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Director, Program Manager - Bank Complaints Governance

Company: USAA
Location: Charlotte
Posted on: August 7, 2022

Job Description:

Purpose of JobUSAA is looking for an experienced, energetic, and highly motivated Director to serve as the Program Manager for the Bank Complaints Governance Team. The Director will be responsible for the execution of an efficient and effective Complaints Governance Program including the development and integration of multiple business programs and associated projects to achieve strategic business goals and operational objectives.

This is a Hybrid position in one of the following locations: San Antonio, TX; Charlotte, NC; or, Phoenix, AZ.

Leads and handles resources for efficient and effective program management. Responsible for development and integration of multiple business programs and associated projects to achieve strategic business goals and operational objectives. Responsible for departmental program oversight to include assigning individual program manager responsibilities and identifying and resolving appropriate business plan and integration issues.Job RequirementsAbout USAAUSAA 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.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.
  • Responsible for communicating with program executive, senior and functional area management across USAA to plan and run the departmental program and ensure the effectiveness of the program organization.
  • Responsible for running the overall program road map and priorities, budget and benefits
  • Mentors Program Managers in developing business strategies, identifying benefits and defining alternatives across departmental programs and across USAA programs.
  • Leads multi-million-dollar complex, strategic programs/ portfolios.
  • Leads organization wide efforts to include facilitation, process, program and organizational improvements.
  • Keeps abreast of industry trends and standard methodologies and provides coaching and training to program managers.
  • Leads a highly matrixed environment and builds and maintains relationships with senior level executives. Builds and supervises a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
  • Ensures compliance with company and regulatory policies and procedures
  • Adheres to EPMO processes, procedures, controls, standards, tools and templates (as required)
  • Adheres to governance demand required for work effort
  • Drives the adoption and sustainment of changes within the organization in compliance with USAA's Change Management framework.Minimum Requirements:
    • 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 project and/or program management experience, including experience defining a new program and/or leading large scale projects.
    • 3 years of direct team lead or management experience.
    • Experience in program management and execution experience delivering complex work efforts working with Waterfall and Agile methodologies.
    • Advanced understanding of risk management policies and procedures.
    • Comprehensive knowledge of program management methodology and techniques; program performance evaluation and organizational change principles.
    • Extensive experience developing, maintaining and reporting on large cost project/program budgets.
    • Strong intuition for business and/or demonstrated learning agility to quickly increase business expertise.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 be able to change your responses.Preferred Experience:
      • 5+ years recent experience in complaints program management in a large retail bank environment
      • 5+ years recent experience in executing and/or leading Risk Control Self Assessments (RCSAs), issue management, and process efficiency programs
      • Proven ability to influence change and collaborate with all levels of management
      • Must possess strong analytical, organizational, and problem-solving skills
      • Experience with communicating and presenting key concepts to senior leadershipThe 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: $117,600-$211,700*.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:Relocation assistance is not available for this position.

Keywords: USAA, Charlotte , Director, Program Manager - Bank Complaints Governance, Executive , Charlotte, North Carolina

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