Program Manager Lead - Complaints Management & Member Experience
Company: USAA
Location: Phoenix
Posted on: May 2, 2024
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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
We are looking for a Program Manager Lead for the Bank Member
Experience & Complaints Program, responsible for development,
maintenance, and execution of Bank Complaint program procedures
that operationalize the Enterprise Complaint Management Policy and
provides Member Service Representatives (MSRs) and Advocates with
tools and resources to identify, track, categorize, escalate,
research, and resolve Bank complaints. You will be responsible for
the oversight and governance of the complaints program. You must
have experience and know in-depth the lifecycle of a complaints
program and provide root cause analysis. This is an individual
contributor position.
Leads the management, execution and delivery of large-scale
programs (multi-year, large cost and scope, etc.) and/or the
oversight and governance of programs to ensure alignment to the
line of business strategic imperatives and to monitor program
health. Works to achieve multi-year program deadlines, scope and
overall program benefits. Defines multiple program strategies based
on business demand and return on investment expectations.
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.
However, we will consider work from home for a candidate chosen who
is not located near a USAA office.
What you'll do:
Identifies potential new program opportunities to deliver
integrated solutions that meet multiple business partner needs.
Defines and maintains multiple program strategies based on business
demand and return on investment expectations.
Works closely with project sponsor and cross-functional teams, to
plan and develop scope, deliverables, required resources, work
plan, budget, and timing for new programs.
Directs analyses, root cause identification and development and
recommendation of key work products.
Applies experienced knowledge of the business, its products and
processes to assess program risks and rewards across multiple
technologies and business goals.
Negotiates agreements, settles disputes equitably and diffuses high
tension situations.
Negotiates program tradeoffs with IT and the business to ensure
alignment of demand to capacity.
Responsible for developing multi-year business plan to deliver
business capabilities and define execution approach to achieve
business goal while reducing risk and delivering early business
value wherever possible.
Mentors Program Managers in developing business strategies,
identifying benefits and defining alternatives across departmental
programs and across USAA programs.
Ensures compliance with company and regulatory policies and
procedures.
Adheres to EPMO processes, procedures, controls, standards, tools
and templates (as required).
Adheres to governance rigor required for work effort.
Drives the adoption and sustainment of changes within the
organization in compliance with USAA's Change Management
methodology.
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 project and/or program management experience, including
experience defining a new program and/or leading large-scale
projects.
Expert level of experience in Principles of Project/Program or
Portfolio Management.
Experience in program management and execution experience
delivering complex work efforts working with Waterfall and Agile
methodologies
Stakeholder management and influencing skills.
Advance understanding of risk management policies and
procedures.
Extensive knowledge of program management methodology and
techniques; program performance evaluation and change management
principles.
Extensive experience developing, maintaining and reporting on large
cost project/program budgets.
Strong business acumen and/or demonstrated learning agility to
quickly increase business expertise.
What sets you apart:
Strong experience in complaints management programs in a large
retail bank environment
Experience in executing and/or leading Risk Control Self
Assessments (RCSAs), issue management, and process efficiency
programs
Proven track record to inspire change and collaborate with all
levels of management
Strong analytical, organizational, and problem-solving skills
Experience with communicating and presenting key concepts to senior
leadership, broad groups and team staff
Proven track record to craft, implement, and sustain oversight
processes
Deep Complaints experience
Third Party Vendor Oversight and Monitoring
Data analysis
Strong Critical thinking and root cause analysis skillset
Ability to deliver executive level reporting
Banking compliance and risk management experience
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.
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.
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.
Keywords: USAA, Chandler , Program Manager Lead - Complaints Management & Member Experience, Executive , Phoenix, Arizona
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