Job Description

Job Description

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 Bank Business Process Consultant Senior , you will apply sophisticated knowledge of bank processes and products and acts as a trusted advisor by providing consultation services to internal clients in areas of strategic sourcing, alternatives and solutions, supplier management, affiliate agreement adherence, third party risk management, and bank operations. Collects and consolidates demand and finds opportunities, within the Bank. Implements and leads all aspects of the development of business process related solutions for internal clients and members. Evaluates processes/ resources and develops effective solutions/ improvements/ improvements to drive the efficient operation of the Bank.

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

The Bank Omni Change Orchestration Team unites the right partners to drive smart decisions, lead change with clarity, and equip member contact employees to confidently navigate transformation and deliver on USAA’s mission. 

Key Responsibilities of this role: 

• Intake and triage change requests that affect what frontline employees see/say/do, member experience, or contact-center volume. 

• Assess change complexity, operational and regulatory risk, required signoffs (Legal/Compliance/Risk), and forecasting impacts. 

• Plan and orchestrate cross-functional delivery (partner engagement, delivery/saturation reviews, evidencing and sign-off). 

• Air Traffic Control: enable proactive decisioning and sequencing of change to maximize impact and support successful value delivery. 

• Maintain controls associated with managing change. 

What you'll do:  

• Engages with vital team members to implement balanced strategic solutions. 

• Develops business process improvements for the Bank that aligns business results, bank strategy and risk management framework. 

• Leads planning and execution efforts and coordinates activities for highly sophisticated projects.

• Applies a well-rounded understanding of risk and regulatory compliance to handle risks by using established methodologies and exercising control plans to ensure alignment with bank specific goals and process requirements. 

• Provides consultation to influence and ensure process is built to address risk across all activities. 

• Reviews and develops communication and organizational change plans for customers and internal partners to drive awareness on current processes and/or changes.

• 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, finding opportunities to influence customer and business process activities and advise key partners. 

• 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. 

• 6 years of experience in business process consulting, process design and/or program/project management.

• Advanced knowledge of bank products and processes. 

• Experience in implementing and sustaining change/improvements.  

• Experience in applying quality management, process improvement, and using process improvement tools and methodologies. 

• Experience applying retail bank subject matter expertise to simplify the customer experience, standardize process execution, and automate where possible. 

• Expert experience/ knowledge of Risk Management frameworks and Banking Regulatory requirements. 

• Demonstrated experience with process improvement, workflow, benchmarking and/or evaluation of business processes. 

What sets you apart:  

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

• Strategic Leadership: Aligns change enablement with the bank's strategic goals, ensuring changes support overall objectives. 

• Collaborative Stakeholder Engagement: Proactively engages the right stakeholders at the right time to improve change readiness and ensure successful implementation. 

• Impact Assessment Expertise: Skilled in identifying potential disruptions and develop mitigation strategies. 

• Process Expertise: Possesses a deep understanding of change management principles and best practices. 

• Proactive Approach: Takes a proactive approach to identifying and addressing potential issues before they escalate. 

• Results-Oriented: Focused on delivering positive outcomes and maximizing the value of change initiatives. 

Compensation range: The salary range for this position is: $103,450 - $197,730 .

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.

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