Why USAA?
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.
We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.
The Opportunity
As a dedicated Business Support Analyst Lead, the candidate selected for this position will lead orchestration & facilitation of our portfolio investment(s) and ongoing bank change management processes. This will involve owning the processes and working across teams in a highly matrixed organization to understand initiatives, funding required, expected benefits, etc. across the Bank Omni Sales & Service organization ensuring compliance with required Bank and Association-level control requirements. Additionally, this role will be the key liaison on coordinating the required change management and risk review & approval processes for priority initiatives and assist in regular business case development working across teams to develop quantitative and qualitative rationale for investment decisions.
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 or Tampa, FL. Relocation assistance is not available for this position.
What you'll do:
- Manages broad functional projects and/or participates as a SME resource on larger initiatives to support business requirements.
- Provides insight, analyses, advice and recommendations to keep business on operational and financial plan.
- Provides support and direction to team members and functional partners with identifying and solving identified opportunities, resolving gaps as they are identified and updating reporting metrics.
- Applies subject-matter-expert functional knowledge to produce complex work deliverables in support of departmental and enterprise initiatives such as audit reviews, business strategy development and project business support.
- Assists and mentors team members and project managers in developing problem solving approach, identifying gaps, and determining optimal way to aggregate and communicate findings.
- Maintains broad business knowledge, stays current on key business strategies and initiatives and identifies opportunities for support and enablement.
- Gathers information, analyzes data and trends to identify and implement business optimization opportunities.
- Supports team with assigned analysis, contributes in discussions of strategic options and recommendations.
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
- Comply with Association work effort investment management governance procedures including; investment business case preparation, defining scope of work, providing monthly status reporting updates, implement work effort changes as necessary, and closing activities.
- Execute investment delivery to include identifying risks and opportunities to include complying with Bank Change Management processes.
- Coordinate with work effort managers as necessary to inform investment-level updates and considerations.
What you have:
- 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.
- 8 years of experience in end-to-end analysis and/or operations experience, including: requirement gathering and documentation, operational planning and forecasting, data analytics, or current/future state analysis, in direct support of business planning initiatives and optimization of business operations.
- Knowledge of business operations and systems/business requirements processes.
- Experience facilitating and driving collaboration to common understanding of business requirements and driving standard enterprise-wide business processes.
- Knowledge of business analysis tools for ex: MS Visio MS Excel, Tableau, SQL.
- Experience applying best practices to identifying and interpreting trends or patterns in data to develop recommendations to improve business operations.
- Foundational Scaled agile certifications: Product Owner/Product Manager (POPM) and/or Leading SAFe
What sets you apart:
- Experience working in or supporting contact center operations
- Experience using Clarity portfolio/program management software and managing multiple initiatives within the tool.
- Demonstrated experience managing large complex portfolio with multiple disparate programs or initiatives underneath it.
- Executive Presence: Demonstrated ability to project confidence, credibility, and authority in interactions with stakeholders at all levels. This includes clear, compelling communication, composure under pressure, and the capacity to influence decisions and inspire trust, ensuring effective leadership and alignment across the portfolio and with senior management.
- Strategic Thinking: Ability to develop and articulate a clear vision for the Bank Contact Center portfolio, ensuring alignment with overarching business objectives. This includes identifying future trends, anticipating challenges, and proactively shaping strategic direction to maximize portfolio impact and long-term value.
- Financial Acumen: Proven ability to manage complex financial aspects of a portfolio, including budgeting, forecasting, financial analysis, and reporting on spend, burn rates, and return on investment. This competency involves interpreting financial data to drive informed decision-making and ensure fiscal responsibility across all initiatives.
- Risk Management Expertise: Demonstrated capability to proactively identify, assess, and mitigate risks associated with the portfolio and its constituent projects. This includes developing robust risk management frameworks, ensuring compliance with relevant policies, and implementing effective controls to safeguard project outcomes and business continuity.
- Exceptional Stakeholder Management: Proven track record of effectively engaging, influencing, and collaborating with a diverse range of stakeholders across all levels of a matrixed organization. This includes clearly communicating portfolio status, risks, and financial performance, fostering strong relationships, and building consensus to drive project success.
- Business Case Development: Strong proficiency in developing comprehensive and persuasive business cases that clearly articulate the rationale, benefits, costs, and risks of proposed investments. This involves conducting thorough research, quantitative and qualitative analysis, and presenting compelling recommendations to secure funding and stakeholder buy-in.
Compensation range: The salary range for this position is: $103,450 - $197,730.
USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).
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. The actual salary for this role may vary by location.
Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.
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, visit our benefits page on USAAjobs.com.
Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.
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.
