Director overseeing business process ownership and optimization for claims within USAA. Leading teams to improve processes while ensuring compliance and adherence to risk management practices.
About the role
- Business Process Owner Lead driving claims optimization strategies for USAA while enhancing process efficiencies. Leading complex initiatives to achieve improved business performance and customer experiences.
Responsibilities
- As business process owner, leads planning for highly complex processes including problem definition, evaluation of requirements, design, testing, and implementation of business processes
- Understands the process operating objectives, business rules, performance requirements, risks, controls and interactions between dependent processes to minimize failures, eliminate redundancies, and control process performance necessary to achieve efficient, effective design and execution of the process
- Actively develops and drives alignment of process to overall experience strategy and vision
- Develops business process deliverable program plans that align customer, business deliverable and enterprise strategy
- Ensures alignment with customer and appropriate roadmap(s)
- Applies and maintains expert knowledge of the business and manages ongoing alignment and development of business deliverable processes and capabilities with business needs to materially change and improve business performance
- Serves as strategic advisor bringing diverse perspective to leverage multiple ways of thinking while developing end-user focused process solution
- Guides and influences process re-engineering and technology implementation to enable process redesign and innovation
- Leads the overall management of process performance by developing control limits, monitoring key performance indicators and informing stakeholders of any deficiencies, improvements, operational risks issues, etc. and drives collaborative efforts to ensure process delivers against requirements
- Identifies, owns, executes, enhances, and aligns controls to mitigate operational and compliance risks as it pertains to owned processes as it pertains to owned processes
- Collects and consolidates demand and identifies opportunities by business portfolio, vertically within the business unit and/or horizontally across the enterprise
- Reviews, advises, and develops communication plans for customers and internal stakeholders and ensures communications are in alignment with overall strategy
- Ensures alignment between internal stakeholders and customers across all business process projects and services using proactive communication and engagement strategies
- Utilizes data and analytics to deliver insight into customer and business process performance and shares best practices with overall team
- Stays current with emerging technologies and evaluates business processes to lead continuous process improvement efforts
- Lead solution development including business case / benefits substantiation and drive business requirements for process improvement initiatives
- Provides mentorship and guidance support for team and applicable business partners
- Plans and designs business processes and make recommendations and changes in order to improve and support business systems and activities and/or to deliver greater effectiveness and efficiency
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures
Requirements
- Bachelor’s degree; OR 4 years of related experience may be substituted in lieu of degree (12 years of experience in lieu of a degree)
- 8 years business process execution/knowledge/experience, consulting, and/or process engineering/optimization
- Experience in successfully applying quality management, process improvement, and problem-solving tools and methodologies
- Experience in implementing and sustaining change/improvements (change champion)
- Extensive hands on experience with Process Mapping and Modeling and creating and validating process documentation
- Extensive experience in the application of process management standards and policies, and comprehensive knowledge of applicable regulations and risk management practices
- Demonstrated experience with Lean, Business Process Management, or similar methodology
- Demonstrated experience with utilizing various systems to collect and analyze data
Benefits
- 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
- various wellness programs
- career path planning and continuing education
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