Business Process Owner Lead (Legal Operations)

USAA•Charlotte, NC

4d•Hybrid

About The Position

USAA is seeking an experienced and talented Business Process Owner Lead to join the Legal Operations team. In this role, you will provide lead planning for highly complex processes, including problem definition, evaluation of requirements, design, testing, and implementation. You will understand process operating objectives, business rules, performance requirements, risks, controls, and interactions between dependent processes to minimize failures, eliminate redundancies, and control process performance for efficient and effective design and execution. You will actively develop and drive alignment of processes with the overall experience strategy and vision. This position offers a flexible work environment requiring 4 days in the office per week and can be based in San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL. Relocation assistance is not available.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
8 years business process execution/knowledge/experience, consulting, and/or process engineering/optimization.
Experience in successfully applying quality management, process improvement, and problem-solving tools and methodologies.
Experience in implementing and sustaining change/improvements (change champion).
Extensive hands-on experience with Process Mapping and Modeling and creating and validating process documentation.
Extensive experience in the application of process management standards and policies, and comprehensive knowledge of applicable regulations and risk management practices.
Demonstrated experience with Lean, Business Process Management, or similar methodology.
Demonstrated experience with utilizing various systems to collect and analyze data.

Nice To Haves

Experience leading process optimization and transformation initiatives in legal, compliance, risk, or other regulated environments.
Knowledge of legal operations technologies, including matter management, document management, and workflow automation platforms.
Experience leading change initiatives by aligning technology solutions with business objectives, Legal & Advisory (L&A) strategy, and enterprise priorities.
Proven ability to partner with IT and technology teams to implement solutions, redesign workflows, communicate business value, and drive stakeholder adoption.
Experience implementing AI, automation, and technology-enabled process improvements.
Strong analytical, problem-solving, and business process design skills, including the use of SQL, Sigma, Excel, and other reporting tools to perform ad hoc analysis, investigate process issues, and generate actionable insights.
Experience developing KPIs, dashboards, and performance reporting to support operational excellence and data-driven decision-making.
Proven experience mentoring, developing, and coaching employees, fostering growth, engagement, and a culture of continuous improvement.
US military experience gained through military service or as a military spouse/domestic partner.

Responsibilities

Develops business process deliverable program plans that align customer, business deliverable, and enterprise strategy, ensuring alignment with customer and appropriate roadmap(s).
Applies and maintains expert knowledge of the business and manages ongoing alignment and development of business deliverable processes and capabilities with business needs to materially change and improve business performance.
Serves as a strategic advisor, bringing diverse perspectives to leverage multiple ways of thinking while developing end-user-focused process solutions.
Guides and influences process re-engineering and technology implementation to enable process redesign and innovation.
Leads the overall management of process performance by developing control limits, monitoring key performance indicators, and informing stakeholders of any deficiencies, improvements, operational risks, or issues, and drives collaborative efforts to ensure process delivers against requirements.
Identifies, owns, executes, enhances, and aligns controls to mitigate operational and compliance risks as it pertains to owned processes.
Collects and consolidates demand and identifies opportunities by business portfolio, vertically within the business unit, and/or horizontally across the enterprise.
Reviews, advises, and develops communication plans for customers and internal stakeholders, ensuring communications are in alignment with overall strategy.
Ensures alignment between internal stakeholders and customers across all business process projects and services using proactive communication and engagement strategies.
Utilizes data and analytics to deliver insight into customer and business process performance and shares best practices with the overall team.
Stays current with emerging technologies and evaluates business processes to lead continuous process improvement efforts.
Leads solution development, including business case/benefits substantiation, and drives business requirements for process improvement initiatives.
Provides mentorship and guidance support for the team and applicable business partners.
Plans and designs business processes and makes recommendations and changes to improve and support business systems and activities and/or to deliver greater effectiveness and efficiency.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.