FELIX MACHUCA
Helotes,TX
Summary
Business Advisor Senior and Project Management Professional with 23 years of USAA experience across Banking, Risk, Fraud, Financial Crimes, P&C, QA/QC, and Operations. Expert in business planning, process optimization, risk mitigation, regulatory alignment, and cross-functional delivery. Proven ability to identify compliance and profit-growth opportunities, lead complex initiatives, develop business rules and requirements, and influence executive-level decisions. Strong background in operational reporting, risk metric management, control testing, and remediation. Advanced communicator skilled in translating technical requirements into business-ready guidance. Experienced in Agile, SAFe, JIRA, and risk and compliance frameworks.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Bank Business Advisor Senior
USAA
San Antonio, TX
01.2020 - 2026
- Identifies compliance, operational, and profit-growth opportunities by analyzing processes, business rules, and risk indicators; provides recommendations that improve business viability and reduce member, financial, and reputational risk.
- Leads business planning activities, including scoping, requirements development, and documentation of business decisions for complex, cross-functional initiatives.
- Develops and refines business rules, requirements, and artifacts to support modernization, remediation, and regulatory-aligned delivery.
- Supported a multi-year modernization of USAA’s common banking services platform, coordinating technology teams, managing dependencies, and aligning executives on scope, risks, and delivery expectations.
- Managed Classic-to-Talon migration efforts, converting complex features into actionable user stories, improving backlog readiness, and increasing delivery predictability.
- Directed a portfolio of credit card remediation projects, ensuring alignment with regulatory expectations, risk controls, and business requirements. Maintained a 100% ahead‑of‑plan close rate for all issue‑related work.
- Business Optimization & Planning
- Project Leadership & Delivery
Bank & P&C Supervision and Quality Controls (QC) Advisor / Quality Assurance (QA)
USAA
San Antonio, TX
01.2017 - 01.2020
- Led remediation initiatives targeting high-risk manual processes; identified control gaps, coordinated corrective actions, and strengthened compliance across business lines.
- Developed dashboards and performance monitoring tools that improved visibility into emerging risks and audit readiness.
- Conducted supervisory review projects analyzing MSR servicing calls; insights drove process improvements that reduced repeat errors by 46%.
- Designed and delivered cross-functional training to standardize sales practices, reduce variability, and mitigate legal exposure.
- Supported operational teams by identifying workflow inefficiencies and recommending process enhancements.
- Risk, Quality & Remediation
- Process Improvement & Training
Property & Casualty Contact Center Senior Specialist
USAA
San Antonio, TX
01.2003 - 01.2017
- Led frontline service improvement initiatives, resolving complex member issues with accuracy and compliance alignment.
- Directed seasonal sales optimization projects using historical pattern analysis to improve coverage conversations and retention.
- Participated in workflow improvement efforts across Claims, Billing, New Member Solutions, and Catastrophe Operations, building deep end-to-end operational expertise.
- Operational Excellence & Member Experience
Education
MS - Organizational Development & Leadership
University of the Incarnate Word
BA - Business Administration
University of the Incarnate Word
Skills
- Business Planning & Optimization
- Risk Identification & Mitigation
- Regulatory & Compliance Alignment
- Process Improvement & Workflow Redesign
- Project Management
- Business Rules Development
- Root Cause Analysis & Diagnostics
- Operational Reporting & Trend Analysis
- Control Testing & Audit Support
- Cross-Functional Stakeholder Engagement
- Agile / SAFe / Hybrid Deliver
- Executive Communication & Reporting
- Quality Assurance & Quality Controls
Certification
- Project Management Professional (PMP)
- SAFe Certified Agilist (6.1)
Timeline
Bank Business Advisor Senior
USAA
01.2020 - 2026
Bank & P&C Supervision and Quality Controls (QC) Advisor / Quality Assurance (QA)
USAA
01.2017 - 01.2020
Property & Casualty Contact Center Senior Specialist
USAA
01.2003 - 01.2017
BA - Business Administration
University of the Incarnate Word
MS - Organizational Development & Leadership
University of the Incarnate Word