Director, Bank Business Process Consultant – Knowledge Experience

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.

The Opportunity

As a dedicated Director, Bank Business Process Consultant, you will lead a team that is a trusted partner behind the scenes—where change is orchestrated, knowledge is deployed, and voices shape the future.

Responsible for knowledge experience transformation of the Bank Omni Sales & Service Contact Center through an end-to-end redesign of procedure and knowledge management.

Oversees a team of business professionals that are responsible for the review of existing procedures and business processes and the consulting with leaders on identified process gaps to mitigate potential risk and align to Bank business strategy. Guides team members to collaborate with enterprise leaders & partners on the facilitation, development and deployment of process improvement solutions. Maintains compliance with policies, procedures and regulations.

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:

• Utilizes and oversees reporting, data, and analytics to measure process and project performance, adjust services and operational activities, and inform & influence key stakeholders.
• Ensures risk mitigation is a top priority by diagnosing and quickly resolving risk opportunities.
• Influences CoSA and business processes to address risk across all activities.
• Identifies business process risks and ensures that appropriate controls are captured, documented, sustained and ultimately mitigated.
• Drives the development of business process enhancements for the Bank that aligns business deliverables, bank strategy and risk management framework. Ensures alignment with customer and appropriate bank roadmap(s) and strategy.
• Identifies and implement process improvement and process excellence across various aspects of assigned organization.
• Guides team members in providing strategic change management to ensure sustained and compliant process improvement initiatives.
• Assesses risks associated with current and proposed processes against business objectives and ensure alignment with the bank’s risk appetite and risk management framework.
• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, 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.

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 business process consultation, process design, developing business processes, procedures, measures, metrics.
• 4 years of experience leading programs/projects, business process owner/consultant or working in an agile environment.
• 3 years of direct team lead, supervisory or management experience.
• Extensive experience in applying quality management, process improvement, and leveraging process improvement tools and methodologies.
• Experience applying retail bank subject matter expertise to simplify the customer experience, standardize process execution, and automate where possible.
• Expert experience/ knowledge of Risk Management frameworks and Banking Regulatory requirements.
• Demonstrated experience with process improvement, workflow, benchmarking and/or evaluation of business processes.

What sets you apart:

• 8 plus years of analyzing, redesigning, and optimizing business processes, especially in a contact center or banking environment.
• Strong technical writing and knowledge management capabilities, including designing and maintaining knowledge bases, SOPs, and procedural documentation.
• Ability to translate strategic goals into operational plans, with a focus on execution and measurable outcomes.
• Proven ability to build strong relationships and influence across teams like Quality Control, Learning & Development, and Business Process Ownership.
• Deep understanding of contact center operations, including omnichannel service models, MSR workflows, and member experience.

Compensation range: The salary range for this position is: $127,310 - $243,340.

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.