The OpportunityAs business process owner you will plan, direct and coordinate activities for moderately complex and complex processes, including problem definition, evaluation of requirements, design, testing, and implementation of business processes. Understand the process operating objectives, business rules, performance requirements, risks, and controls and interactions between dependent processes to minimize failures, eliminate redundancies, and control process performance necessary to achieve efficient, effective design and execution of the process. Support alignment of process to overall experience strategy and vision.
What you do:- Applies knowledge of the business to understand customer gaps in performance, and develops, modifies, re-engineers customer specific process program plans in alignment with business deliverables and enterprise strategy to achieve the level of desired performance.
- Develops, sustains, and manages defined business processes through a structured approach as functional expert bringing diverse 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, monitoring key performance indicators, etc.
- Identifies, owns, executes, enhances, 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 stakeholders.
- Ensures alignment between internal stakeholders and customers across assigned business process projects and services using proactive communication and engagement strategies.
- Utilizes reporting, data, and analytics to measure process and project performance, adjust services and operational activities, and inform key stakeholders.
- Stays current with emerging technologies and evaluates business processes to lead continuous process improvement efforts.
- Lead solution development including business case / 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 effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
What you have:- Bachelor's degree; OR 4 years of relevant education and/or experience.
- Direct Contact Center Experience: Minimum of 3 years working within a Contact Center environment, providing a foundational understanding of its operations and challenges.
- Cross-Functional Collaboration: Proven experience working effectively across multiple departments and teams to achieve common goals and deliver on project milestones.
- Process Improvement & Value Demonstration: Demonstrated ability to identify inefficiencies, analyze requirements, design, test, and implement improved business processes, and quantify and prove the benefits and savings achieved through these improvements.
- Strategic Problem-Solving & Creative Solutioning: A knack for dissecting complex issues, assessing potential impacts, and collaborating to develop viable solutions and proactively identify and implement creative, innovative alternatives.
- US military experience gained through military service or gained as a military spouse / domestic partner [optional]
Compensation range: The salary range for this position is: $77,120 - $147,390
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.
