Jose Delgado
Houston,TX
Summary
Dynamic and visionary executive with over 25 years of experience leading organizations to sustained growth, efficiency and profitability. Demonstrated expertise in strategic planning, operational efficiency, and stakeholder engagement. Proven ability to drive innovation, inspire teams, and deliver measurable results. Adept at managing change and fostering a culture of excellence.
Overview
31
31
years of professional experience
Work History
Chief Banking Officer
TDECU
Houston, TX
03.2022 - 08.2024
Chief Banking Officer
TDECU
Houston, TX
03.2022 - 08.2024
- In my role as Chief Banking Officer at TDECU, I provided strategic and operational leadership for consumer banking, lending, and small business services
- I was responsible for designing and implementing core deposit, lending, and payments product offerings to drive growth and ensure a positive service experience for our members
- As CBO, my responsibilities encompassed overseeing all branch operations (36 branches), Call Center operations, Card Services, Financial Assistance (Collections & Recoveries), the Real Estate Department (originations and servicing), and both (consumer and commercial) Direct and Indirect Lending
- Key achievements during my tenure included re-establishing the indirect lending program, which drove total loans to over 100% loan-to-share ratio within 1.5 years
- Additionally, I launched a solar lending program that reached $35 million in just 10 months
- These lending initiatives, combined with a strong sales and cross-selling strategy, contributed to a 20% increase in membership and an 35% asset growth over the aforementioned time period
- Notable accomplishments include: Cultivated a sales and service culture focused on driving relationship-based selling and an optimal banking experience for members
- Transformed the Collections Department into a proactive 'Financial Assistance Department,' reducing loan losses and exceeding monthly loan recovery goals
- Redesigned the Call Center to maximize cross-selling opportunities and enhance digital servicing expanding hours of operation and also reduced operating expenses by over 12%
- Led comprehensive asset liability management processes to balance risk, profit margins, and liquidity effectively
- Participated in the ALCO to ensure successful management of risk/profit margins
SVP Branch Services
VyStar Credit Union
Jacksonville, Area
01.2019 - 03.2022
- Led the transformation of VyStar's branch network to deliver exceptional member experiences, managing rapid growth and digital adoption
- Successfully managed the VyStar at Work Program, ensuring seamless operations and exceptional service delivery
- Built a high-performing organization renowned for delivering exceptional value and service to members
- Grew deposits from $125M to $300M, consistently surpassing industry benchmarks during my tenure in areas such as ROA, loan and deposit growth, asset quality, and efficiency
- Fostered a culture that prioritized employee value and a positive work environment, significantly reducing turnover and consistently exceeding employee engagement survey score (Gallup) goals
- Enhanced organizational efficiency by reducing operational expense ratios from 75 to 55 in the branch and contact center channels
- Introduced a Net Promoter Score (NPS) feedback system to improve member satisfaction and loyalty
- Strategically optimized the branch network, extending into new communities, including central Florida and Southeast Georgia
- Strengthened partnerships with Credit Union Service Organizations (CUSOs), enhancing member services and operational efficiencies
- Consistently achieved strong CAMEL ratings from NCUA examiners
SVP/Chief Retail Officer
Golden 1 Credit Union
Sacramento, Area
11.2015 - 01.2018
- Lead the efforts to enhance Golden 1's value to its members by driving member solutions, service, and promotion of our products and service through our various delivery channels
- Drove a culture of exceptional contextual engagement and member experience through digital delivery capabilities, the branch network, the contact center, and financial services (insurance and investment) delivery, and with a focus on strengthening members' relationships with Golden 1
- Lead the planning and implementation of strategic, geo-market-based plans to grow membership, loan production, and product penetration while providing added value and convenience to our members
- Directly responsible for 75% of all resources for this $17 billion credit union
- Responsibilities and areas of operation included: Close collaboration with the Board of Directors on strategic planning, budgeting, monthly meetings, and overseeing the election process leading up to the annual meeting
- Maintained strong partnerships with the Chief Financial Officer and In-house Counsel to ensure daily operational excellence
- Resolved large-scale operational challenges within the credit union footprint
- Successfully addressed compliance issues with mandates from the NCUA and the California Department of Financial Institutions, stabilizing operations impacted by prior administrations
- Led initiatives to rewrite operational procedures, implement comprehensive staff training, and stabilize the management team by reducing turnover and addressing external disruptions
- Streamlined operations by eliminating costly third-party contracts and bringing critical functions back in-house
SVP, Manager Branch Delivery Strategy
Bank of Oklahoma
Tulsa, OK
08.2014 - 11.2015
- Led the development and execution of a branch delivery strategy at Bank of Oklahoma, optimizing distribution channels for a best-in-class customer experience
- Oversaw branch, ATM, in-store, web, and digital channels across a 7-state bank footprint, ensuring efficiency and effectiveness
- Achieved significant improvements in customer satisfaction and operational efficiency through strategic planning and execution
Senior Vice President and Chief Operations Officer
TransFund
09.2011 - 08.2014
- In my role at TransFund, I provided strategic direction for Operations, Card Services, and ATM Deployment
- Led initiatives to enhance business growth and operational excellence through new product development and vendor relationship management
- Managed vendor relationships to drive business growth
- Oversaw new product development initiatives
- Provided strategic direction for Operations, Card Services, and ATM Deployment
Vice President - Group Operations Manager
BBVA Compass
01.2010 - 09.2011
- Critical functions included: Operational Oversight: Directed day-to-day operational activities to ensure compliance with bank policies, regulatory requirements, and industry standards
- Strategic Planning: Developed and executed operational strategies aligned with business objectives, driving improvements in service delivery, cost reduction, and overall efficiency
- Team Leadership: Managed and mentored a high-performing team of operations professionals
- Process Improvement: Analyzed workflows to identify areas for optimization, spearheaded process reengineering initiatives, and introduced automation solutions to streamline operations
- Risk Management: Identified and mitigated operational risks through robust monitoring of key risk indicators and ensured timely resolution of audit findings and regulatory concerns
- Customer Service: Oversaw customer-impacting operational functions, ensuring seamless transaction processing and account servicing to maintain high customer satisfaction
- Reporting and Analytics: Produced and reviewed performance reports to monitor KPIs, leveraging data-driven insights to guide decision-making and recommend improvements to senior leadership
- Collaboration and Communication: Acted as a liaison between operations and cross-functional departments, ensuring alignment on key projects and operational updates
- Budgeting and Resource Management: Managed operational budgets effectively, optimizing resource allocation to achieve departmental goals within financial constraints
- Technology Integration: Evaluated and implemented innovative technologies to improve operational capabilities, ensuring the group remained competitive and efficient
- Reduced OLB operational costs by 15% through process automation initiatives
- Led a cross-functional team to implement a new ATM transaction processing system, improving efficiency by 20%
- Maintained a 100% compliance rate during external audits over my tenure
Principal Consultant
Fiserv
Dallas, TX
10.2005 - 01.2010
- Led bank consultants in global consulting engagements for major CRM projects in the Retail Banking marketplace, managing customer lifecycle initiatives, project management, system implementations, change management, and sales process re-design
- Successfully implemented projects resulting in increased customer satisfaction and revenue growth
- Utilized retail banking industry expertise and CRM knowledge to drive successful project implementations
- Leveraged leadership abilities and business transformation successes to achieve project goals
- Developed skills in project management, customer analytics, and bank product lifecycle awareness
Strategic Retail Planning
Chase
01.2004 - 10.2005
- In my role as Vice President of National Planning & Communications at JP Morgan Chase, I led coordination efforts at individual market/region levels, ensuring effective communication of ATM distribution planning functions
- Serving as a key liaison between the Real Estate and Marketing Site Analytics group, I fostered collaboration and synergy between departments
- Additionally, I collaborated with Finance and Marketing to develop performance metrics for strategic retail planning at Chase
Vice President
Bank of America
07.1996 - 12.2003
- In my role as Vice President at Bank of America, I was responsible for overseeing the management of the market's physical channels, including Banking Centers, ATMs, and Automated Business Centers
- I worked closely with Real Estate and other key business sectors to ensure successful planning, coordination, and execution of all physical channel changes
- Additionally, I prepared written business cases and financial models supporting these changes, managing full P&L responsibilities
AE
EFTI
01.1994 - 01.1996
- Managed a 5 state territory selling EFT and Core Banking services to banks and credit unions
- Specialized in ATM processing, competing with Visa, MasterCard, and regional EFT networks
Education
MBA - Marketing and Business Admin
Webster University
01.2007
BSBA - Marketing and International Businness
Saint Louis University
01.1990
Skills
- Vendor Management
- Strategy
- Banking
- Strategic Leadership & Vision
- Financial Acumen
- Operational Excellence
- Change Management
- Stakeholder Engagement
- Data-Driven Decision Making
- Communication & Negotiation
- Industry Expertise
- Innovation & Growth Orientation
- Leadership & Team Building
Timeline
Chief Banking Officer
TDECU
03.2022 - 08.2024
Chief Banking Officer
TDECU
03.2022 - 08.2024
SVP Branch Services
VyStar Credit Union
01.2019 - 03.2022
SVP/Chief Retail Officer
Golden 1 Credit Union
11.2015 - 01.2018
SVP, Manager Branch Delivery Strategy
Bank of Oklahoma
08.2014 - 11.2015
Senior Vice President and Chief Operations Officer
TransFund
09.2011 - 08.2014
Vice President - Group Operations Manager
BBVA Compass
01.2010 - 09.2011
Principal Consultant
Fiserv
10.2005 - 01.2010
Strategic Retail Planning
Chase
01.2004 - 10.2005
Vice President
Bank of America
07.1996 - 12.2003
AE
EFTI
01.1994 - 01.1996
MBA - Marketing and Business Admin
Webster University
BSBA - Marketing and International Businness
Saint Louis University
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