Executive, Real Estate Lending Operational Excellence & Technology Development

Job description

Purpose of Job

Accountable for the overall strategy, direction and management of the delivery of the member experience and/or business deliverables and the distribution of products and services across all channels. Creates strategic focus on world class member and employee experience, exceptional service and relationship building. Collaborates across respective line of business and other USAA business lines to ensure world class experiences that meet member and employee needs are delivered consistent with strategic intent. Aligns functional teams to work across disciplines and channels to deliver on service expectations, production goals and profit targets. Acts as a thought leader on managing through agile methods to increase member value, time to value and to optimize cost to serve. Partners with USAA executives to ensure current and future requirements are met.

Responsible for leading a team of Experience Owners who are accountable for documenting, enhancing, and managing the risk and compliance features of the end to end Fulfillment processes. Lead process improvement initiatives and design thinking sessions that are needed to drive continuous achievement of a scalable, efficient, and compliant operating model. Develop a robust process improvement framework that includes the critical steps from concept visualization through implementation. Collaborate with Production Executives for Sales, Fulfillment and Capital Markets to continually enhance the Real Estate Operating model that will deliver a best in class member experience. Identifies and manages existing and emerging risks that stem from business activities across the end to end mortgage lifecycle. Proactively manages execution of key process improvements that will drive higher productivity, adhere to the Risk Management Framework and deliver an enhanced member experience.

Coordinate all feature development with the Agile Program Management team and collaborate with peers to affect the appropriate prioritization for each Planning Increment (PI). Oversee business management of all third-party vendor contracts to ensure strict compliance with Third Party Risk Management standards. Proactively identify third party vendors that can drive increased process efficiency or reduction in cost to originate. Collaborate with first- and second-line partners to ensure that risk and compliance issues are proactively identified, key controls are implemented, and processes are well designed and documented.

Job Requirements

* Collaborates across USAA business lines to ensure world class experiences/business deliverables delivered with consistent strategic intent
* Aligns functional teams to work across disciplines and channels to deliver service expectations, production goals, and profit targets
* Accountable for overall risk mitigation and compliance with applicable laws and regulations
* Utilizes the experience-focused and human-centered design mindsets to develop need/portfolio vision, values, goals, outcomes, and evaluation methods
* Accountable for more complex, far-reaching experiences within a broad portfolio
* Acts as a thought leader managing through Agile methods to increase member value, time to value, and to optimize cost to serve
* Accountable for delivery of member, relationship and product production working with marketing and channel partners
* Partners with the product line to position products and segment members to ensure optimal member value and long-term value for the association
* Manages change capacity to optimize member benefit and business performance
* Monitors industry trends and member insight as an input to current enhancements of member value proposition and/or development of new value propositions
* Sets direction for distribution plan working with established service level and financial guardrails to create a sustainable growth plan for the product line and the broader business

Minimum Requirements:

Minimum Education:

* Bachelor's Degree
* 4 additional years of related experience beyond the minimum required may be substituted in lieu of a Degree

Minimum Experience:

* 10 or more years of progressive related experience developing strategies, managing major initiatives and delivering results within a complex matrix environment required
* 6 years or more years experience in a leadership role
* Proven experience leading change and driving innovation
* Demonstrated understanding of customer experience management as a business philosophy
* Proven leadership and a passion for developing talent
* Willingness to put the team and the mission first, before self
* Knowledge of federal laws, rules, regulations, and applicable guidance to include: OCC Heightened Standards, HMDA, TILA/REG Z, RESPA, FDPA, UDAAP/UDAP, BSA/AML, Reg B

Preferred Experience:

* 10 years of experience as a Mortgage Operations Executive responsible for Processing, Underwriting and Closing in a high volume, Consumer Direct or Retail bank or independent mortgage company
* 10 years of people leadership experience in building, managing and/or developing high-performing teams
* Deep understanding of operating P&L and high level of fluency in developing process and technology related Cost Benefit Analysis
* Highly analytical with experience leveraging different types of data to form hypotheses, test those hypotheses and ultimately build a recommended strategy
* Strong strategic thinker with track record of developing and implementing strategies that thoughtfully consider and balance industry and competitive dynamics, customer insights and commercial implications

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: $155,400 - $279,800

Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.

Long Term Incentive Plan: Cash payment for Executives only representing a cash payment which is both time and performance based

Stipend: As an EMG Member, you will receive an annual stipend (amounts determined by level) which will be paid in quarterly installments.

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.

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USAA Total Rewards

Relocation assistance is available for this position.