Director, Bank Mission Control (Hybrid)

Company: United Services Automobile Association
Location: Plano
Posted on: March 15, 2023

Job Description:

Why USAA?We are seeking a Director - Bank Mission Control. This position is a hybrid work type and can be based in one of the following locations: San Antonio, TX; Phoenix, AZ; Charlotte, NC; Colorado Springs, CO or Tampa, FL.Hybrid roles help employees gain the best of both worlds - collaborating in-person in the office and working from home when needed to achieve focused results.The OpportunityYou will lead a team of individuals responsible for real time management and oversight of the bank contact center operations. Responsibilities include supervising and balancing queue wait times, interacting with front line leaders for open communications on health of member service representative systems, leading through incidents and events that impact the contact centers either from ability to service the member or impact call volume which can include but not limited to technology outages, weather events, and other external factors. You will interact with technology partners and executives during incidents to represent Bank OMNI through resolution. Team responsibilities also include escalating member service representative technology issues, handling requests to change work location to hybrid, and establishing centralized access management process.What you'll do:

• Identifies and handles existing and emerging risks that stem from business activities and the job role.
• Ensures risks associated with business activities are effectively identified, measured, supervised, and controlled.
• Follows written risk and compliance policies, standards, and procedures for business activities.
• Responsible for leading a team that is passionate about process ownership and improving business results by identifying process gaps and opportunities, recommending solutions and developing and supervising key process performance indicators.
• Aligns with enterprise partners to define backlog and present the business case to compete for funding and ultimately ensure execution to output. Ensures the Business Process Consultant backlog is prioritized in accordance with business deliverables.
• Defines, develops and evaluates performance metrics to establish process success, and engages partners to ensure cohesive and continuous alignment to measures of success. Uses and coordinates reporting, data, and analytics to measure process and project performance, adjust services and operational activities, and advise key partners.
• Ensures risk mitigation is a top priority by diagnosing and quickly resolving risk opportunities. Influences business unit and business processes to address risk across all activities.
• Using prescribed project execution methodologies such as Agile, Six Sigma, Lean, and Waterfall, collaborates with process partners to ensure timely execution of deliverables to improve or design-controlled processes.
• Leads identifies business process risks and oversees that appropriate controls are collected, documented, sustained and ultimately mitigated.
• Builds and supervises a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.What you have:
  • Bachelor's degree; OR 4 years of experience with process improvement and design methodologies, e.g. Six Sigma and Lean, business operations, risk management, quality assurance and control, or internal audit (in addition to the minimum years of experience required) may be substituted in lieu of degree.
  • 8 years business process execution/knowledge/experience, consulting, and/or process engineering/optimization.
  • 3 years of direct team lead, supervisory or management experience.
  • Experience leading and/or participating in programs/projects, business process owner/consultant efforts in a dynamic environment.
  • Extensive experience in the application of process management methodologies, standards and policies within a regulated environment.
  • Knowledge of operational risk management practices.
  • Organizational agility; with proven ability in developing partnerships across a complex business landscape, while utilizing/ implementing Lean and continuous improvement methodologies.
  • Experience gathering and assessing set of performance metrics to ensure both efficient and effective strategies.What sets you apart:
    • 3 years similar experience in real time/ incident management roles
    • 5 years operational experience (Examples: IVR, call routing, workforce management)
    • Ability to communicate effectively in a matrixed environment with technology business partners and executives
    • US military experience through military service or a military spouse/domestic partnerCompensation: 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. The actual salary for this role may vary by location. The salary range for this position is: $115,240-$220.270.Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.Benefits: 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.For more details on our outstanding benefits, please visit our benefits page on USAAjobs.com.Relocation assistance is not available for this position.USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Keywords: United Services Automobile Association, Plano , Director, Bank Mission Control (Hybrid), Executive , Plano, Texas