FELIX MACHUCA
San Antonio
Summary
Risk and controls professional with 4+ years of experience supporting operational and compliance risk management within Credit Card Servicing and regulated financial services environments. Proven ability to perform risk assessments, evaluate control effectiveness, analyze trend data and risk indicators, and recommend mitigation strategies aligned with business priorities and risk appetite. Experienced coordinating cross-functional initiatives through IT Agile transformation efforts and communicating risk insights to stakeholders and leadership.
Results-driven business advisor with strong analytical and strategic planning skills. Proven track record in driving growth, optimizing operations, and fostering team collaboration to achieve business objectives. Adaptable to evolving challenges and reliable in delivering impactful solutions. Known for excellent communication, leadership, and problem-solving abilities.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Bank Senior Business Advisor
USAA
02.2020 - Current
- Identified, assessed, documented, and remediated management-identified gaps (MIGs) to effectively manage operational and compliance risks.
- Facilitated risk assessments in partnership with business stakeholders and legal compliance teams to identify and mitigate risks arising from new processes and technology changes during agile transformation initiatives.
- Conducted comprehensive risk assessments to ensure alignment of mitigation strategies with organizational risk appetite and priorities.
- Managed issue lifecycle tracking and remediation efforts, implementing agile methodologies to uphold compliance and resolve risks effectively.
- Interpreted performance metrics and trend data to derive analytical insights, facilitating effective risk-based decision-making processes.
- Presented detailed findings from risk assessments, outlining issue status and mitigation progress to stakeholders and leadership through consistent reporting and governance forums.
- Established and upheld documentation and control procedures to enhance oversight capabilities and ensure readiness for audits.
- Analyzed and documented features and user stories in Jira, embedding risk and compliance factors into comprehensive solution design.
- Coordinated cross-functional efforts to uphold prioritization and keep risk-related projects on track.
Supervision & Controls Advisor / Bank QA Sr.
USAA
01.2017 - 01.2020
- - Provided oversight of high-risk manual processes (HRMPs) to meet compliance and regulatory requirements, identifying deficiencies and implementing controls to reduce exposure to acceptable tolerance levels.
- - Conducted root cause analysis and error trend analysis to improve product and process performance and reduce recurring control failures.
- - Developed and published monthly trend reporting in collaboration with data analytics teams and experience owners, translating findings into actionable improvement plans.
- - Drafted and maintained procedures and documentation supporting consistent execution and audit readiness.
- - Supported Agile-based execution through shared accountability, control documentation, and content management.
Property & Casualty Contact Center Senior Specialist
USAA
01.2003 - 01.2017
- - Delivered best-in-class member onboarding and financial guidance through needs assessment and product recommendations while maintaining high quality and technical accuracy.
- - Served as subject matter expert supporting complex escalations through documented procedures and extensive Property & Casualty knowledge.
- - Supported process improvement initiatives, cross-team change implementations, claims exposure, billing operations, and Hurricane Internal Catastrophe Unit support.
Education
M.S. - Organizational Development and Leadership
University of The Incarnate Word
San Antonio, TXB.A. - Business Administration
University of The Incarnate Word
San Antonio, TXSkills
- Risk Management
- Risk Assessments
- Operational & Compliance Risk
- Controls Design, Documentation & Testing
- Issue Management
- Risk Indicators & Trend Analysis
- Risk Reporting & Governance Support
- Cross-Functional Collaboration
- Stakeholder Management
- Program & Project Coordination
- Agile / SAFe
- Jira
- Microsoft Excel
- PowerPoint
- Process Improvement
Certification
- SAFe Certified Agilist (SA)
- Project Management Professional (PMP) — (Active)
Timeline
Bank Senior Business Advisor
USAA
02.2020 - Current
Supervision & Controls Advisor / Bank QA Sr.
USAA
01.2017 - 01.2020
Property & Casualty Contact Center Senior Specialist
USAA
01.2003 - 01.2017
M.S. - Organizational Development and Leadership
University of The Incarnate Word
B.A. - Business Administration
University of The Incarnate Word
RISK ANALYST / OPERATIONAL RISK & CONTROLS
BANKING & INSURANCE | CREDIT CARD SERVICING