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Compliance Risk Manager Lead - Bank Fraud and Disputes - USAA

Posted: Jul 11, 2024 07:23
Phoenix, AZ

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Job Description

Why USAA?

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation's military, but we all share in the mission to give back to those who did. We're working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They're what guides everything we do - from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

The Bank Fraud and Disputes teams work across multiple Bank Products to develop strategies that reduce the impact of fraudulent activity and the resulting impact to our members. This unique opportunity will enable the Compliance professional to collaborate with others across the bank business units, risk management, and the USAA Enterprise in the management and assessment of compliance risk.

We are looking for a dedicated Compliance manager to support - Fraud and Disputes Risk Oversight with the second line of defense. This role involves using quantitative and qualitative methods to assess risks and opportunities within the Fraud and Disputes spaces. The ideal candidate will have compliance risk management experience in a complex institution and/or a highly matrixed environment related to financial services.

Key qualifications for this position include:

Understanding of deposit account loss exposures and mitigation strategies.
Strong analytical, technical, and statistical skills.
Ability to synthesize/analyze diverse information, develop recommendations, and make decisions.
No
3 years of experience supporting Fraud and/or Disputes department

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:

Anticipates and identifies future needs, opportunities and potential compliance solutions, and leads cross-functional teams through the problem resolution process.
Assesses results of data analyses, provides credible challenge and recommends innovative compliance solutions.
Develops, designs and delivers compliance strategies to influence business leadership on effective solutions and may represent leadership on complex issues.
Maintains and expands expert knowledge of the competitive/regulatory landscape and the company's key challenges.
May coordinate and respond to regulatory requirements and requests and ensures the execution of examinations.
Executes compliance risk management activities in accordance with enterprise compliance standards.
Serves as the technical expert regarding compliance laws and regulations and provides direction to others on complex issues.

What you have:

Bachelor's degree, 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree.
8 or more years relevant experience in compliance, risk, legal or audit within the financial services or insurance industry.
Demonstrated experience working in a highly regulated environment.
Expert knowledge of relevant industry regulations and regulatory compliance in a specific area.
Advanced knowledge of compliance laws, regulations and regulatory expectations
Demonstrated ability to apply advanced knowledge of regulatory compliance to consult and provide insight and guidance.
Demonstrated ability to communicate effectively at all levels of management
Advanced knowledge of Microsoft Office tools to include Word, Excel and PowerPoint.
Knowledge of federal laws, rules, and regulations, to include: CRA; ECOA; FCRA; MLA; SCRA; Regulation DD; Regulation E; Regulation Z; and UDAP/UDAAP.
General understanding of federal supervisory guidance, including but not limited to: letters, bulletins, manuals, handbooks, proposals, and statements from the Federal Reserve, OCC, and CFPB.

What sets you apart:

Risk management experience in a complex institution and or highly matrixed environment related to financial services
Understanding of deposit account loss exposures and mitigation strategies
Strong analytical, technical, and statistical skills. Ability to synthesize / analyze diverse information, develops recommendations, and makes decisions.
Excellent verbal and written communication and social skills required with ability to present complex and critical issues to management.
Validated ability to evaluate the business climate, anticipate change and develop compensating strategies/vision.
Ability to provide Effective Challenge in a risk adverse environment
3 years of proven experience supporting Fraud and/or Disputes departments in a second line of defense role
Certified Regulatory Compliance Manager (CRCM)

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.

What we offer:

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. The salary range for this position is: $120,550 - $230,400 .

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.

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.

If you are an existing USAA employee, please use the internal career site in OneSource to apply.

Please do not type your first and last name in all caps.

Find your purpose. Join our mission.

USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.

USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself - you just need to share our passion for serving our more than 13 million members.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.

Job Detail

Company:

USAA

P&C Product Management Analyst Consultant (Mid-Level) - Telematics Product, Pricing, and Underwriting - USAA

Posted: Jul 11, 2024 07:23
Chesapeake, VA

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Job Description

Why USAA?

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation's military, but we all share in the mission to give back to those who did. We're working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They're what guides everything we do - from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

This position can work remotely in the continental U.S. with occasional business travel.

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; Phoenix, AZ; Colorado Springs, CO; Chesapeake, VA; Plano, TX or Tampa, FL . Relocation assistance is not available for this position.

The Product Management Analyst Consultant - Telematics Product, Pricing, and UW will be responsible for helping shape the Future of Auto and driving a USAA Telematics Center of Excellence. The candidate selected for this role will work to develop, shape, scale, and optimize world class telematics product(s) that balances member experience, growth and profitability for the association.

Monitors, analyzes, and interprets data for property & casualty product line. Interprets complex data analysis to identify opportunities and challenges in assigned state(s). Develops recommendations to support product strategy with a deliberate focus on profitability, competitiveness, and sales performance for assigned state(s).

What you'll do:

Analyzes complex internal and external data such as segment level performance, local market trends, cost benefit analysis, and weekly and monthly performance vs plan/forecast.
Develops recommendations related to multi-year strategic goals, policy/membership growth, product improvements, and non-rate actions.
Formulates responses to routine and complex member inquiries elevated by Member Contact teams.
Interacts with, and at times directs, key stakeholders across the business to collect and analyze information that drives the business goals including but not limited to Underwriting, Marketing, Legal, IT.
Develops complex product dashboards and reporting in excel, Tableau, or other analytical tools to support the identification of key performance metrics such as results monitoring, competitive. position, and local market strategy execution.
Develops and delivers performance presentation briefing materials for business reviews with extended state team, leadership, and other stakeholders.
Understands and maintains expert knowledge of current state laws and regulatory environments for assigned states.
Ensures risks associated with business activities are optimally identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

Bachelor's degree in Business, Marketing, Risk Management, Supply Chain, Statistics, or related discipline; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
4 years of relevant product or program management experience analyzing data and developing recommendations, or an advanced degree in Business, with 2 years of product or program management experience.
2 years of Property & Casualty industry experience.
Advanced skills using data querying tools and dashboards including excel, Tableau, or other analysis tools.
Knowledge of product related regulations, and risk and compliance requirements.

What sets you apart:

Background in Pricing, Data Science, Financial Modeling, and/or National Roles within the Property & Casualty Industry (Personal Lines).
Experience with programming languages, and data queries (SQL and/or Python).

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.

What we offer:

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. The salary range for this position is: $89,990 - $161,990.

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.

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.

If you are an existing USAA employee, please use the internal career site in OneSource to apply.

Please do not type your first and last name in all caps.

Find your purpose. Join our mission.

USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.

USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself - you just need to share our passion for serving our more than 13 million members.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.

Job Detail

Company:

USAA

Risk Analyst I - (P&C) Property and Casualty - USAA

Posted: Jul 11, 2024 07:23
Phoenix, AZ

Login to Apply

Job Description

Why USAA?

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation's military, but we all share in the mission to give back to those who did. We're working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They're what guides everything we do - from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

We are seeking a versatile Risk Analyst I - Property and Casualty (Mid Level) with two or more years of P&C and/or Risk Management experience. The ideal candidate will possess a strong ability to evaluate results to produce analytical materials for discussions and hold an industry-related certification or designation (e.g., CPCU, ARM, etc.). Join us in shaping the future of risk analysis!

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.

What you'll do:

Partners with key customers in the business to identify, assess, aggregate and document risks and controls, including risks associated with new or modified products, services, distribution channels, regulations and third-party operations.
Communicates results of risk assessments to governance committees, business process owners and various levels of leadership.
Contributes to the implementation of new risk policies, practices, appetites and solutions to ensure integrated understanding and management of risks according to industry standard process.
Improves strategies, tools, and methodologies to measure, monitor, and report risks.
Applies solid understanding to assess data and produce analytical insights to understand business objectives, drive risk-based business decisions and influence solution strategies.
Effectively gives in cross-functional teams to identify, assess, aggregate and mitigate current and emerging risk events.
Provides oversight of risk through documentation review, assessment of performance monitoring, model validation, and use implementation
Supports the formulation of scenario analysis and/or stress test plans, including the evaluation of results, and framing of contingency plans in partnership with key business partners.

What you have:

Bachelor's degree in Risk Management, Business, Finance, or a related field or 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree.
4 years of risk management, regulatory or operations experience in a relevant functional area to include banking, insurance, financial services, audit, project management, public accounting or other related operational area.
Or advanced degree/designation in Risk Management, Business, Finance, or other field relevant to risk management and 2 years work of experience in a subject area relevant to risk management.
Demonstrated knowledge of risk management principles, tools and applicable systems.
Risk management experience in a complex institution and/or highly matrixed environment.
Demonstrated experience in conflict resolution management and ability to effectively challenge at all levels of management and influence business outcomes.
Ability to effectively work with both internal and external partners in a highly collaborative environment.
Proven critical thinking and knowledge of data analysis tools and techniques and decision-making abilities, to include proven ability to optimally make data-driven decisions.
Proactively identifies potential concerns and follows-up to resolve issues.
Proficient knowledge of Microsoft Office products including Excel and PowerPoint.

What sets you apart:

Property & Casualty and/or Risk Management Experience
Related industry designations (e.g., CPCU, ARM, etc.)
Skilled at identifying gaps and suggesting forward-looking solutions that accelerate remediation and sustainable change
Experience developing clear and concise written analysis and communicating conclusions / findings
Excellent communication skills, with ability to present complex issues to management
Experience evaluating results to produce analytical material for discussions with cross functional teams

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.

What we offer:

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. The salary range for this position is: $81,770 - $156,290 .

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.

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.

If you are an existing USAA employee, please use the internal career site in OneSource to apply.

Please do not type your first and last name in all caps.

Find your purpose. Join our mission.

USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.

USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself - you just need to share our passion for serving our more than 13 million members.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.

Job Detail

Company:

USAA

Executive, Transformation - Bank - USAA

Posted: Jul 11, 2024 07:21
Charlotte, NC

Login to Apply

Job Description

Why USAA?

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation's military, but we all share in the mission to give back to those who did. We're working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They're what guides everything we do - from how we treat our members to how we treat each other. Come be a part of what makes us so special!

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 and Charlotte, NC.

The Opportunity

Responsible for development, oversight, and direction of a portfolio of cross-functional strategic initiatives that align to USAA's Federal Savings Bank's business strategic and operational plans. Responsible for translating business strategy into an integrated program plan, 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 and value achievement. Responsible for the development of the department's operational and strategic direction. Ensures strategies are efficiently and effectively implemented in alignment with business goals.

What you'll do:

Accountable for ensuring proper strategic change management is in place for program delivery along with measures for success
Oversees large key initiatives and serves as an integration point to support complex Bank or Enterprise-wide initiatives
Leads components of on-going operational planning and may collaborate with other senior leadership or line of business stakeholders across business units
Ensures participation in the communities for governed Enterprise positions as applicable
Maintains current awareness of developments, trends, and legal/regulatory changes in the Financial Services industry
Maintains current awareness of developments, trends on Lean - Agile Operating Models and emerging models in the market
Oversees the Process and Change Delivery, Business Process Architecture and Agile organizations
Supports the creation of a clear vision and roadmap for the Bank's Transformation, working closely with key stakeholders
Defines and embeds Transformation capabilities (e.g. Lean - Agile), culture, and principles across the Bank, starting with senior leaders
Ensures appropriate strategic/tactical solutions for compliant business requirements are delivered and adopted to mitigate risk and remain a compliant company
Focuses on improvements to identify, address, and correct any areas of operation requiring regulatory and/or compliance attention
Interacts with Senior Management and regulators on applicable compliance oversight to portfolio of strategic initiatives
Builds and oversees team of direct and matrixed leaders responsible for the integrated program plan created to deliver the business' strategic vision. Responsible for providing employees timely, candid, and constructive performance feedback. Develops employees to their fullest potential and provides challenging opportunities that enhance employee career growth
Develops the appropriate talent pool to ensure adequate bench strength and succession planning
Recognizes and rewards employee's accomplishments
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:

Minimum Education:

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

Minimum Experience:

10 years of progressively responsible leadership experience in program management, process improvement, IT, engineering, consulting for large strategic efforts, or operations within the financial services industry
6 years of people leadership experience in building, managing and/or developing high-performing teams
Deep knowledge of state and federal regulatory issues impacting the financial services industry to include direct experience working with federal and/or state regulators
Extensive knowledge of Bank regulatory guidance on processes, programs, and operations including demonstrated expertise in Federal Banking Laws and Regulations, to include, but not limited to, 12 CFR 9 - Bank Fiduciary Activities; 12 CFR 25; 12 CFR Part 167; 12 CFR Part 30 Appendix D - OCC Heightened Standards; and Annual Stress Test 12 CFR Part 46 OCC: 12 CFR Part 30 and all Appendices (A through E)
Strong understanding and experience with strategic change management
Recent experience translating complex business strategy and vision into an executable business process and technology plan and successfully delivering in a matrixed environment. Full life cycle experience managing strategic and operational programs
Experience delivering member or customer facing capabilities and organizational transformation in a complex multi-channel, multi-product, integrated system environment
Extensive experience presenting information and building relationships with other executive management and Board of Director stakeholders
Experience with systems design and development from business requirements analysis through to day-to-day management
Experience utilizing multiple execution methodologies such as Waterfall, Agile, Six Sigma, etc.

What we offer:

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 position. The salary range for this position is: $163,880 - $294,980

Employees may be eligible for pay incentives based on overall corporate and individual performance or 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.

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.

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.

If you are an existing USAA employee, please use the internal career site in OneSource to apply.

Please do not type your first and last name in all caps.

Find your purpose. Join our mission.

USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.

USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself - you just need to share our passion for serving our more than 13 million members.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.

Job Detail

Company:

USAA

Executive, Transformation - Bank - USAA

Posted: Jul 11, 2024 07:21
Charlotte, NC

Login to Apply

Job Description

Why USAA?

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation's military, but we all share in the mission to give back to those who did. We're working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They're what guides everything we do - from how we treat our members to how we treat each other. Come be a part of what makes us so special!

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 and Charlotte, NC.

The Opportunity

Responsible for development, oversight, and direction of a portfolio of cross-functional strategic initiatives that align to USAA's Federal Savings Bank's business strategic and operational plans. Responsible for translating business strategy into an integrated program plan, 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 and value achievement. Responsible for the development of the department's operational and strategic direction. Ensures strategies are efficiently and effectively implemented in alignment with business goals.

What you'll do:

Accountable for ensuring proper strategic change management is in place for program delivery along with measures for success
Oversees large key initiatives and serves as an integration point to support complex Bank or Enterprise-wide initiatives
Leads components of on-going operational planning and may collaborate with other senior leadership or line of business stakeholders across business units
Ensures participation in the communities for governed Enterprise positions as applicable
Maintains current awareness of developments, trends, and legal/regulatory changes in the Financial Services industry
Maintains current awareness of developments, trends on Lean - Agile Operating Models and emerging models in the market
Oversees the Process and Change Delivery, Business Process Architecture and Agile organizations
Supports the creation of a clear vision and roadmap for the Bank's Transformation, working closely with key stakeholders
Defines and embeds Transformation capabilities (e.g. Lean - Agile), culture, and principles across the Bank, starting with senior leaders
Ensures appropriate strategic/tactical solutions for compliant business requirements are delivered and adopted to mitigate risk and remain a compliant company
Focuses on improvements to identify, address, and correct any areas of operation requiring regulatory and/or compliance attention
Interacts with Senior Management and regulators on applicable compliance oversight to portfolio of strategic initiatives
Builds and oversees team of direct and matrixed leaders responsible for the integrated program plan created to deliver the business' strategic vision. Responsible for providing employees timely, candid, and constructive performance feedback. Develops employees to their fullest potential and provides challenging opportunities that enhance employee career growth
Develops the appropriate talent pool to ensure adequate bench strength and succession planning
Recognizes and rewards employee's accomplishments
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:

Minimum Education:

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

Minimum Experience:

10 years of progressively responsible leadership experience in program management, process improvement, IT, engineering, consulting for large strategic efforts, or operations within the financial services industry
6 years of people leadership experience in building, managing and/or developing high-performing teams
Deep knowledge of state and federal regulatory issues impacting the financial services industry to include direct experience working with federal and/or state regulators
Extensive knowledge of Bank regulatory guidance on processes, programs, and operations including demonstrated expertise in Federal Banking Laws and Regulations, to include, but not limited to, 12 CFR 9 - Bank Fiduciary Activities; 12 CFR 25; 12 CFR Part 167; 12 CFR Part 30 Appendix D - OCC Heightened Standards; and Annual Stress Test 12 CFR Part 46 OCC: 12 CFR Part 30 and all Appendices (A through E)
Strong understanding and experience with strategic change management
Recent experience translating complex business strategy and vision into an executable business process and technology plan and successfully delivering in a matrixed environment. Full life cycle experience managing strategic and operational programs
Experience delivering member or customer facing capabilities and organizational transformation in a complex multi-channel, multi-product, integrated system environment
Extensive experience presenting information and building relationships with other executive management and Board of Director stakeholders
Experience with systems design and development from business requirements analysis through to day-to-day management
Experience utilizing multiple execution methodologies such as Waterfall, Agile, Six Sigma, etc.

What we offer:

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 position. The salary range for this position is: $163,880 - $294,980

Employees may be eligible for pay incentives based on overall corporate and individual performance or 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.

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.

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.

If you are an existing USAA employee, please use the internal career site in OneSource to apply.

Please do not type your first and last name in all caps.

Find your purpose. Join our mission.

USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.

USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself - you just need to share our passion for serving our more than 13 million members.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.

Job Detail

Company:

USAA

Director, Data Scientist - USAA

Posted: Jul 10, 2024 02:25
Charlotte, NC

Login to Apply

Job Description

Why USAA?

Let's do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation's military, but we all share in the mission to give back to those who did. We're working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They're what guides everything we do - from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

Leads a team of Data Scientists responsible for identifying, scoping, and translating business problems into applied statistical, machine learning, simulation, and optimization solutions to inform actionable business insights and drive business value through automation, revenue generation, and expense and risk reduction. Works with business leaders to ideate, valuate, and scope projects to meet business needs. Leads the team's projects and communicates progress updates to senior leadership and other business partners. Responsible for the team's model inventory and ensures compliance with USAA model risk policies and regulatory expectations. Influences the future of data science at USAA by conducting research on the latest technologies and driving adoption of those technologies.

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. This position can also work remotely in the continental U.S. with occasional business travel. Relocation assistance is not available for this position.

What you'll do:

Acts as advanced analytics inspiring leader and advisor to the business to shape strategies that drive competitiveness and differentiation.
Influences business, data, and technology leaders to invest, sustain and expand advanced analytical capabilities by actively participating in strategy, planning, and budgeting exercises.
Leads and develops team to build and deploy various advanced analytical solutions in an agile and collaborative environment across business, data, and technology organizations. Enables team's success by simplifying processes across the model development lifecycle and driving automation.
Identifies, scopes, and handles complex analytical projects in collaboration with business partners, often translating results to non-technical business executives.
Champions and handles efforts to deliver business insights via scalable, automated solutions using machine learning, simulation, and optimization.
Responsible for ensuring all modeling and machine learning solutions adhere to industry standards, model risk policy, and regulatory expectations.
Partners with enterprise analytical and IT teams to build USAA core capabilities and processes.
Identifies additional resource needs ranging from IT investments, 3rd party support or additional analysts.
Builds and supervises a team of Data Scientists 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 in mathematics, computer science, statistics, economics, finance, actuarial sciences, science and engineering, or other similar quantitative subject area; OR 4 years of experience in statistics, mathematics, quantitative analytics, or related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
8 years in predictive modeling, model governance, machine learning and large data analysis., OR Advanced Degree (e.g., Master's, PhD) in Mathematics, Statistics, Data Science, Computer Science, or related quantitative STEM field (Science, Technology, Engineering and Math) field and 6 years in predictive modeling, model governance, machine learning and large data analysis.
3 years of direct management experience.
Strong communication skills; proven ability to interpret and translate complex technical information to diverse audiences.
Experience with various languages, applications, and technologies (such as SQL, Python, R, Spark, Hadoop etc.) commonly associated with delivery of Data Science solutions.
Experience in developing and reviewing modeling solutions based on broad range of techniques - e.g., linear and logistic regressions, time series methods, survival analysis, support vector machines, neural networks, decision trees, random forests, gradient-boosting methods, deep learning, k-means and other clustering methods, simulation methods, or other advanced techniques.
Proven ability to apply standard methodologies in modeling and machine learning techniques to solve business problems.
Proven ability to write and review complex technical documentation, communicate modeling insights and technical details to business leaders, technical and non-technical audiences.
A consistent track record of communicating results, insights, and technical solutions to Senior Executive Management (or equivalent).
Deep technical skills, consulting experience, and business savvy to collaborate with all levels and teams within the organization.

What sets you apart:

5 plus years extensive Bank Model Governance experience.
Degree in Statistics or Economics, or PhD in Mathematics, Chemistry, Physics, or a relevant field.
Hands-on experience with AI from a large retail bank.

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.

What we offer:

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. The salary range for this position is: $182,680 - $349,150 .

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.

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.

If you are an existing USAA employee, please use the internal career site in OneSource to apply.

Please do not type your first and last name in all caps.

Find your purpose. Join our mission.

USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.

USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself - you just need to share our passion for serving our more than 13 million members.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.

Job Detail

Company:

USAA

Director, Data Scientist - USAA

Posted: Jul 10, 2024 02:25
Plano, TX

Login to Apply

Job Description

Why USAA?

Let's do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation's military, but we all share in the mission to give back to those who did. We're working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They're what guides everything we do - from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

Leads a team of Data Scientists responsible for identifying, scoping, and translating business problems into applied statistical, machine learning, simulation, and optimization solutions to inform actionable business insights and drive business value through automation, revenue generation, and expense and risk reduction. Works with business leaders to ideate, valuate, and scope projects to meet business needs. Leads the team's projects and communicates progress updates to senior leadership and other business partners. Responsible for the team's model inventory and ensures compliance with USAA model risk policies and regulatory expectations. Influences the future of data science at USAA by conducting research on the latest technologies and driving adoption of those technologies.

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. This position can also work remotely in the continental U.S. with occasional business travel. Relocation assistance is not available for this position.

What you'll do:

Acts as advanced analytics inspiring leader and advisor to the business to shape strategies that drive competitiveness and differentiation.
Influences business, data, and technology leaders to invest, sustain and expand advanced analytical capabilities by actively participating in strategy, planning, and budgeting exercises.
Leads and develops team to build and deploy various advanced analytical solutions in an agile and collaborative environment across business, data, and technology organizations. Enables team's success by simplifying processes across the model development lifecycle and driving automation.
Identifies, scopes, and handles complex analytical projects in collaboration with business partners, often translating results to non-technical business executives.
Champions and handles efforts to deliver business insights via scalable, automated solutions using machine learning, simulation, and optimization.
Responsible for ensuring all modeling and machine learning solutions adhere to industry standards, model risk policy, and regulatory expectations.
Partners with enterprise analytical and IT teams to build USAA core capabilities and processes.
Identifies additional resource needs ranging from IT investments, 3rd party support or additional analysts.
Builds and supervises a team of Data Scientists 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 in mathematics, computer science, statistics, economics, finance, actuarial sciences, science and engineering, or other similar quantitative subject area; OR 4 years of experience in statistics, mathematics, quantitative analytics, or related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
8 years in predictive modeling, model governance, machine learning and large data analysis., OR Advanced Degree (e.g., Master's, PhD) in Mathematics, Statistics, Data Science, Computer Science, or related quantitative STEM field (Science, Technology, Engineering and Math) field and 6 years in predictive modeling, model governance, machine learning and large data analysis.
3 years of direct management experience.
Strong communication skills; proven ability to interpret and translate complex technical information to diverse audiences.
Experience with various languages, applications, and technologies (such as SQL, Python, R, Spark, Hadoop etc.) commonly associated with delivery of Data Science solutions.
Experience in developing and reviewing modeling solutions based on broad range of techniques - e.g., linear and logistic regressions, time series methods, survival analysis, support vector machines, neural networks, decision trees, random forests, gradient-boosting methods, deep learning, k-means and other clustering methods, simulation methods, or other advanced techniques.
Proven ability to apply standard methodologies in modeling and machine learning techniques to solve business problems.
Proven ability to write and review complex technical documentation, communicate modeling insights and technical details to business leaders, technical and non-technical audiences.
A consistent track record of communicating results, insights, and technical solutions to Senior Executive Management (or equivalent).
Deep technical skills, consulting experience, and business savvy to collaborate with all levels and teams within the organization.

What sets you apart:

5 plus years extensive Bank Model Governance experience.
Degree in Statistics or Economics, or PhD in Mathematics, Chemistry, Physics, or a relevant field.
Hands-on experience with AI from a large retail bank.

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.

What we offer:

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. The salary range for this position is: $182,680 - $349,150 .

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.

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.

If you are an existing USAA employee, please use the internal career site in OneSource to apply.

Please do not type your first and last name in all caps.

Find your purpose. Join our mission.

USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.

USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself - you just need to share our passion for serving our more than 13 million members.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.

Job Detail

Company:

USAA

Digital/Technical Product Manager- Mid Level - USAA

Posted: Jul 10, 2024 02:25
Plano, TX

Login to Apply

Job Description

Why USAA?

Let's do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation's military, but we all share in the mission to give back to those who did. We're working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They're what guides everything we do - from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

As a dedicated Digital/Technical Product Manager- Mid Level, you will work with the Contact Center Technologies Product Management team. The position plays an essential role in driving strategy that impacts both employee and member satisfaction. The candidate selected will work closely with business and IT partners to support Workforce Management initiatives across the USAA contact centers.

Performs the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members. Collaborates with internal stakeholders and partners to tackle complex and challenging problems to optimize the customers' (internal/external) experience with market offerings. Designs and drives implementation of multi-platform technology and digital solutions. Optimizes and improves existing products and experiences across all channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs). Employs Human-Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market.

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, or Phoenix, AZ. Relocation assistance is not available for this position.

What you'll do:

Independently leverages Digital or Technology research, business and market intelligence, and data-driven insights to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance.
Assists with translating Digital or Technology product and experience opportunities (customer -needs- and -wants- as well as all other input forms into problems, gaps, etc.) into initiatives (i.e., requirements, features) and drives development of execution strategy.
Shepherds Digital or Technology product and experience opportunities from idea to market validation through collaboration with all relevant stakeholders and SMEs (Business, UX, Technology, Ops, Marketing, etc.)
Creates Business Case artifacts and hypotheses for scoping of Digital or Technology product and experience opportunities.
Continuously leverages data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs and KRIs.
Generates meaningful insights through a variety of tools and resources to uncover areas of opportunity to inform Digital or Technology product and experience improvements.
Develops customer (i.e., business partners, members, stakeholders) relationships to collaborate and understand current and future business needs.
Prepares compelling presentations, and other forms of communication, to present and communicate complex concepts to a diverse audience.
Researches and identifies industry best practices and trends to increase effectiveness of Digital or Technology products.
Maintains and applies a maturing knowledge of the Business, Technology, UX, and relevant experiences and processes and an academic understanding of Product Management.
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.
4 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, Research/Testing. 1 year of Customer Contact Channel experience within Insurance or Financial services industry will take place of 1 year of the minimum experience required.
Demonstrated ability to effectively develop, present, influence, and communicate business decisions.
Knowledge of Agile Methodology.

What sets you apart:

2+ years experience with Workforce Management (forecasting, scheduling, capacity planning) in a contact center environment
2+ years experience with NICE WFM
2+ years experience with Genesys Decisions

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.

What we offer:

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. The salary range for this position is: $89,990-$172,000.

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.

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.

If you are an existing USAA employee, please use the internal career site in OneSource to apply.

Please do not type your first and last name in all caps.

Find your purpose. Join our mission.

USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.

USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself - you just need to share our passion for serving our more than 13 million members.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.

Job Detail

Company:

USAA

Digital/Technical Product Manager- Mid Level - USAA

Posted: Jul 10, 2024 02:25
Phoenix, AZ

Login to Apply

Job Description

Why USAA?

Let's do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation's military, but we all share in the mission to give back to those who did. We're working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They're what guides everything we do - from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

As a dedicated Digital/Technical Product Manager- Mid Level, you will work with the Contact Center Technologies Product Management team. The position plays an essential role in driving strategy that impacts both employee and member satisfaction. The candidate selected will work closely with business and IT partners to support Workforce Management initiatives across the USAA contact centers.

Performs the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members. Collaborates with internal stakeholders and partners to tackle complex and challenging problems to optimize the customers' (internal/external) experience with market offerings. Designs and drives implementation of multi-platform technology and digital solutions. Optimizes and improves existing products and experiences across all channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs). Employs Human-Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market.

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, or Phoenix, AZ. Relocation assistance is not available for this position.

What you'll do:

Independently leverages Digital or Technology research, business and market intelligence, and data-driven insights to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance.
Assists with translating Digital or Technology product and experience opportunities (customer -needs- and -wants- as well as all other input forms into problems, gaps, etc.) into initiatives (i.e., requirements, features) and drives development of execution strategy.
Shepherds Digital or Technology product and experience opportunities from idea to market validation through collaboration with all relevant stakeholders and SMEs (Business, UX, Technology, Ops, Marketing, etc.)
Creates Business Case artifacts and hypotheses for scoping of Digital or Technology product and experience opportunities.
Continuously leverages data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs and KRIs.
Generates meaningful insights through a variety of tools and resources to uncover areas of opportunity to inform Digital or Technology product and experience improvements.
Develops customer (i.e., business partners, members, stakeholders) relationships to collaborate and understand current and future business needs.
Prepares compelling presentations, and other forms of communication, to present and communicate complex concepts to a diverse audience.
Researches and identifies industry best practices and trends to increase effectiveness of Digital or Technology products.
Maintains and applies a maturing knowledge of the Business, Technology, UX, and relevant experiences and processes and an academic understanding of Product Management.
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.
4 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, Research/Testing. 1 year of Customer Contact Channel experience within Insurance or Financial services industry will take place of 1 year of the minimum experience required.
Demonstrated ability to effectively develop, present, influence, and communicate business decisions.
Knowledge of Agile Methodology.

What sets you apart:

2+ years experience with Workforce Management (forecasting, scheduling, capacity planning) in a contact center environment
2+ years experience with NICE WFM
2+ years experience with Genesys Decisions