Business Process Owner Lead – Bank (Omni Contact Center)

Why USAA?

Let’s do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty, and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

As a dedicated Business Process Owner Lead-Bank (Omni Contact Center) , you will lead planning for highly sophisticated processes including problem definition, evaluation of requirements, design, testing, and implementation of business processes. Understands the process operating objectives, business rules, performance requirements, risks, and controls and interactions between dependent processes to minimize failures, eliminate duplications, and control process performance vital to achieve efficient, effective design and execution of the process Actively develops and drives alignment of process to overall experience strategy and vision. Accountable for Product Business Function/Value Stream/ART and uses expert knowledge ensuring initiatives are being delivered in a strategic, efficient end-user focused solution.

Develops and drives alignment to experience strategy and vision across product stakeholders and Omnichannel standards.

Design Planning-Guides and influences problem definition, evaluation of requirements, design, testing, and implementation of business processes.

Ensure procedural information is current, accurate, and user-friendly by applying advanced expertise in procedural building and authoring. Hold the team accountable to maintaining procedural standards.

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, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

What youll do:

Develops business process result program plans that align customer, business result and enterprise strategy. Ensures alignment with customer and appropriate roadmap(s).

Applies and maintains expert knowledge of the business and leads ongoing alignment and development of business result processes and capabilities with business needs to materially change and improve business performance.

Serves as strategic advisor bringing different perspective to leverage multiple ways of thinking while developing end-user focused process solution.

Guides and influences process re-engineering and technology implementation to enable process redesign and innovation. Leads the overall management of process performance by developing control limits, supervising key performance indicators, and advising team members of any deficiencies, improvements, operational risks issues, etc. and drives collaborative efforts to ensure process delivers against requirements.

Identifies, owns, implements, improves, and aligns controls to mitigate operational and compliance risks as it pertains to owned processes as it pertains to owned processes.

Collects and consolidates demand and sees opportunities by business portfolio, vertically within the business unit and/or horizontally across the enterprise.

Reviews, advises, and develops communication plans for customers and internal partners and ensures communications are in alignment with overall strategy.

Ensures alignment between internal team members and customers across all business process projects and services using proactive communication and engagement strategies.

Uses data and analytics to deliver insight into customer and business process performance and shares standard methodologies with overall team.

Stays current with new technologies and evaluates business processes to lead continuous process improvement efforts.

Lead solution development including reason / benefits substantiation and drive business requirements for process improvement initiatives.

Provides mentorship and guidance support for team and applicable business partners.

Plans and designs business processes and make recommendations and changes in order to improve and support business systems and activities and/or to deliver greater effectiveness and efficiency.

Ensures risks associated with business activities are effectively identified, measured, supervised, 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.

8 years business process execution/knowledge/experience, consulting, and/or process engineering/optimization.

Experience in successfully applying quality management, process improvement, and problem-solving tools and methodologies.

Experience in implementing and sustaining change/improvements (change champion).

Extensive hands-on experience with Process Mapping and Modeling and creating and validating process documentation.

Extensive experience in the application of process management standards and policies, and extensive knowledge of applicable regulations and risk management practices.

Proven experience with Lean, Business Process Management, or similar methodology.

Proven experience with using various systems to collect and analyze data.

Knowledge of federal laws, rules, regulations, and applicable guidance to include OCC Heightened Standards, BSA/AML, REG E, UDAAP/UDAP.

What sets you apart:

US military experience through military service or a military spouse/domestic partner.

3 or more years of Consumer Lending Acquisition industries.

Experience in creating and modernizing business processes and tools to drive efficiencies.

Change management experience.

Demonstrated success facilitating across multiple areas (business, operations, technology, business partners) to drive critical change initiatives.

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.

What we offer:

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. The salary range for this position is: $109,130 – $208,580 .

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

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, please 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.

If you are an existing USAA employee, please use the internal career site in OneSource to apply.

Please do not type your first and last name in all caps.

Find your purpose. Join our mission.

USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.

USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, youll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you dont have to be connected to the military yourself – you just need to share our passion for serving our more than 13 million members.

USAA is an EEO/AA Employer – applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.

California applicants, please review our HR CCPA – Notice at Collection (https://statmcstg.usaa.com/mcontent/staticassets/Media/enterprisehrcpranoticeatcollection.pdf) here.

USAA is an EEO/AA Employer – applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.