Lead Business Advisor (Complaints Management)
Company: USAA
Location: Phoenix
Posted on: May 8, 2024
Job Description:
Why USAA?Let's do something that really matters.
At USAA, we have an important mission: facilitating the financial
security of millions of U.S. military members and their families.
Not all of our employees served in our nation's military, but we
all share in the mission to give back to those who did. We're
working as one to build a great experience and make a real impact
for our members.
We believe in our core values of honesty, integrity, loyalty and
service. They're what guides everything we do - from how we treat
our members to how we treat each other. Come be a part of what
makes us so special!The OpportunityWe are looking for a Lead
Business Advisor for the Bank's Complaints Management and Member
experience group.Advises stakeholders by providing business
planning guidance to include research, development, planning and
implementation of procedures and processes to increase business
viability and ensure compliance and/or, product competitiveness and
profitable growth. Consults, develops and implements solutions to
influence business decisions for relevant CoSA or line(s) of
business. Develops best in practice solutions to the most complex
business challenges. Identifies opportunities to change, enhance,
or streamline existing business projects and initiatives.
Identifies regulatory and/or operational gaps within the experience
to mitigate key risks associated with financial, reputational or
member harm.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, Chesapeake,
VA or Tampa, FL. Relocation assistance is not available for this
position. However, we may consider work from home option.What
you'll do:
- Identifies compliance and/or profit growth opportunities and
provides guidance on procedure and process improvements to
influence business optimization.
- Provides gap analysis, recommendations, and strategic direction
to enhance business programs, projects, agile projects and/or
processes in a client consulting capacity.
- Leverages best practices gained from expert industry knowledge
to identify opportunities for business efficiencies and provide
expert guidance strategy, planning, and problem-solving to help the
business succeed in the marketplace.
- Identifies strategic partners and stakeholders to successfully
communicate programs strategic impact.
- Responsible for monitoring risks within the internal control
environment and advising on and recommending risk mitigation
actions by collaborating with Compliance, Legal, Operational Risk
Management, and Business Experience Owners.
- May lead efforts to conduct root cause diagnostics of key
processes, controls, regulatory requirements to identify and
document these issues.
- Monitors, develops and communicates audit testing, control
testing and examination requests.
- Leads the development, management of consistent execution of
operational reporting and provides trend analyses and
solutions.
- Serves as a coach and mentor and on-the-job trainer for other
team members.
- 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.
- 8+ years of project management, process consulting, or business
optimization planning within the financial services industry.
- Advanced knowledge of relevant industry technology
applications, such as Salesforce, SharePoint, Portal, CRM, CBS,
Fiserv, KDIM, Fidelity, Metric Stream or other industry related
applications.
- Extensive experience developing solutions and recommendations
that will increase efficiency and improve business processes,
projects, and programs, to include managing performance and
profitability.
- Knowledgeable in the applications of Agile process and
procedures.
- Knowledge and application of risk management frameworks and
regulatory requirements for applicable LOB.
- Experience in developing communications and delivering key
information effectively to stakeholders and all levels of
management to influence decisions centered around business
optimization.
- Sound understanding of various applications and processes
encompassing business development, business intelligence,
analytics, data integration, and business process automation.
- Expert level of experience in negotiating, prioritizing,
consulting and influencing to all levels of management to achieve
influence business decisions and achieve desired business
results.What sets you apart:
- Experience in complaints program management in a large retail
bank environment
- Experience in executing and/or leading Risk Control Self
Assessments (RCSAs), issue management, and process efficiency
programs
- Consistent track record to inspire change and collaborate with
all levels of management
- Strong analytical, organizational, and problem-solving
skills
- Experience with communicating and presenting key concepts to
senior leadership, broad groups and team staff
- Consistent track record to craft, implement, and sustain
oversight processes
- Deep Complaints experience
- Third Party Vendor Oversight and Monitoring
- Data analysis
- Strong Critical thinking and root cause analysis skillset
- Ability to deliver executive level reporting
- Banking compliance and risk management experience
- US military experience through military service or a military
spouse/domestic partnerThe 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.What we
offer: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. The salary range for this position
is: $109,130 - $208,580.Employees may be eligible for pay
incentives based on overall corporate and individual performance
and at the discretion of the USAA Board of Directors.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, please 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.
Keywords: USAA, Peoria , Lead Business Advisor (Complaints Management), Executive , Phoenix, Arizona
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