Business Professional with experience in leadership, project management, change management, risk management and agile methodology. Experienced in meeting key program deliverables. Background includes documenting processes, identifying and managing business risks, identifying opportunities to streamline business processes and leveraging technology to impact operations to improve productivity and performance.
Skills
Problem identification
Risk Assessments
Technical expertise
Agile Methodology
Risk mitigation planning
Decision Making
Process Improvements
Change Management
Strong attention to detail
Credit Card Products and Processes
Work History
Experience Owner Lead, 08/2016 to Current Adobe Systems Incorporated – San Jose, CA,
Identify and manage existing and emerging risks that stem from business activities and the job role.
Ensure 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 financial, regulatory, and operational risk management related to the experience, prioritizing closing any gaps or findings.
Leads and manages experience life cycle from conception to release, iteration and maintenance, while maintaining and prioritizing a backlog of experience, risk and process improvements to ensure delivery to experience expectations.
Leverages human-centered design methodology with key stakeholders, partners and process owners to drive design improvements for end users for high complexity, high risk and highly regulated experiences, processes and/or business deliverables.
Drives and influences key stakeholders towards a unified experience that serves Members', Employees and business needs, aligned to strategic outcomes in compliance with applicable regulatory requirements.
Establishes and monitors Key Performance Indicators (KPIs), member insights, and Key Risk Indicators (KRIs); ensures correct data and instrumentation for the experience and related processes; use data to improve experiences.
Leads Agile management rhythms across the experience taxonomy to drive cohesive decision-making and action.
Partners with process owners to ensure ongoing documentation and process certification and experiences which includes control plans, understanding the tools used in the respective process or experience, identification and measurement of metrics for success and adhere to applicable regulatory guidelines.
Identifies and manages existing and emerging CoSA and business process risks across all activities and ensures these risks are effectively measured, monitored and controlled.
Understands acceptable performance limits and establishes and leads management routines and control plans to monitor performance and react accordingly when the process is out of acceptable limits.
Understands primary regulations commonly applicable to regulated products and services.
Product Manager, 12/2013 to 08/2016 USAA Federal Savings Bank – City, STATE,
Identified and managed existing and emerging risks that stem from business activities and the job role.
Ensured risks associated with business activities are effectively identified, measured, monitored, and controlled.
Followed written risk and compliance policies, standards, and procedures for business activities.
Leveraged resources to gather analytics, competitive intelligence, and member information to support formulation of product strategy.
Participated in the development of product strategy recommendations.
Developed recommendations to launch new products or sales strategies and the evaluation and decision to buy/build or partner.
Acted as product SME on features and services and collaborates with business partners to provide recommendations.
Partnered with phone and digital teams on how to effectively use sales guides and provides education on products and services, including new offerings and enhancements to existing features.
Assisted in the identification and evaluation of potential providers for alliance relationships.
Provided support in developing, editing, and distributing product communications.
Conducted research on external market trends/design changes, financials, member information and/or transaction data for assigned products.
Held responsibility for coordinating with relevant control partners (to include Legal, Compliance, and Risk Management) to ensure product offerings are designed, implemented and managed in compliance with all applicable laws and regulations.
Interpreted performance results to inform product or sales forecast and planning.
Operational Change Manager, 08/2007 to 12/2013 USAA Federal Savings Bank – City, STATE,
Led team of Process Improvement Advisors to evaluate, plan and execute projects.
Recommended strategic and tactical solutions to drive execution of business improvements that impact productivity, processes, and financial performance.
Worked closely with business stakeholders to ensure deliverables remain focused on the purpose/intentions, and that the business is appropriately prepared for the changes being implemented.
Built and managed a high performing team by staffing, training, coaching, developing and manage performance.
Participated in the planning, research, analysis, development and implementation of complaints and member satisfaction action plans for improvements.
Bank Servicing Manager, 08/2002 to 08/2007 USAA Federal Savings Bank – City, STATE,
Led and managed a team of Credit Card Member Service Representatives who serviced Credit Card calls.
Drove business results and ensured employees provide appropriate Banking solutions to meet members needs.
Responsible for employee development through regular coaching and leadership routines.
Handled member escalations and makes appropriate decisions based on policies.
Maintained compliance with policies, procedures, and regulations by achieving compliance and risk mitigation goals.
Developed team communications and information for meetings.
Education
Associate of Arts: Business, Expected in 05/2002 University of The Incarnate Word - San Antonio, TX GPA:
High School Diploma: , Expected in 05/1992 St. Francis Academy - San Antonio, TX, GPA:
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