Joel G. Villarreal
San Antonio,TX
Summary
Over 20 years of combined program management, project management, change management, sales, and customer service experience with a demonstrated ability to work jointly with business leaders. Full understanding of development and implementation of initiatives ensuring processes introduced or improved are relevant, innovative, and compliant with Federal and state specific guidelines. Well-versed in building positive relationships with customers and other stakeholders. Strong requirements gathering, scope development and inventory coordination abilities. Skilled at overseeing complex, high-value technical projects with excellent planning competencies. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Program Project Manager
USAA Federal Savings Bank
San Antonio, TX
02.2009 - 03.2021
- Executed and supported large/complex multi-product discretionary and non-discretionary Waterfall, Agile, Investment business initiatives and process improvement projects through each phase of the project lifecycles while partnering with Sponsors, Stakeholders and Control Partners resulting baselining and locking project scope requirements for new and/or improved processes compliant with state and federal laws & regulations.
- Regular collaboration with Legal, Compliance, Business SMEs, Experience Owners and department Directors, obtaining required sign-off to publish improved and/or newly created processes and procedures in support of completed internal projects.
- Lead projects involving the completion of Remediation/Compliance opportunities implementing new automated/manual controls in partnership with Legal/Compliance, Process Owners (PO), Experience Owners (EO), Subject Matter Expert’s (SME’s), Business Risk & Controls (BRC) Teams, Agile Teams, Training Team, Information Technology (IT) and Bank Business Information Analytics (BBIA) Reporting Team base.
- Liaised with EO’s and Process Engineers during 2-year department end-to-end process review, gathering and analyzing statistics resultant in the establishment of new and/or improved, repeatable & reproducible compliant processes.
- Proactively lead impacts analysis and development of business change plans by identifying and mitigating risks, dependencies, business opportunities, impacted audiences and systems resulting in data-driven recommendations to department leadership lending to improving overall operational effectiveness.
- Consistent collaboration with department Agile and Bank IT departments documenting system requirements, risk assessments, business case approvals, funding adjustments, change requests and resource allocation realizing automated outputs and establishment of new department applications.
- Prepared proposals, presentations, mapped processes, timelines, milestones, budgets, defined project scope and acquired resources resultant in effective completion of projects from intake through close to include project Conception / Initiation, Definition / Planning, Launch / Execution, Closure / Governance, and project post-mortem.
- Produced effective Change Management Plans outlining approach to organizational changes and defining departmental impacts resulting in managed, thorough, and controlled communication to impacted internal organizations and/or outgoing correspondence to external customers.
- Provided program oversight of Project Managers (PMs) who maintained multiple department wide projects within operational experiences impacting internal and external processes & procedures, ensuring alignment to department tactical and strategic goals.
- Partnered in creating training deck for all incoming program PMs ensuring efficient, thorough, and successful onboarding experience providing annual pipeline of 10 additional PMs, each deployed to discretionary and non-discretionary experiences.
- Effectively executed Lean Six Sigma discipline/methodology and tools subsequently reducing and/or eliminating waste and manual methods resulting in innovative, automated, more efficient, modernized IT processes reducing member inbound call volumes and increasing employee effectiveness.
- As project lead, maintained feature and deliverable updates communicating project updates for Sponsors, Stakeholders, Process Owners, and executive leadership.
Real Estate Originations Specialist I
USAA Federal Savings Bank
San Antonio, TX
06.2001 - 02.2009
- Lead facilitator, trainer, and mentor for Home Equity (HE) originations in San Antonio and Phoenix offices resulting in 30 new fulltime HE employees in addition to cross-skilling existing mortgage loan origination representatives, subsequently increasing the booked ratio of USAA’s Home Equity product.
- Subject Matter Expert for San Antonio and Phoenix Helpline/Contact Support providing call quality coaching and guidance, ensuring team members understood tasks performed supported the corporate operating state and mission.
- Specialized in understanding Mortgage and Home Equity products ensuring suitable and accurate solutions were consistently delivered to prospective members in Every Call Counts outbound campaign.
- As a Subject Matter Expert provided call quality coaching and guidance, ensuring team members understood functions performed support department key performance indicators.
- Performed as a Referral Subject Matter Expert with USAA Partnerships, directed peers on how to implement new sales techniques subsequently increasing breadth and depth of Member relationships across enterprise.
- Provided regular communication to teams ensuring counterparts maintained an increased knowledge of competitor bank / lending products.
- Collaborated with USAA’s Wealth Management and Bank Select departments with a focus of increasing member breadth and depth of bank products per household.
Skills
- Project Scope Identification
- Lean Six Sigma Discipline
- Waterfall & Agile Methodologies
- Process Mapping
- Root Cause Analysis Business
- Strategy Forecasting & Implementation
- Requirement Gathering
- Technical Writing
- Microsoft Project
- Certified Project Management
- SharePoint
- Clarity (EPMO System)
- Slack
- Salesforce
- Request Tracker
- Video Conferencing Software
- Zoom
- Budgeting
- Milestone / Deliverable Identification & Tracking
- Subject Matter Expert
- Qualify Management
- Risk Mitigation
Accomplishments
● Leadership Aptitudes
● Time Management
● C-Suite Presentation & Collaboration
● Integrity Sales
● Regulatory Compliance
● Problem Solving
● Training Facilitation
● Process Improvement
● Change Management
● Mentor & Peer Development
● Conflict Resolution
● Team Motivator / Influencer
● Program Project Management
Working knowledge of:
Regulatory and compliance management rules and regulations to include:
- Truth in Lending Act (TILA) / Regulation Z
- Servicemember Civil Relief Act (SCRA)
- Military Lending Act (MLA)
- Equal Credit Opportunity Act (ECOA) / Regulation B
- Fair Credit Reporting Act (FCRA)
- Unfair, Deceptive, Abusive, Acts or Practices (UDAAP)
- Federal Deposit Insurance Corporation (FDIC)
- Consumer Financial Protection Bureau (CFPB)
- Office of the Comptroller of the Currency (OCC)
Certification
- BACHELOR OF ARTS - Organizational Development - In Progress | Texas A&M University San Antonio
- CERTIFIED PROJECT MANAGER (CPM) - Program Management Leadership Group, Inc
- LEAN SIX SIGMA GREEN BELT | USAA
- CHANGE MANAGEMENT CERTIFICATION (PROSCI) | USAA
- SIX SIGMA YELLOW BELT | USAA
AWARDS & RECOGNITION
- Presidents Club Recipient - Achieving Optimal Performance and Productivity
- Employee of the Quarter - Multiple Time Recipient
- Employee of the Month - Multiple Time Recipient
Additional Information
- Founding member of Texas Real Estate Investment Collaborative
- Business Consultant for local start-ups
- Strategic advisor for local non-profit
- Co-lead 4-month student missions' expedition in Central America
TOP 5 GALLUP STRENGTHS
- Strategic
- Relater
- Self-Assurance
- Futuristic
- Includer
Timeline
Senior Program Project Manager
USAA Federal Savings Bank
02.2009 - 03.2021
Real Estate Originations Specialist I
USAA Federal Savings Bank
06.2001 - 02.2009