HOH Military Fellowship-Business Process Owner Mid-level

USAA•Chesapeake, VA

5d•Hybrid

About The Position

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families. Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful. The Opportunity As a dedicated Business Process Owner I, you will plan, direct, and coordinate activities for moderately complex processes, including problem definition, requirements evaluation, design, testing, and implementation. You will apply deep understanding of process operating objectives, business rules, performance requirements, risks, and controls to minimize failures, eliminate redundancies, and ensure efficient, effective process execution aligned to the overall experience strategy and vision. In this role, you will ensure service standards and governance remain embedded and effective across the association—maintaining compliance, reducing risk, and driving consistent member experiences as processes evolve. You will provide continuity and expertise to sustain standards, monitor gaps, support continuous change management, and coordinate Servicing Steerco routines and decisions. You will develop and execute gap‑assessment plans, drive remediation activities, track adoption of new standards, communicate impacts, and ensure readiness across the association. 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.
4 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.
Hands on experience with process mapping and modeling and creating and validating process documentation.
Understanding and application of process management standards and policies, and knowledge of applicable regulations and risk management practices.
Demonstrated experience with utilizing various systems to collect and analyze data.

Nice To Haves

Current participant in the Hiring Our Heroes Fellowship Programs 26-2 Cohort or a current contractor at USAA from the 26-1 HOH Non-direct cohort.
Strong organizational skills with attention to detail
Exceptional collaboration and stakeholder partnership

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.