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Director, Bank Omnichannel Call Center Tools (Remote Optional)

Company: USAA
Location: Rowlett
Posted on: November 16, 2020

Job Description:

Purpose of Job

We are seeking a talented Director - Bank Omnichannel Call Center Tools for our Plano, TX or San Antonio, TX facility. This person may also sit remotely in a 100% Remote Work Environment.

The Director for Bank Call Center Tools will be responsible for the technology solution for reimagining the call center tools for the bank. This leader will own accountability for the associated Call Center Tools technology strategies, planning, and execution. This leader will also establish and maintain strong relationships with internal IT customers and business leaders and functional heads to understand their business needs; and ensure service delivery requirements are met and aligned with enterprise strategies. This position is also responsible for aligning staffing and geography strategies to efficiently deliver business solutions, and effectively manage the IT budget, and find ways to reduce costs. Partnership with Enterprise and Business organizations to deliver optimal solutions is crucial to the success of this position.

Advises executive management and multiple teams, and provides high level consulting and influence on business initiatives. This position acts as an operational delegate of EMG (Executive Management Group). Directs, plans, and organizes activities of professional and administrative staff engaged in providing information technology services. Provides for technical leadership in the plan, design, development, testing, implementation, or maintenance of business solutions. Leads and directs change management, process improvement, or technical support initiatives cross-departmentally and within assigned unit. Provides long- and short-term strategic direction and analytical support and directs business plan development to execute initiatives

Job Requirements

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. In each of the past five years, we've been a top-40 Fortune 100 Best Companies to Work For, and we've ranked among Victory Media's Top 10 Military Friendly Employers 13 years straight. We embrace a robust veteran workforce and encourage veterans and veteran spouses to apply.

ABOUT USAA IT

Our most important qualification isn't technical, it's human. Here, we don't just sit in front of a screen. We stand behind our 12 million members who rely on us every day.

We are over 5,000 employees strong, a passionately supportive and collaborative team built on agile principles. We've been a top-two Computerworld 100 Best Places to Work in IT five years in a row and were recently named a Top 50 Employer for Minority Engineers & IT by Workforce Diversity Magazine.

See what it's like to work for a company where your passion meets our purpose:

USAA Information Technology: A Realistic Preview (https://www.youtube.com/watch?feature=player_detailpage&v=BefdTd4hu9U)

PRIMARY RESPONSIBILITIES

* HUMAN RESOURCES: Second level people management responsibilities including hiring, termination, performance management and pay management.

* Provides formal and informal training and coaching to units/teams in expected behavior and activities.

* Monitors and tracks progression of unit goals and objectives.

* DOMAIN: Operational Management (Day-to-Day): Accountable for the day-to-day operation of technical domains.

* Relies heavily on seniors and leads within their respective teams for functional execution.

* Regularly identifies, monitors and evaluates key metrics to ensure health and progress within respective domains.

* Anticipates and responds appropriately to new demands, priorities, challenges, or obstacles.

* Advises executives and/or senior directors in defining organizational goals and strategic plans.

* FINANCIAL MANAGEMENT: Each Director is expected to manage and forecast unit level expenses which may include department allocations, Product/Component, 3rd Party, project/program, software and vendor expenses.

* CUSTOMER RELATIONSHIP MANAGEMENT: Effectively manages relationships with IT and Business teams (cross-functionally) on operational and strategic efforts.

* Builds relationships and influences leadership outside of respective departments.

* Identifies and leads cross-departmental improvement efforts.

* Makes significant impacts external to their primary department.

* Self identifies improvements and leads initiatives in partnership with other I/T departments.

* VENDOR RELATIONSHIP MANAGEMENT: Manages and leverages the relationship with 3rd Party vendors to ensure achievement of domain objectives.

* May be responsible for vendor management activities including service agreements, staff augmentation and technology contracts.

MINIMUM REQUIREMENTS

* Bachelor's degree required, or 4 additional years of related experience beyond the minimum required in lieu of a degree.

* 8 or more years of experience in a business, analytical or technology support function to include 5 or more years as a team lead or manager in a relevant business function or technology environment.

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

* 5 years technical leadership experience

* 2 years of experience with Business Process Management technologies such as Appian, Pega, and Salesforce BPM

* Experience with SAFe/Agile

* Experience supporting delivery and maintenance of application/infrastructure software, including Cloud

* Experience leading software development teams

* Experience with large application modernization efforts

* Experience with integrating vendor applications

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 packages 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 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 managers approval prior to posting.

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

Keywords: USAA, Rowlett , Director, Bank Omnichannel Call Center Tools (Remote Optional), Other , Rowlett, Texas

Click here to apply!

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