Carlos Rosales

Strategic Risk Operations and Business Process Professional with progressive leadership experience in driving enterprise transformation, operational governance, regulatory compliance, and business process optimization across complex financial services organizations. Excellent leader with extensive expertise in leading large-scale cross-functional initiatives, designing sustainable control frameworks, strengthening audit readiness, mitigating operational and regulatory risk, and translating evolving business and compliance requirements into scalable processes, governance models, and measurable performance improvements that reduce financial exposure, elevate operational efficiency, and support organizational objectives. Recognized for executive leadership in process excellence, change management, risk strategy, quality assurance, data-driven decision-making, and high-performing team development, with a proven record of delivering enterprise-wide improvements through technology enablement, AI-driven automation, advanced analytics, and collaborative partnerships with executive leadership, legal, compliance, engineering, data science, and business stakeholders.

Director Risk Governance and Compliance Operations - USAA – Federal Savings Bank - San Antonio, TX

(2019-06)

• Championed enterprise-wide process optimization, documentation, testing, and process mapping that established standardized governance, reduced regulatory issues by 80% (42 to 8 annually), and lowered financial losses by 32% year over year.
• Engineered automated preventive and detective controls across high-risk manual processes with AI and virtual assistant platforms, eliminating daily processing errors and reducing exposure from 50–150 errors per day to zero.
• Established enterprise governance frameworks and regulatory implementation roadmaps that united Engineering, Data Science, Operations, Policy, and Legal teams, ensuring timely compliance with new regulations and preventing compliance gaps.
• Directed cross-functional regulatory and internal audits covering FCRA, SCRA, MLA, UDAAP, FDCPA, Regulations B, Z, and E, introducing a structured audit strategy that increased on-time milestone achievement by 28%.
• Instituted KPI and KRI governance with preventive and detective controls that reduced annual regulatory losses from $1.2M to $150K, lowered net credit loss roll rates by 18% month over month and 8% year over year, and strengthened reporting accuracy.
• Developed and executed collections strategies across the delinquency lifecycle for all banking products, reducing first payment default rates from 12% to under 2% reducing net credit losses by over half a million dollars per month
• Responsible for the coaching, training, and development of staff exempt and non-exempt which helped increase employee engagement from 62% to 89%

Director of Risk Operations - Kohl's Contact Center / Credit Division - San Antonio, TX

(2015-01 - 2019-06)

• Directed nationwide credit risk operations for retail credit card and consumer loan portfolios, executing risk-based collection strategies that reduced roll rates into charge-off and lowered charge-offs by 3%–8% month over month.
• Spearheaded enterprise complaint management through the implementation of PEGA, strengthening issue resolution, reducing annual customer complaints by more than 2,000, and preventing approximately $150K in unnecessary fees each year.
• Oversaw performance, coaching, and professional development for more than 300 exempt and non-exempt employees through structured performance management and measurable accountability standards.
• Governed third-party risk management activities, including vendor selection, contract oversight, training, business reviews, and compliance with licensing and regulatory requirements.
• Coordinated regulatory and internal audit programs covering Reg E, FCRA, SCRA, MLA, Reg Z, UDAAP, and OCC requirements, improving audit execution and reducing missed deadlines by more than 50%.

Assistant Vice President / Collections Site Manager - JP Morgan Chase / Subprime Auto - Phoenix, AZ

(2009-01 - 2014-12)

• Directed the non-prime Auto Finance portfolio, leading a team of more than 170 employees with full accountability for portfolio performance, delinquency management, and loss mitigation across the West/Southwest region.
• Partnered with Compliance, Legal and Agile teams to establish subprime collections operations from the ground up, developing policies, procedures, operating platforms, vendor strategies, controls, hiring plans, and training programs.
• Developed risk-based portfolio strategies and forecasting models that exceeded annual net credit loss targets by up to 28%.
• Optimized repossession process improving redemptions by over 18% MOM, minimizing charge off losses by approximately US$249,000
• Improved early-stage roll rates (Buckets 1-3) by 4%, contributing to an estimated US$1.5 million reduction in Net Credit Losses.
• Performed root cause analysis on credit dispute and identity theft processes, reducing investigation turnaround time from 30 days to 10 days while improving accuracy and operational efficiency
• Served as First Line of Defense (FLOD) Controls Leader, partnering with Second Line of Defense (SLOD), Compliance and Legal teams to document controls, report results, and maintain compliance with regulatory requirements
• Led, coached and developed staff exempt and non-exempt through performance management, mentoring, and succession planning.

Regional Portfolio Strategist - Drive Time Credit Corporation - Denver, CO

(2005-03 - 2008-12)

• Managed daily loan recovery operations across eight regional stores supporting subprime and near-prime lending portfolios.
• Established operational frameworks from the ground up, developing policies, procedures, service standards, training programs, and performance management processes for multiple locations.
• Applied Lean Six Sigma methodologies and enhanced risk models to reduce first-payment default repossessions from 18% to 2–5%, generating approximately US$200,000 per month in charge-off savings.
• Led strategic process optimization and organizational change initiatives to improve operational efficiency, portfolio performance, and customer experience.
• Directed leadership development through coaching, training, succession planning, and performance management of future leaders.
• Interpreted regulatory requirements and state-specific lending laws, translating them into operational procedures and implementation plans for cross-functional teams.
• Identified internal control risks and advised senior leadership on mitigation strategies, governance improvements, and continuous process enhancements.
• Led complex cross-functional projects that restructured loan origination and collections operations, introduced e-signature and customer self-service capabilities, and increased customer satisfaction and pulse survey scores by 32%.

Bachelor of Science - Business Management - University of Phoenix (2011)