Full Stack Developer
Company: USAA
Location: Dallas
Posted on: March 16, 2023
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Job Description:
Why USAA?We are seeking a Director - Bank Mission Control. This
position is a hybrid work type and can be based in one of the
following locations: San Antonio, TX; Phoenix, AZ; Charlotte, NC;
Colorado Springs, CO or Tampa, FL.Hybrid roles help employees gain
the best of both worlds - collaborating in-person in the office and
working from home when needed to achieve focused results.The
OpportunityYou will lead a team of individuals responsible for real
time management and oversight of the bank contact center
operations. Responsibilities include supervising and balancing
queue wait times, interacting with front line leaders for open
communications on health of member service representative systems,
leading through incidents and events that impact the contact
centers either from ability to service the member or impact call
volume which can include but not limited to technology outages,
weather events, and other external factors. You will interact with
technology partners and executives during incidents to represent
Bank OMNI through resolution. Team responsibilities also include
escalating member service representative technology issues,
handling requests to change work location to hybrid, and
establishing centralized access management process.What you'll
do:Identifies and handles existing and emerging risks that stem
from business activities and the job role.Ensures risks associated
with business activities are effectively identified, measured,
supervised, and controlled.Follows written risk and compliance
policies, standards, and procedures for business
activities.Responsible for leading a team that is passionate about
process ownership and improving business results by identifying
process gaps and opportunities, recommending solutions and
developing and supervising 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 Business Process Consultant
backlog is prioritized in accordance with business
deliverables.Defines, develops and evaluates performance metrics to
establish process success, and engages partners to ensure cohesive
and continuous alignment to measures of success. Uses and
coordinates reporting, data, and analytics to measure process and
project performance, adjust services and operational activities,
and advise key partners.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
partners to ensure timely execution of deliverables to improve or
design-controlled processes.Leads identifies business process risks
and oversees that appropriate controls are collected, documented,
sustained and ultimately mitigated.Builds and supervises a team of
employees for assigned functional area through ongoing execution of
recruiting, development, retention, coaching and support,
performance management, and managerial activities.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
proven 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
strategies.What sets you apart:3 years similar experience in real
time/ incident management roles5 years operational experience
(Examples: IVR, call routing, workforce management)Ability to
communicate effectively in a matrixed environment with technology
business partners and executivesUS military experience through
military service or a military spouse/domestic partnerCompensation:
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: $115,240-$220.270.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.Relocation assistance is not available for this
position.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.
Keywords: USAA, Gastonia , Full Stack Developer, Other , Dallas, North Carolina
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