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Business Process Consultant II - Phoenix, AZ #7667578

Company: United Services Automobile Association (USAA)

Date: 10/17/2020

City: Phoenix, AZ

Employment type: Full-time

Purpose of Job


We are currently seeking a talented Business Process Consultant I for Phoenix, San Antonio Home Office II/III, Colorado Springs, Tampa, Tampa Crosstown or 100% Remote Work Environment.


Establishes strategic partnerships and maintains effective relationships with assigned CoSA business unit(s) and manages stakeholder interests including but not limited to CFO, HR, IT, and Legal. Applies expert knowledge and acts as a trusted advisor by providing consultation services to internal clients in areas of strategic sourcing, alternatives and solutions, supplier management, third party risk management, and global operations. Collects and consolidates demand and identifies opportunities by business portfolio, vertically within the CoSA and/or horizontally across the enterprise. Understands the customer market strategy and proactively identifies and confirms business requirements. Oversees the development of business process related solutions for clients. Viewed by customers as a consultant. Defines client needs, determines a strategy and develops a plan/proposal for delivery of the project which generally leads to a client's internal process or function being modified for improved efficiency and effectiveness. May involve the recommendation to shift future performance to a third party. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.


This position will support strategic transformation that improves MSR effectiveness to enable exceptional omnichannel Member experiences.


Job Requirements



  • Under limited supervision, participates with others in the implementation of customer engagement and product development plans.
  • Acquires and applies foundational knowledge of the business and assists with alignment of business deliverable processes and capabilities with business needs.
  • Under supervision, plans and coordinates activities for moderately complex projects.
  • Executes applicable risk control plans and assists in identification of business process management risks.
  • Assists with development of communication plans for customers and internal stakeholders. Assists in the delivery of engagement strategies.
  • Prepares reports to measure project and process performance. Identifies trends and opportunities for business process and customer processes.

Minimum Requirements



  • Bachelor's degree, OR, 4 additional years' experience beyond the minimum required may be substituted in lieu of a degree.
  • 2+ years business process consulting or related experience.
  • Developing knowledge of the function/discipline and demonstrated application of knowledge, skills and abilities towards work products required.
  • Developing level of business acumen in the areas of the business operations, industry practices and emerging trends required.
  • Qualifications may warrant placement in a different job level*

When you apply for this position, you will be required to answer some initial questions. This will take approximately 5 minutes. Once you begin the questions you will not be able to finish them at a later time and you will not able to change your responses.


Preferred Requirements



  • Experience in retail bank deposit, credit card, and/or consumer lending processes and experiences to include a strong understanding of applicable regulations.
  • Experience consulting/collaborating with product teams, experience/process owners, etc. to design future state contact center servicing and acquisition processes leveraging industry leading technologies (i.e. Pega).
  • Experience applying retail bank subject matter expertise while leveraging technology to simplify the customer service representative experience, standardize process execution, and automate where possible.
  • Ability to identify process risk and determine how mitigate through effective controls
  • Experience working with multiple stakeholders and developing/executing towards strategic/tactical solutions
  • Demonstrated ability to effectively collaborate and communicate (written & verbal) with business partners and stakeholders, to include executive leadership

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.


At USAA our employees enjoy one of the best benefits package in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals.


Relocation assistance is not available for this position.


For Internal Candidates:


Must complete 12 months in current position (from date of hire or date of placement), or must have manager's approval prior to posting.


Last day for internal candidates to apply to the opening is 10/20/20 by 11:59 pm CST time.




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