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Lead Business Advisor (Complaints Management)

Company: USAA
Location: San Antonio
Posted on: May 12, 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 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, San Antonio , Lead Business Advisor (Complaints Management), Executive , San Antonio, Texas

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