Job Description

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

As a dedicated Business Support Analyst Lead , you will support the business by analyzing and evaluating relevant complex Enterprise business data, information, metrics and processes to identify opportunities to optimize the Bank’s contact centers.  This role will identify opportunities, engage key business partners and stakeholders, develop recommendations, develop business plan and carry through to implementation. Including but not limited to: understanding transfers and identifying ways to reduce, caller intent categorization, first call resolution, call reduction strategies.  Additionally, this role is responsible for supporting key team functions and providing recommendations to achieve current and future business strategy needs/objectives.

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, or Tampa, FL. Relocation assistance is not available for this position.

What you'll do:

• Evaluate complex business data and trends to recommend changes in methods or procedures to increase efficiency and facilitate significant improvements to processes and systems.
• Provide support and direction to team members and functional partners with identifying and solving identified opportunities, resolving gaps as they are identified and updating reporting metrics.
• Apply subject-matter-expert functional knowledge to produce complex work deliverables in support of departmental and enterprise initiatives such as audit reviews, business strategy development and project business support.
• Assist and mentors team members and project managers in developing problem solving approach, identifying gaps, and determining optimal way to aggregate and communicate findings.
• Manage broad functional projects and/or participates as a SME resource on larger initiatives to support business requirements.
• Represent the business or staff agency as the subject matter expert and may be a proxy for middle-management leadership.
• Maintain broad system knowledge, stays current on all system enhancements, identifies training needs and implements plans.
• Maintain broad business knowledge, stays current on key business strategies and initiatives and identifies opportunities for support and enablement.
• Plan and design 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.
• Provide insight, analyses, advice and recommendations to keep business on operational and financial plan.
• Gather information, analyzes data and trends to identify and implement business optimization opportunities.
• Support team with assigned analysis, contributes in discussions of strategic options and recommendations.
• Develop/advise on policies, standards, risk management and controls related to relevant processes.
• Coach and provide on-the-job training for other team members.
• Ensure 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 experience in end-to-end analysis and/or operations experience, including: requirement gathering and documentation, operational planning and forecasting, data analytics, or current/future state analysis, in direct support of business planning initiatives and optimization of business operations.
• Knowledge of business operations and systems/business requirements processes.
• Experience facilitating and driving collaboration to common understanding of business requirements and driving standard enterprise wide business processes.
• Knowledge of business analysis tools for ex: MS Visio MS Excel, Tableau, SQL.
• Experience applying best practices to identifying and interpreting trends or patterns in data to develop recommendations to improve business operations.

What sets you apart:

• 5 years’ experience in extracting and compiling advanced level analytical data, and providing concise analysis with executive level commentary
• 3-5 years in a role with proven results in call reduction strategies, call categorization or other call center efficiency
• 3-5 years' experience in implementing contact center management strategies
• 3-5 years’ experience in implementing business planning processes and management routines
• 5 years working in workforce management industry practices, procedures, technologies, call routing and metrics
• Experience in project management processes and implementations
• Knowledge and experience with contact center management related systems for workforce management, call routing, reporting, call recording, etc. For example: NICE, Aceyus, Genesys, Cisco, etc.
• Experience in bringing innovation and driving automation into existing and new processes

Compensation range: The salary range for this position is: $103,450 - $197,730 .

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

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.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

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.

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, 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.

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