Business Process Owner Intermediate - Bank

USAA•Tampa, FL

4d•$77,120 - $147,390•Hybrid

About The Position

As a business process owner, you will plan, direct, and coordinate activities for moderately complex and complex processes. This includes problem definition, evaluation of requirements, design, testing, and implementation of business processes. You will understand the process operating objectives, business rules, performance requirements, risks, and controls, as well as interactions between dependent processes to minimize failures, eliminate redundancies, and control process performance necessary to achieve efficient, effective design and execution of the process. You will also support the alignment of processes to the overall experience strategy and vision.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
Minimum of 3 years working within a Contact Center environment, providing a foundational understanding of its operations and challenges.
Proven experience working effectively across multiple departments and teams to achieve common goals and deliver on project milestones.
Demonstrated ability to identify inefficiencies, analyze requirements, design, test, and implement improved business processes, and quantify and prove the benefits and savings achieved through these improvements.
A knack for dissecting complex issues, assessing potential impacts, and collaborating to develop viable solutions and proactively identify and implement creative, innovative alternatives.

Nice To Haves

US military experience gained through military service or gained as a military spouse / domestic partner

Responsibilities

Applies knowledge of the business to understand customer gaps in performance, and develops, modifies, re-engineers customer specific process program plans in alignment with business deliverables and enterprise strategy to achieve the level of desired performance.
Develops, sustains, and manages defined business processes through a structured approach as functional expert bringing diverse perspective to leverage multiple ways of thinking while developing end-user focused process solutions.
Plans and coordinates the overall health of processes by developing control limits, monitoring key performance indicators, etc.
Identifies, owns, executes, enhances, and aligns controls to mitigate operational and compliance risks as it pertains to owned processes.
Assists in identification of business unit and business process risks across assigned activities.
Develops communication plans for customers and internal stakeholders.
Ensures alignment between internal stakeholders and customers across assigned business process projects and services using proactive communication and engagement strategies.
Utilizes reporting, data, and analytics to measure process and project performance, adjust services and operational activities, and inform key stakeholders.
Stays current with emerging technologies and evaluates business processes to lead continuous process improvement efforts.
Lead solution development including business case / benefits substantiation and drive business requirements for process improvement initiatives.
Actively provides relevant business performance intel to progress the planning, research, analysis, development, and implementation of new and modifications to existing applications and processes to provide new or improved capabilities, products, and/or services.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.