Business Process Owner Mid-Level- Bank (Omni Contact Center)

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

What you'll do:

• Applies knowledge of the business to understand customer gaps in performance, and develops, modifies, re-engineer’s customer specific process program plans in alignment with business results and enterprise strategy to achieve the level of desired performance.
• Develops, sustains, and handles defined business processes through a structured approach as functional expert bringing multifaceted perspective to leverage multiple ways of thinking while developing end-user focused process solutions.
• Plans and coordinates the overall health of processes by developing control limits, supervising key performance indicators, etc.
• Identifies, owns, implements, improves, and aligns controls to mitigate operational and compliance risks as it pertains to owned processes.
• Assists in identification of business unit and business process risks across assigned activities.
• Develops communication plans for customers and internal team members.
• Ensures alignment between internal partners and customers across assigned business process projects and services using proactive communication and engagement strategies.
• Applies reporting, data, and analytics to measure process and project performance, adjust services and operational activities, and advise vital team members.
• 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.
• Actively provides relevant business performance intel to progress the planning, research, analysis, development, and implementation of new and modifications to existing applications and processes to provide new or improved capabilities, products, and/or services.
• Ensures risks associated with business activities are optimally 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.
• 4 years business process execution/knowledge/experience, consulting, and/or process engineering/optimization.
• Experience in optimally applying quality management, process improvement, and problem-solving tools and methodologies.
• Hands on experience with process mapping and modeling, and crafting and validating process documentation.
• Understanding and application of process management standards and policies, and knowledge of applicable regulations and risk management practices.
• 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:

• Current experience working in the deposits industry.
• Demonstrated success facilitating across multiple areas (business, operations, technology, business partners) to drive critical change initiatives.
• US military experience through military service or a military spouse/domestic partner.

Compensation range: The salary range for this position is: $77,120 - $147,390.

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.