Business Process Owner Lead | Property Claims Process Optimization

USAA•San Antonio, TX

19h•Remote

About The Position

The Business Process Owner Lead – Property Claims Process Optimization leads planning, design, testing, and implementation for highly complex business processes. The role manages process objectives, requirements, business rules, performance standards, risks, controls, and interactions with dependent processes to reduce failures and redundancies and support efficient, effective execution. It also aligns processes with the overall experience strategy and vision. The role develops process plans and capabilities aligned with customer needs, business deliverables, roadmaps, and enterprise strategy. It guides process re-engineering and technology implementation, manages process performance and controls, analyzes data, and leads continuous improvement and solution development. The position advises stakeholders, coordinates communications and collaboration across teams, and provides mentorship to team members and business partners. This position is remote-eligible in the continental United States with occasional business travel. Employees who live within 60 miles of a USAA office are expected to work on-site four days per week. Relocation assistance is not available.

Requirements

Bachelor’s degree, or four additional years of relevant education and/or experience.
Eight years of business process execution, knowledge, or experience, consulting, and/or process engineering or optimization.
Experience applying quality management, process improvement, and problem-solving tools and methodologies.
Experience implementing and sustaining change and improvements.
Extensive hands-on experience with process mapping and modeling and creating and validating process documentation.
Extensive experience applying process management standards and policies, with comprehensive knowledge of applicable regulations and risk management practices.
Demonstrated experience with Lean, Business Process Management, or a similar methodology.
Demonstrated experience using systems to collect and analyze data.

Nice To Haves

Extensive property claims coverage experience, expertise in coverage interpretation and complex coverage decisions, and understanding of regulatory requirements, policy language, and claims handling practices.
Proven leadership in end-to-end process ownership, improving coverage accuracy and consistency, and translating technical expertise into scalable process improvements and an enhanced member experience.
Technical Property Claims experience and/or tenure.
Ability to use and analyze data to make decisions and provide business narrative.
Experience with vendor manager oversight.
Hands-on experience with process mapping and modeling tools such as Visio to document workflows and identify bottlenecks.
Ability to define and track KPIs such as throughput time, cost per case, and SLA compliance, and use data-driven insights to initiate corrective actions.
Experience designing end-to-end operating models that remain sustainable and compliant after implementation.
Ability to guide cross-functional teams through change, mitigate resistance, and ensure stakeholder alignment.
Ability to advise senior leadership and present business cases, risk assessments, and performance outcomes.
Ability to define requirements, prioritize features, and partner with IT or technical teams to deliver results.
Proficiency with data tools such as Power BI, Tableau, SQL, or Excel.
Ability to assess current-state processes, identify pain points, and translate complex operational needs into clear, actionable, compliant workflows.
US military experience through military service or as a military spouse/domestic partner.

Responsibilities

Develop business process deliverable program plans aligned with customer needs, business deliverables, enterprise strategy, and appropriate roadmaps.
Maintain expert knowledge of the business and align process development and capabilities with business needs to improve performance.
Serve as a strategic advisor and develop end-user-focused process solutions.
Guide process re-engineering and technology implementation to enable process redesign and innovation.
Manage process performance by setting control limits, monitoring key performance indicators, communicating deficiencies and risks, and coordinating improvements.
Identify, execute, enhance, and align controls to mitigate operational and compliance risks in owned processes.
Collect and consolidate business demand and identify opportunities within business portfolios, business units, and across the enterprise.
Review and develop communication plans for customers and internal stakeholders, ensuring alignment with overall strategy.
Align internal stakeholders and customers across business process projects and services through proactive communication and engagement.
Use data and analytics to provide insight into customer and business process performance and share best practices.
Evaluate emerging technologies and business processes to lead continuous improvement efforts.
Lead solution development, including business cases and benefits substantiation, and drive business requirements for process improvement initiatives.
Provide mentorship and guidance to team members and applicable business partners.
Plan and design business processes and recommend changes to improve business systems, activities, effectiveness, and efficiency.
Ensure risks associated with business activities are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.