Business Process Owner - Mid Level

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 Business Process Owner - Mid Level, 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. 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 necessary to achieve efficient, effective design and execution of the process. Supports alignment of process to overall experience strategy and vision.

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, or Tampa, FL. Relocation assistance is not available for this position.

What you'll 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 handles defined business processes through a structured approach as functional guide bringing varied 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, implements, 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 collaborators.

• Ensures alignment between internal collaborators 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 inform key collaborators.

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

• Hands on experience with process mapping and modeling, and creating and validating process documentation.

• Understanding and application of process management standards and policies, and knowledge of applicable regulations and risk management practices.

• Demonstrated experience with applying various systems to collect and analyze data.

What sets you apart:

• Extensive experience handling multi-channel customer support models and optimizing support channels (e.g., publishing queue, front door, Slack, email).

• Shown ability to identify customer issue trends, recommend program enhancements, and drive process improvements, coupled with experience owning support processes.

• Demonstrated success in ensuring effective customer support issue resolution and improving First Contact Resolution (FCR) rates.

• Strong understanding of Enterprise Knowledge Management (EKM) processes, with experience coaching peers on knowledge management principles.

• Experience with Knowledgebase applications, (Right Answers, SharePoint, and Salesforce) evaluating knowledge for self-service, and leading all aspects of controls, governance, and management routines.

• Project Management background and Knowledge Management-related certifications are highly desirable.

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.