Summary
Overview
Work History
Education
Skills
Timeline
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Kevin Pyka

San Antonio,TX

Summary

Highly motivated leader with over a decade of experience in the financial services industry. Excellent communication and relationship building skills across all levels of business. Known for innovative and analytical thinking, consistently bringing fresh perspectives to refine group dynamics. Proven track record of successfully managing projects that drive strategic change across multiple business lines, resulting in process improvements, increased efficiencies, and risk mitigation.

Overview

11
11
years of professional experience

Work History

Bank Business Process Owner I

USAA
12.2020 - Current
  • Increased company revenue by streamlining processes and implementing cost-saving measures reducing costs (over $100K) and daily work queues (~1,000 per year) by analyzing and eliminating duplicative and unnecessary processes
  • Applied knowledge of the business to understand gaps in performance and developed the Complex Application Inbound Call process to align with business deliverables resulting in $1.2 million in savings and improved member satisfaction by 40%
  • Point of contact for all Managed Trust, Reconciliation, and Inbound/Outbound Member Contact bank processes
  • Plans, directs and coordinates activities for Managed Trust processes, including problem definition, evaluation of requirements, design, testing, and implementation
  • Responsible for production of comprehensive monthly quality result analysis in collaboration with AVP and Quality Assurance
  • Governed department wide inject requests for new processes and remediation's

Bank Business Advisor

USAA
10.2019 - 12.2020
  • Administered creation, testing, implementation, and change requests of multiple Salesforce based tools to identify trends and provide enhanced reporting
  • Created and managed Outbound Call Audit process assisting in the identification of multiple opportunities for process and risk reduction
  • Designed onboarding training and certification process for third party contractors
  • Executed root cause analysis for several initiatives such as Service Level Objectives (SLO) discrepancies, member complaints, and helpline call trends
  • Served as Business Continuity Plan Owner, drafting strategic plan for potential catastrophic events such as hazardous weather, cyber-attacks, and global pandemics

Member Service Representative

USAA
04.2014 - 10.2019
  • Served as acting Manager for AML and W9 remediation's
  • Built and managed a high performing team of professionals by staffing, training, coaching, developing and steering performance of third-party team.
  • Successfully managed remediation processes and identified opportunities to improve operational effectiveness and performance standards.
  • Served as subject matter expert (SME) by providing support and solutions for Consumer Fulfillment products and services, while working under limited supervision.
  • Performed transaction processing and resolved basic to complex maintenance problems utilizing multiple systems (Fidelity, Conversant, LAPS, EOS, IMS, Enterprise Worklist, Microsoft Office, Tax port).
  • Researched, analyzed, and resolved complex member issues utilizing procedures, policies, and good judgment without supervision.

Education

Certification in Operational Risk Management -

American Bankers Association
12.2021

Bachelor of Business Administration -

University of Texas At San Antonio
San Antonio, TX
12.2009

Skills

  • Project Management
  • Data Analysis
  • Multitasking and Prioritization
  • Process Improvement
  • Continuous learning mindset
  • Process Mapping

Timeline

Bank Business Process Owner I

USAA
12.2020 - Current

Bank Business Advisor

USAA
10.2019 - 12.2020

Member Service Representative

USAA
04.2014 - 10.2019

Certification in Operational Risk Management -

American Bankers Association

Bachelor of Business Administration -

University of Texas At San Antonio

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Kevin Pyka