Purpose of Job Establishes strategic partnerships and maintains
effective relationships with assigned CoSA business unit(s) and
manages stakeholder interests including but not limited to CFO, HR,
IT, and Legal. Applies expert knowledge and acts as a trusted
advisor by providing consultation services to internal clients in
areas of strategic sourcing, alternatives and solutions, supplier
management, third party risk management, and global operations.
Collects and consolidates demand and identifies opportunities by
business portfolio, vertically within the CoSA and/or horizontally
across the enterprise. Understands the customer market strategy and
proactively identifies and confirms business requirements. Oversees
the development of business process related solutions for clients.
Viewed by customers as a consultant. Defines client needs,
determines a strategy and develops a plan/proposal for delivery of
the project which generally leads to a client’s internal process or
function being modified for improved efficiency and effectiveness.
May involve the recommendation to shift future performance to a
third party. Selects, develops, and evaluates personnel to ensure
the efficient operation of the function.
This position will support strategic transformation that
improves MSR effectiveness to enable exceptional omnichannel Member
experiences. Job Requirements Implements and coach’s others in the
implementation of customer engagement and product development
Develops customer specific business process program plans that
align with customer, business deliverable, and enterprise strategy
and influence appropriate roadmap(s).
Acquires and applies expert knowledge of the business and leads
alignment and development of business deliverable processes and
capabilities with business needs.
Plans, directs, and coordinates activities for complex
Manages business process risks by using established
methodologies and exercising control plans to ensure alignment with
CoSA specific requirements, process requirements, and business
Identifies CoSA and business process risks across all
Develops communication plans for customers and internal
Ensures alignment between internal stakeholders and customers
across all business process projects and services using proactive
communication and engagement strategies.
Utilizes reporting, data, and analytics to measure process and
project performance, deliver operational efficiencies, and inform
Bachelor’s degree, OR, 4 additional years’ experience beyond the
minimum required may be substituted in lieu of a degree.
6+ years business process consulting or related experience.
Advanced knowledge of the function/discipline and demonstrated
application of knowledge, skills and abilities towards work
Advanced level of business acumen in the areas of the business
operations, industry practices and emerging trends required.
Deep subject matter expertise in retail bank deposit, credit
card, and/or consumer lending processes and experiences to include
a strong understanding of applicable regulations.
Experience consulting/collaborating with product teams,
experience/process owners, etc. to design future state contact
center servicing and acquisition processes leveraging industry
leading technologies (i.e. Pega).
Experience applying retail bank subject matter expertise while
leveraging technology to simplify the customer service
representative experience, standardize process execution, and
automate where possible.
Ability to identify process risk and determine how mitigate
through effective controls
Experience working with multiple stakeholders and
developing/executing towards strategic/tactical solutions
Demonstrated ability to effectively collaborate and communicate
(written & verbal) with business partners and stakeholders, to
include executive leadership
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.
At USAA our employees enjoy one of the best benefits package in
the business, including a flexible business casual or casual dress
environment, comprehensive medical, dental and vision plans, along
with wellness and wealth building programs. Additionally, our
career path planning and continuing education will assist you with
your professional goals.
Relocation assistance is not available for this position.