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 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 Opportunity
As a dedicated Business Advisor Senior on the Bank Employee Feedback Loops team, you will directly support the process of getting feedback into the hands of process, experience, and product owners so they can act and close the loop with employees. This includes providing healthy challenge and constructive feedback to stakeholders on their work within this process.
You’ll go beyond managing workflow, using data-driven sales and service insights with employee feedback to provide healthy challenge, develop solutions to complex business challenges, and identify opportunities to change, improve, or streamline existing business projects.
You’ll also identify regulatory and/or operational gaps within the experience to mitigate key risks associated with financial, reputational or member harm.
Finally, you’ll support scaling the capability to the Bank that ensures the effective collection and integration of employee feedback into transformational process improvement efforts - including broad communication - at scale to provide employees feedback on the outcome of their feedback.
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.
What you'll do:
- Review, triage, and assign employee feedback to improve business processes. Provide oversite, healthy challenge, escalation, and leadership where needed with a wide range of stakeholders.
- Identifies compliance and/or profit growth opportunities and provides mentorship on procedure and process improvements to influence business optimization.
- Leads teams and owns project management action plans, business rules analysis and development, product development and service delivery.
- Collaborates with enterprise partners to facilitate the development of business rules, requirements and artifacts for business projects and initiatives, and responsible for required documentation of business decisions.
- Responsible for supervising 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.
- Coordinates training, communications and related activities for new processes, product updates etc. where changes may be more sophisticated and/or may have cross-functional impact.
- May conduct root cause diagnostics of key processes, controls, regulatory requirements to identify and detail these issues.
- Monitors, develop and communicate audit testing, control testing and examination requests.
- Assists with development and management of operational reporting and provides trend analyses and solutions.
- Ensures risks associated with business activities are optimally 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 project management, process consulting, or business optimization planning experience within the financial services industry.
- Advanced knowledge of relevant industry technology applications, such as Salesforce, SharePoint, Portal, CRM, CBS, Fiserve, KDIM, Fideility, Metric Stream or other industry related applications.
- Experience developing solutions and recommendations that will increase efficiency and improve business decisions, including managing performance and profitability, in adherence to risk and compliance guidelines.
- Knowledgeable in the applications of Agile process and procedures.
- Knowledge and application of risk management frameworks and regulatory requirements for applicable LOB.
- Proven experience in developing communications and delivering key information optimally to team members and all levels of management to influence decisions centered around business optimization.
- Advanced knowledge of Microsoft Office.
What sets you apart:
- US military experience through military service or a military spouse/domestic partner.
- 1 year of experience in sales/service effectiveness or performance analytics and reporting, including experience providing trends/solutions in a contact center or large operations environment.
- Ability to develop successful relationships with internal stakeholders and negotiate and influence at all levels of the organization.
- Experience in designing creative content, leading through change, and communicating effectively at scale.
- Bank Process, Risk & Control Inventory knowledge to include experience with navigating ARIS & Issue Management platforms.
- Experience working in various applications to manage work and solve business problems. Examples include SalesForce, Jira Work Management, and Pega.
- Experience in providing leadership and proactively working with others to influence outcomes under time pressure.
- Ability to understand, review, and assign work based on nature of the feedback and roles and responsibilities within the organization.
- Experience in creating compelling emails, presentations, and other communication to drive action for a wide-range of audiences- from front line to executive-level.
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.
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: $81,770 - $156,290.
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 and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, disability, genetic information, protected veteran status, or any other legally protected characteristic.
