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
Phoenix, AZ
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
Phoenix, AZ
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
Phoenix, AZ
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
Scottsdale, AZ
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
Phoenix, AZ
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
Phoenix, AZ
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
Phoenix, AZ
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
Phoenix, AZ
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