Director, Business Process Ownership

Purpose of JobWe are currently seeking a talented Director, Business Process Owner – Experience Management for the San Antonio, Phoenix, Tampa, Colorado Springs, Chesapeake office or available for 100% remote.

Oversees a team of business professionals that are responsible for the end to end aspects and overall ownership of assigned processes. Guides team members to collaborate with enterprise partners in the facilitation and development of business rules, gathering of requirements, artifacts and process management. Guides team members in the ownership of assigned processed to include, capturing, documenting and sustaining processes. Maintains compliance with policies, procedures and regulations.Job Requirements

About USAA

USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.

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Primary Responsibilities

• Identifies and manages existing and emerging risks that stem from business activities and the job role.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
• Follows written risk and compliance policies and procedures for business activities.
• Responsible for leading a team that is focused on process ownership and improving business results by identifying process gaps and opportunities, recommending solutions and developing and monitoring key process performance indicators.
• Aligns with enterprise partners to define backlog and present the business case to compete for funding and ultimately ensure execution to output.
• Ensures the Business Process Consultant backlog is prioritized in accordance with business deliverables.
• Defines, develops and evaluates performance metrics to establish process success, and engages stakeholders to ensure cohesive and continuous alignment to measures of success.
• Utilizes and oversees reporting, data, and analytics to measure process and project performance, adjust services and operational activities, and inform key stakeholders.
• Ensures risk mitigation is a top priority by diagnosing and quickly resolving risk opportunities.
• Influences business unit and business processes to address risk across all activities.
• Using prescribed project execution methodologies such as Agile, Six Sigma, Lean, and Waterfall, collaborates with process stakeholders to ensure timely execution of deliverables to improve or design-controlled processes.
• Manages identifies business process risks and oversees that appropriate controls are captured, documented, sustained and ultimately mitigated.
• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.  

Minimum Requirements

• Bachelor's Degree OR 4 years’ experience with process improvement and design methodologies, e.g. Six Sigma and Lean, business operations, risk management, quality assurance and control, or internal audit beyond the minimum required may be substituted in lieu of a degree.
• 8 years business process execution/knowledge/experience, consulting, and/or process engineering/optimization.
• 3 years of direct team lead, supervisory or management experience.
• Experience leading and/or participating in programs/projects, business process owner/consultant efforts in a dynamic environment.
• Extensive experience in the application of process management methodologies, standards and policies within a regulated environment.
• Knowledge of operational risk management practices.
• Organizational agility; with demonstrated ability in developing partnerships across a complex business landscape, while utilizing/ implementing Lean and continuous improvement methodologies.
• Experience gathering and assessing set of performance metrics to ensure both efficient and effective processes.

When you apply for this position, you will be required to answer some initial questions.  This will take approximately 5 minutes.  Once you begin the questions you will not be able to finish them later and you will not be able to change your responses.

Preferred Experience

• Customer experience, innovation, product development, or digital transformation experience in an insurance company.
• Familiarity using tools and approaches to measure the effectiveness and performance of a customer experience and related processes.
• Experience in complaint management, increasing member or customer loyalty and retention.
• Proven track record of building a target state and strategic roadmaps.
• Evidence of leveraging human centered design and/or other CX tools and methodologies to deliver customer/member centered solutions.

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.

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 position. The salary range for this position is: $106,800.00 - $192,300.00 *(this does not include geographic differential it may be applied based on your work location)

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

*Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average. 

Shift premium: will be addressed on an individual basis for applicable roles that are consistently scheduled for non-core hours.  

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.

Please click on the link below for more details.

Relocation assistance is not available for this position.

For Internal Candidates: Must complete 12 months in current position (from date of hire or date of placement) or must have manager’s approval prior to posting.