Program Manager Lead - Complaints Management & Member Experience
Company: USAA
Location: Phoenix
Posted on: April 28, 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. 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.
Keywords: USAA, Surprise , Program Manager Lead - Complaints Management & Member Experience, Executive , Phoenix, Arizona
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