Business Process Owner I – Life Claims Experience

About the role

We are seeking a talented Business Process Owner I to join the Life Claims Experience team. This role will champion and enhance the death claim experience within Life Company's Claims department, shaping how we deliver a seamless, empathetic, and efficient claims journey for our members. You will identify, design, test, and implement critical process improvements, define process objectives, business rules, performance requirements, and manage interactions between dependent processes to minimize failures and eliminate redundancies.

This position is based on the San Antonio, TX Campus and requires an individual to be in the office 4 days per week. Relocation assistance is not available for this position.

Responsibilities

• Apply knowledge of the business to understand customer gaps in performance, and develop, modify, re-engineer customer-specific process program plans in alignment with business deliverables and enterprise strategy.
• Develop, sustain, and manage defined business processes through a structured approach as a functional expert, leveraging diverse perspectives to create end-user focused process solutions.
• Plan and coordinate the overall health of processes by developing control limits, monitoring key performance indicators, and more.
• Identify, own, execute, enhance, and align controls to mitigate operational and compliance risks as they pertain to owned processes.
• Assist in the identification of business unit and business process risks across assigned activities.
• Develop communication plans for customers and internal stakeholders.
• Ensure alignment between internal stakeholders and customers across assigned business process projects and services using proactive communication and engagement strategies.
• Utilize reporting, data, and analytics to measure process and project performance, adjust services and operational activities, and inform key stakeholders.
• Stay current with emerging technologies and evaluate business processes to lead continuous process improvement efforts.
• Lead solution development, including business case and benefits substantiation, and drive business requirements for process improvement initiatives.
• Provide relevant business performance intel to progress the planning, research, analysis, development, and implementation of new and modified applications and processes.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Requirements

• Bachelor's degree OR 4 years of relevant education and/or experience.
• 4 years of business process execution/knowledge/experience, consulting, and/or process engineering/optimization.
• Experience in successfully applying quality management, process improvement, and problem-solving tools and methodologies.
• Hands-on experience with process mapping and modeling, and creating and validating process documentation.
• Understanding and application of process management standards and policies, and knowledge of applicable regulations and risk management practices.
• Demonstrated experience with utilizing various systems to collect and analyze data.

Skills

• Process Management & Issue Resolution: Minimum of 3 years of experience in business process analysis, design, or ownership, with demonstrated ability in issue management and documentation using tools such as ServiceNow (SNOW) or similar issue tracking systems.
• Life Insurance and Annuity Expertise: 4 or more years of comprehensive experience with life insurance and annuity products, including their associated processes and procedures.
• Risk & Control Frameworks: Over 1 year of practical experience with Key Risk Indicators (KRIs) and Key Performance Indicators (KPIs), and familiarity with basic risk metric programs.
• Data-Driven Communication: Excellent communication skills, with a proven ability to effectively convey complex information and create clear data visualizations to inform and influence business stakeholders. Includes leveraging data analytics to identify process inefficiencies and enhance operational effectiveness.
• Regulatory Acumen: A strong understanding of the life insurance regulatory environment and how it impacts life and annuity processes.
• Impact Analysis Proficiency: Demonstrated ability to conduct thorough upstream and downstream impact analyses for process changes.
• Process Documentation & Productivity Tools: Experience utilizing process mapping tools and proficiency with standard office productivity suites.

Benefits

• Comprehensive medical, dental, and vision plans.
• 401(k) and pension plans.
• Life insurance.
• Parental benefits and adoption assistance.
• Paid time off program with paid holidays plus 16 paid volunteer hours.
• Various wellness programs.
• Career path planning and continuing education to assist with professional goals.

Pay

The salary range for this position is $77,120 - $138,810. The actual salary may vary by location. Employees may be eligible for pay incentives based on overall corporate and individual performance at the discretion of the USAA Board of Directors.

USAA does not provide visa sponsorship for this role.