Business Process Owner Lead | Property Claims Process Optimization

USAA•San Antonio, TX

1d•$114,080 - $218,030•Remote

About The Position

As a dedicated Business Process Owner Lead – Property Claims Process Optimization, you will lead planning for highly complex processes, including problem definition, evaluation of requirements, design, testing, and implementation of business processes. 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. You will actively develop and drive alignment of the process with the overall experience strategy and vision. This role is remote eligible in the continental U.S. with occasional business travel. Individuals residing within a 60-mile radius of a USAA office will be 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 successfully applying quality management, process improvement, and problem-solving tools and methodologies.
Experience implementing and sustaining change or improvements as a change champion.
Extensive hands-on experience with process mapping and modeling, and creating and validating process documentation.
Extensive experience applying process management standards and policies, and comprehensive knowledge of applicable regulations and risk management practices.
Demonstrated experience with Lean, Business Process Management, or a similar methodology.
Demonstrated experience using various systems to collect and analyze data.

Nice To Haves

Extensive property claims coverage experience, deep expertise in coverage interpretation and complex coverage decisions, and a strong understanding of regulatory requirements, policy language, and claims handling practices.
Proven ability to drive end-to-end process ownership, improve coverage accuracy and consistency, and translate 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 a 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 ensure processes remain sustainable and compliant after implementation.
Ability to guide cross-functional teams through transitions, mitigate resistance, and ensure stakeholder alignment as a change champion.
Ability to serve as a strategic advisor to senior leadership and present business cases, risk assessments, and performance outcomes effectively.
Ability to define requirements, prioritize features, and partner with IT or technical teams to deliver transformative results.
Proficiency in using data to solve problems, including experience with BI tools such as Power BI, Tableau, SQL, or Excel.
Strong ability to assess current-state processes, identify pain points, and translate complex operational needs into clear, actionable, and compliant workflows.
US military experience through military service or as a military spouse/domestic partner.

Responsibilities

Develop business process deliverable program plans that align customer, business deliverable, and enterprise strategy.
Ensure alignment with customers and appropriate roadmaps.
Apply and maintain expert knowledge of the business, and manage ongoing alignment and development of business deliverable processes and capabilities with business needs to materially change and improve performance.
Serve as a strategic advisor, bringing diverse perspectives to develop end-user-focused process solutions.
Guide and influence process re-engineering and technology implementation to enable process redesign and innovation.
Manage process performance by developing control limits, monitoring key performance indicators, informing stakeholders of deficiencies, improvements, and operational risks, and driving collaborative efforts to ensure the process meets requirements.
Identify, own, execute, enhance, and align controls to mitigate operational and compliance risks for owned processes.
Collect and consolidate demand and identify opportunities by business portfolio, within the business unit, and across the enterprise.
Review, advise on, and develop communication plans for customers and internal stakeholders, ensuring communications align with overall strategy.
Ensure alignment between internal stakeholders and customers across business process projects and services using proactive communication and engagement strategies.
Use data and analytics to provide insight into customer and business process performance and share best practices with the team.
Stay current with emerging technologies and evaluate business processes to lead continuous improvement efforts.
Lead solution development, including business case and benefits substantiation, and drive business requirements for process improvement initiatives.
Provide mentorship and guidance to the team and applicable business partners.
Plan and design business processes and recommend or make changes to improve and support business systems and activities, or to deliver greater effectiveness and efficiency.
Ensure risks associated with business activities are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.