Bank Business Process Consultant Senior

USAA • Phoenix, AZ

238d • $103,450 - $197,730

About The Position

The Bank Complaint Root Cause Analysis Team conducts analysis on resolved member complaints in a centralized model and shares insights with business owners to take action. This individual will be responsible for reporting and analytics related to root cause analysis results. 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.

Requirements

• 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.
• Minimum 6 years' experience in business process consulting, process design and/or program/project management.
• Advanced knowledge of bank products and processes.
• Experience in implementing and sustaining change/improvements.
• Experience in applying quality management, operational improvement, and using process improvement tools and methodologies.
• Experience applying retail bank subject matter expertise to simplify the customer experience, standardize process execution, and automate where possible.
• Expert experience/ knowledge of Risk Management frameworks and Banking Regulatory requirements.
• Demonstrated experience with operational improvement, workflow, benchmarking and/or evaluation of business processes.

Nice To Haves

• Working knowledge of bank complaint and member experience processes.
• Demonstrated proficiency with data analytics connecting complaint performance to business results.
• Experience building and writing reports/presentations for executive audience.
• Green belt certification.
• US military experience through military service or a military spouse/domestic partner.

Responsibilities

• Engage with key partners to implement sustainable strategic solutions.
• Develop business process enhancements for the bank that aligns business deliverables, bank strategy and risk management framework.
• Lead planning and execution efforts and coordinates activities for highly complex projects.
• Apply an integrated understanding of risk and regulatory compliance to lead risks by using established methodologies and exercising control plans to ensure alignment with bank specific goals and process requirements.
• Provide consultation to influence and ensure process is designed to address risk across all activities.
• Review and develop communication and change management plans for customers and internal team members to drive awareness on current processes and/or changes.
• Ensure alignment between internal partners and customers across all business process projects and services using proactive communication and engagement strategies.
• Apply data and analytics to deliver insight into business process performance, identifying opportunities to influence customer and business process activities and inform key team members.
• Ensure risks associated with business activities are identified, measured, and controlled in accordance with risk and compliance policies and procedures.

Benefits

• 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.
• Various wellness programs.
• Career path planning and continuing education.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree