ED, BOSS Transformation Execution

USAA • San Antonio, TX

2d • Remote

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 Responsible for development, oversight, and direction of a portfolio of cross-functional strategic initiatives that align to the Bank OMNI Sales and Service (BOSS) strategic plan. Responsible for translating business strategy into business cases and an integrated plan and influences and provides thoughtful leadership to a team of people leaders responsible for the end-to-end program life-cycle to include: negotiating trade-offs, timely execution, and successful implementation. Focus areas include improving contact center processes, collaborating with product teams on member-centered solutions, driving change through guided workflows, automation and self-serve capabilities and supporting use case development in conjunction with the BOSS Transformation Strategy Team This position is a key contributor to the operational and strategic direction of the business and ensures strategies are efficiently and effectively implemented in alignment with business goals. This position can work remotely in the continental U.S. with occasional business travel.

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.
• 10 years of progressively responsible professional experience in program management leadership, process improvement, IT, engineering, consulting for large strategic efforts, or operations within the financial services industry.
• 4 years of people leadership experience in building, managing and/or developing high-performing teams.
• Demonstrated strategic change management experience.
• Recent experience translating business strategy into an executable business process and technology plan.
• Experience managing large scope projects that span across multiple business units.
• Ability to develop successful relationships with internal stakeholders and negotiate and influence at all levels of the organization.
• Advanced knowledge of trends and legal/regulatory changes in the Financial Services industry.

Nice To Haves

• Experience in contact center operations
• Experience in member experience and end to end member journey design
• Strong analytical and problem solving capabilities
• Deep familiarity with Bank Product lifecycles (Deposits, Credit Card, and Consumer Lending)
• US military experience through military service or a military spouse/domestic partner

Responsibilities

• Leads and manages direct and matrixed employees responsible for the integrated program plan created to deliver the business’ strategic vision; ensures proper strategic change management is in place for program delivery.
• Directs and manages complex CoSA or Enterprise-wide initiatives.
• Contributes to on-going operational planning, and may collaborate with other senior leadership or line of business stakeholders across business units
• Maintains current awareness of developments, trends and legal/regulatory changes in the Financial Services industry.
• Ensures compliant business requirements are delivered and adopted to mitigate risk and remain compliant company.
• Focuses on improvements to identify, address, and correct any areas of operation requiring regulatory and/or compliance attention.
• Builds and oversees a team of professionals though ongoing execution of recruiting, developments, retention, coaching and support, performance management, and managerial activities.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Benefits

• Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive.
• You are paid within the salary range based on your experience and market data of the position.
• Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
• Long Term Incentive Plan: Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.
• At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness.
• These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs.
• Additionally, our career path planning and continuing education assists employees with their professional goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive