherent risks that can decrease the enterprise’s ability to execute on one area of the mission, damage reputation, or impair financial stability of the Enterprise such that capital strength or liquidity is temporarily impacted.

• Leverage knowledge of industry laws and regulations along with approved USAA risk management and procurement policies, standards, processes and controls, technology and tools, etc. to identify, measure, document, mitigate, and manage existing and emerging risks while diligently monitoring third-party relationship compliance with USAA and regulatory requirements.

• Facilitate activities across Procurement, Information Security, Compliance, etc. to drive the execution of required on-boarding activities ensuring third-party providers have required access to appropriate USAA systems, facilities, on-line resources, training, etc. Ensure termination of relationships including removal of system and physical access to USAA assets as well as coordinating transition to in-house functional area or on-boarding of an alternate third-party.

• Apply Inherent Risk Questionnaire (IRQ) process to assess risk profiles of third parties and ensure effective application of appropriate rigor to handle risks through the duration of the relationship.

• Identify, monitor, and lead action plans to address risk and performance issues/findings. Follow approved processes to ensure timely issue resolution and completion of action plans. Assists leadership in preparing responses to regulatory inquiries involving assigned relationships.

• Partner with first line of defense (i.e., Business Risk and Control Advisors) and second-line of defense partners (i.e., Risk, Compliance) to develop, implement and observe operational controls that enable effective management and deliver expected performance from integrated business processes (end- to-end USAA and third-party execution).

• Ensure contract documentation accurately reflects products/services provided via assigned third-party relationships and monitors third-party’s ability to deliver against contractual requirements and service level agreements. Support the development of key performance indicators for the relationship. Lead all aspects of third-party relationships for member complaints and levels of member satisfaction. Reconcile and ensures payment of third-party relationship invoices, purchase orders and spend management.

• Build and maintain partnerships with third-party suppliers and internal clients. Facilitate management routines and documents conversations between USAA partners and third-party relationships to gain alignment of approach to compliance with new or changing logs and regulations, strategic direction and road maps, risk appetite, etc.

• Support other third-party relationship managers to ensure compliance within the lifecycle (e.g. ongoing monitoring support, site visits, due diligence assessments, etc.)

• Ensure risks associated with business activities are identified, measured and controlled in accordance with risk and compliance policies and procedures. ​

What you have:

• Bachelor's degree: OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.

• Minimum 4 years' relevant supply chain management, vendor/third-party risk management, or operations experience within a contact center environment in financial services, information technology, or related industry.

• Minimum 2 years' experience with relevant regulatory compliance, industry regulations and regulatory data sources such as Office of the Comptroller of the Currency (OCC), Federal Reserve Board, Consumer Financial Protection Bureau (CFPB), etc.

• Proficient knowledge of relevant business process(es) and regulatory compliance requirements

• Proficient knowledge of supply chain management.

• Knowledge in project management, budget control. contract management and analyzing and interpreting data.

• Knowledge of federal laws, rules, regulations, and applicable guidance to include REG W, FRA 23A&B/TPRM, OCC Heightened Standards.​

What sets you apart:

• Demonstrates strong written and verbal communication skills, strong critical thinking skills, and a high degree of learning ability.

• Experience handling third party supplier relationship and overall operational scorecard performance.

• Experience with root cause analysis and action plan management experience

• Experience with call center operations

• Experience in a contact center within the banking industry; strongly desired.

• Proven ability to conduct effective accountability conversations, including providing clear feedback, setting expectations, and collaborating in the development of improvement plans.

Compensation range: The salary range for this position is: $77,120.00 - $147,390.00.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Compensation: 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 data of the position. The actual salary for this role may vary by location.

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

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.

Benefits: 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.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.