Director, Disputes Transformation

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 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!

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

The Opportunity

As a dedicated Director, Dispute Transformation, you will be responsible for overseeing a team of business professionals that are responsible for the end-to-end aspects and overall ownership of assigned processes. Guides' team members to collaborate with enterprise partners in the facilitation and development of business rules, gathering of requirements, artifacts, and process management. Guides' team members in the ownership of assigned processed to include, capturing, documenting and sustaining processes. Maintains compliance with policies, procedures, and regulations.

What you'll do:

• Responsible for leading a team that is focused on process ownership and improving business results by identifying process gaps and opportunities, recommending solutions, and developing and monitoring 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 backlog is prioritized in accordance with business deliverables.

• Defines, develops, and evaluates performance metrics to establish process success, and engages stakeholders to ensure cohesive and continuous alignment to measures of success. Utilizes and oversees reporting, data, and analytics to measure process and project performance, adjust services and operational activities, and inform key stakeholders.

• 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 stakeholders to ensure timely execution of deliverables to improve or design-controlled processes.

• Manages identifies business process risks and oversees that appropriate controls are captured, documented, sustained, and ultimately mitigated.

• 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.

• Stays current with emerging technologies and evaluates business processes to lead continuous process improvement efforts.

• 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 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 demonstrated 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 processes.

• Knowledge of federal laws, rules, regulations, and applicable guidance to include: OCC Heightened Standards, BSA/AML, REG E, UDAAP/UDAP.

What sets you apart:

• 5+ years of fraud or claims management

• Deep knowledge of Reg E, Reg Z and UDAAP

• Proven, highly effective communication skills across all channels including written, verbal, and formal presentation. Ability to distill complex topics into easily consumable presentations.

• US military experience through military service or a military spouse/domestic partner

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.