Program Manager Lead - Complaints Management & Member Experience
Company: USAA
Location: Phoenix
Posted on: April 22, 2024
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 OpportunityWe 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 partnerThe 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, Phoenix , Program Manager Lead - Complaints Management & Member Experience, Executive , Phoenix, Arizona
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