Job Location: Charlotte, NC
Purpose of Job ABOUT USAA
USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.
The Business Support Analyst Lead – Bank Member Complaints supports the business by analyzing and evaluating relevant complex Enterprise business data, information, metrics and processes to find opportunities and solutions to business plan development and optimization of business operations. Responsible for supporting key functions and providing recommendations to achieve current and future business strategy needs/objectives.
USAA values a culture that is highly collaborative, and we have found that a hybrid work type helps employees gain the best of both worlds – collaborating in-person in the office and working from home. The actual onsite days are settled between each employee and the employee’s manager. Candidates are expected to live a commutable distance from one of our offices in San Antonio, TX, Plano, TX, Phoenix, AZ, Tampa, FL, Colorado Springs, CO or Charlotte, NC.
Job Requirements
Primary Responsibilities:
Identifies and handles existing and emerging risks that stem from business activities and the job role.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
Follows written risk and compliance policies, standards, and procedures for business activities.
Evaluates sophisticated business data and trends to recommend changes in methods or procedures to improve efficiency and facilitate significant improvements to processes and systems.
Provides support and direction to team members and functional partners with identifying and solving found opportunities, resolving gaps as they are identified and updating reporting metrics.
Applies subject-matter-expert functional knowledge to produce sophisticated work deliverables in support of departmental and enterprise initiatives such as audit reviews, business strategy development and project business support.
Assists and mentors team members and project managers in developing problem solving approach, identifying gaps, and determining optimal way to aggregate and communicate findings.
Leads broad functional projects and/or participates as a SME resource on larger initiatives to support business requirements.
Represents the business or staff agency as the subject matter expert and may be a proxy for middle-management leadership.
Maintains broad system knowledge, stays current on all system enhancements, identifies training needs and implements plans.
Maintains broad business knowledge, stays current on key business strategies and initiatives and identifies opportunities for support and enablement.
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.
Provides insight, analyses, advice and recommendations to keep business on operational and financial plan.
Gathers information, analyzes data and trends to identify and implement business optimization opportunities.
Supports team with assigned analysis, contributes in discussions of strategic options and recommendations.
Develops/advises on policies, standards, risk management and controls related to relevant processes.
Coaches and provides on-the-job training for other team members.
Minimum Qualifications:
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.
Preferred Qualifications:
4+ years of recent experience in data analytics
1+ years of recent experience mentoring junior level employees
Strong dashboard creation and formatting experience in Tableau
3+ years recent experience with creation of reporting and providing insights for reporting to senior management
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.
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 position. The salary range for this position is: $106,800-$192,300 * .
Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.
- Geographical Differential : Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.
Shift premium will be addressed on an individual basis for applicable roles that are consistently scheduled for non-core hours. 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.
To see details on our outstanding benefits, visit USAA Total Rewards.
Relocation assistance is not available for this position.
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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