Krista Ambrosino
Phoenix
Summary
Personable and strategic thinker with talent for identifying opportunities and driving solutions. Possesses deep strong skills in cross-functional team leadership and data-driven decision making. Committed to delivering impactful product solutions that drive growth and member satisfaction.
Overview
18
18
years of professional experience
Work History
Product Management Manager
USAA
10.2022 - Current
- Influence high-level strategic decision-making by presenting data-driven insights to executive leadership
- Facilitate cross-departmental communication to align product strategy with overall company goals, fostering greater cohesion among different functional areas
- Maintain strong relationships with stakeholders across the consumer lending ecosystem
- Spearhead process improvements to reduce member friction and increase efficiency
- Collaborate with Agile teams to enhance products and influence prioritization of work in the backlog
- Leverage deep knowledge of highly technical decision engine rules to help align product and credit risk strategies
- Engage with external vendors to analyze product offerings and influence build vs. buy decisions
Manager of Business Process Owners
USAA
12.2020 - 10.2022
- Led a high performing team of Business Process Owners, who were responsible for the successful execution of business initiatives in the consumer lending and credit card underwriting space
- Drove collaboration with Credit Risk, Compliance, and Legal partners to implement strategic changes in support of regulatory requirements and process optimization
- Provided strategic management of initiatives impacting the consumer loan and credit card portfolio
- Oversaw all team projects, issue management activities, control validations, and process execution
- Led multiple projects to drive execution of complex risk strategies, create efficiencies, and reduce cycle times
- Enhanced internal customer satisfaction by soliciting feedback, maintaining open lines of communication, and ensuring high-quality process delivery
Bank Operations Manager
USAA
12.2019 - 12.2020
- Led a cross-functional and geographically dispersed team responsible for fulfilling consumer loans; through use of effective coaching, increased team’s average quality by 5% while maintaining efficiency metrics
- Evaluated existing workflows to identify areas for improvement, resulting in increased process efficiency across multiple operational functions
- Managed daily loan fulfillment activities for optimal performance, ensuring tasks were completed within SLA
- Partnered with Vendor Management to ensure the business’ interests and feedback were addressed by the expectations set with offshore Funders
- Revised and communicated the department’s performance management process guidance to align with organizational terminology and include relevant success measures
Human Resources Business Partner
Accolade
12.2017 - 11.2019
- Served as a strategic advisor and partner to diverse functional groups, supporting efforts to align the people strategy to business priorities
- Coached managers on effective employee relations strategies to address workplace conflicts proactively
- Resolved complex employee relations issues to promote a healthy workplace culture
- Participated in full cycle of recruiting, hiring, and onboarding new employees
- Partnered with Compensation Advisor to update the pay for performance strategy and provided training and support for business leaders
- Re-designed the performance management process, emphasizing performance accountability, leadership support, and effective employee coaching
- Led a project to revise the performance calibration process across business units, saving leaders and HRBPs over 60 hours of labor per quarter
Employee Relations Advisor
USAA
05.2016 - 12.2017
- Collaborated with leadership to influence employee relations practices
- Consulted with business partners and leaders to provide guidance, oversight, and communication on employee relations policies
- Facilitated educational house-calls for newly onboarded leaders and hosted ongoing calibration sessions to address individual business needs
- Met with executive business leaders on a regular basis to provide insight into their groups' retention metrics, attrition trends, and employee feedback themes
Real Estate Underwriting Manager
USAA
09.2015 - 05.2016
- Led a team of underwriters responsible for underwriting Conventional, IRRRL, and VA mortgage Loans
- Maintained compliance with regulatory requirements by staying informed about industry changes
- Led efforts to screen, interview, and hire third party contractors to augment internal mortgage underwriting operations
- Built strong relationships with partners across real estate lending
Property and Casualty Insurance Sales Manager
USAA
12.2013 - 09.2015
- Led teams of licensed insurance agents who originated and serviced policies to achieve organizational objectives
- Effectively linked department and corporate goals with employees’ individual performance to motivate team members to perform to their highest potential
- Strategically managed employee schedules to maximize call center effectiveness
- Resolved member escalations and written complaints in a timely manner
- Calibrated with peers on effective performance management practices
FSB Underwriter
USAA
05.2007 - 12.2013
- Using established parameters and judgment-based analysis, rendered decisions on complex consumer loan and credit card applications
- Documented credit decisions and provided evidence of compliance with applicable regulations
- Provided excellent service to originations representatives by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions
- Facilitated multiple training classes for newly hired and cross-skilling Underwriters
Education
Project Management Professional (PMP) -
Project Management Institute
11.2021
Chartered Property Casualty Underwriter (CPCU) -
The Institutes
12.2016
Master of Science -
Business Administration
05.2013
Skills
- Data-informed decision making
- Cross functional leadership
- Project management
- Workflow optimization
- Process development
- Strategic product vision
Timeline
Product Management Manager
USAA
10.2022 - Current
Manager of Business Process Owners
USAA
12.2020 - 10.2022
Bank Operations Manager
USAA
12.2019 - 12.2020
Human Resources Business Partner
Accolade
12.2017 - 11.2019
Employee Relations Advisor
USAA
05.2016 - 12.2017
Real Estate Underwriting Manager
USAA
09.2015 - 05.2016
Property and Casualty Insurance Sales Manager
USAA
12.2013 - 09.2015
FSB Underwriter
USAA
05.2007 - 12.2013
Master of Science -
Business Administration
Project Management Professional (PMP) -
Project Management Institute
Chartered Property Casualty Underwriter (CPCU) -
The Institutes
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