Lead Business Advisor (Complaints Management)
Company: USAA
Location: Phoenix
Posted on: May 8, 2024
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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 Opportunity We 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 partner 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: $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, Scottsdale , Lead Business Advisor (Complaints Management), Executive , Phoenix, Arizona
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