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Kayla Ortiz
Rancho Cordova,CA
Work Preference
Summary
Strategic Operations and Risk Leader with 20 years of expertise in risk assessments, process improvement, and regulatory compliance in financial services. Identifies control gaps and strengthens governance frameworks while implementing solutions for risk mitigation and operational enhancement. Leads cross-functional initiatives and translates data into strategies that reinforce controls and ensure regulatory alignment.
Overview
21
21
years of professional experience
Work History
LEAD BUSINESS EXECUTION CONSULTANT
Wells Fargo Bank, N.A.
Roseville
10.2023 - 02.2026
- Led enterprise-wide risk assessments and operational transformation initiatives across multiple business units, identifying control gaps and implementing solutions that strengthened governance frameworks, improved compliance programs, and reduced risk exposure.
- Led governance, documentation, and regulatory alignment for large-scale operational initiatives, enhancing compliance programs and control effectiveness while ensuring regulatory alignment.
- Conducted risk assessments across operational processes, identifying control gaps and implementing enhancements that strengthened governance and compliance alignment.
- Leveraged operational and financial data to identify inefficiencies and drive process optimization, contributing to $14M+ in annual cost savings and enhanced overall program performance.
- Implemented workflow improvements that eliminated operational bottlenecks, increasing investigative output and reducing case resolution timelines while improving overall program efficiency.
- Partnered with compliance, legal, and operations stakeholders to resolve complex business challenges, driving successful execution of strategic initiatives and achieving consistent on-time delivery.
INVESTIGATIONS MANAGER
Wells Fargo Bank, N.A.
Roseville
03.2017 - 10.2023
- Directed and scaled enterprise investigative operations, owning end-to-end intake, case management, and resolution processes, improving turnaround times, strengthening quality standards, and reducing organizational risk exposure.
- Designed and implemented a comprehensive quality assurance and performance monitoring program, while leading large-scale process improvement initiatives that reduced backlog, improved SLA adherence, strengthened internal controls, and enhanced overall investigative efficiency.
- Escalated critical investigative findings and risk trends to senior leadership, recommending measures that strengthened governance frameworks and informed risk mitigation strategies.
- Managed performance against established KPIs and operational metrics, exceeding targets to enhance investigative throughput, quality, and turnaround times.
- Evaluated control effectiveness across investigative processes, identifying gaps and implementing enhancements that improved risk mitigation and ensured operational consistency.
REGIONAL SERVICES SENIOR CONSULTANT
Wells Fargo Bank, N.A.
Roseville
10.2014 - 03.2017
- Led risk assessments and control reviews across 15 branch locations, identifying gaps, evaluating control effectiveness, and implementing corrective actions that strengthened compliance programs and ensured consistent audit success.
- Analyzed operational and risk data to identify trends and enhance risk mitigation strategies, aligning branch performance with regulatory expectations across all assigned locations.
- Partnered with business stakeholders to assess risk in operational activities, enhancing control execution consistency and reinforcing risk management practices.
TELLER, SERVICE MANAGER, BRANCH MANAGER
Wells Fargo Bank, N.A.
Sacramento
08.2005 - 10.2014
- Progressed through leadership roles from Teller to Branch Manager, achieving high customer satisfaction and sustained sales growth.
- Led teams to meet or exceed sales, service, and operational targets while ensuring compliance and strong audit performance.
- Directed branch operations, focusing on team leadership and performance management to enhance employee engagement and branch effectiveness.
Education
High School Diploma -
Laguna Creek
Professional Development & Certifications
Skills
- Operational Risk Management
- Risk Management Frameworks
- Risk Assessment
- Regulatory Compliance & Governance
- Risk Mitigation
- Business Strategy Alignment
- Operational Strategy Development
- Project Management
- Cross-Functional Stakeholder Alignment
- Data Analysis & Risk Insights
- Workflow optimization
Accomplishments
- Delivered $14M+ in cost savings through process optimization and workflow redesign
- Scaled investigative operations from 6 to 50+ FTE and contract resources
- Reduced case resolution timelines and improved investigative throughput across programs
- Maintained consistent successful audit outcomes across leadership roles
- Led enterprise initiatives impacting multiple business units and operational functions
- Led risk assessments and control reviews across enterprise processes, identifying gaps and implementing solutions that strengthened compliance and reduced operational risk
- Identified control gaps across enterprise processes and implemented improvements that strengthened governance and reduced operational risk exposure
Timeline
LEAD BUSINESS EXECUTION CONSULTANT
Wells Fargo Bank, N.A.
10.2023 - 02.2026
INVESTIGATIONS MANAGER
Wells Fargo Bank, N.A.
03.2017 - 10.2023
REGIONAL SERVICES SENIOR CONSULTANT
Wells Fargo Bank, N.A.
10.2014 - 03.2017
TELLER, SERVICE MANAGER, BRANCH MANAGER
Wells Fargo Bank, N.A.
08.2005 - 10.2014
High School Diploma -
Laguna Creek
Professional Development & Certifications