Joseph Cantu Email & Phone Number

Keller, Tx, Us

Boston, Ma, Us

San Francisco, California, Us

San Francisco, California, Us

San Antonio, Texas, Us

Managed twelve talented development product owners in deploying and updating property & casualty (P&C) claims modernization technology for member service representatives and general membership. Partner with sponsors and stakeholders to analyze and act on critical data and performance metrics. * Doubled team size during tenure and deployed new on-boarding process that speeds up integration into agile and team framework, resulting in DPOs being able to take over two scrum teams through transition from Waterfall to Agile. * Leading a five-year $1B transformation journey to modernize technology stack and processes, positively changing how adjusters serve members. * Implemented and maintained new operating model that effectively supports program and execution layers across agile framework spanning locations in San Antonio, Plano and Phoenix. * Cultivated key relationships with executive sponsors, stakeholders and peers to focus on empowering workforce.

San Antonio, Texas, Us

As a Digital Product Manager/Product Owner, formed and supervised agile project teams with up to 35 professionals in introducing and improving digital capabilities: New Member Onboarding, Mortgage, Consumer Lending, Home Circle and Auto Circle/Auto Experience. Continued to utilize expertise in talent development, coaching and mentoring. Instituted DPO training for Digital Product Managers assigned to agile work streams. Closely collaborated with Senior Experience Owners and technical resources to produce customer experience roadmaps. * Succeeded In improving new car search experience by 3%, while expanding member profile updates via digital channel by 10%.* Designed and delivered mobile first mortgage loan status to product optimal digital experience and mitigate phone calls by 5%.* Increased product start rate by 8% after setting up new landing page for new members; also helped with creating and navigating initial Auto Experience program roadmap for buying new vehicle. * Instrumental in delivering Bank Digital Transformation strategy (Impacting Real Estate and Consumer Lending) to enhance storefront performance and member/digital user experience.

San Antonio, Texas, Us

Promoted to expertise in business operations and supplier governance to oversee Service Delivery Management structure with 25 staff. Utilized full array of tools and processes to monitor and optimize supplier performance, relationship health and business value across Bank. Key resource to business unit leaders, Service Delivery Evaluators and Global Service Delivery through supplier roadmaps. * Selected to serve as Offshore Manager-on-Duty for India office with 300-350 employees handling clean room operations, controlling facility access, setting security guidelines and complying with relevant operating policies.* Personally designed and instituted standards and procedures for ensuring 3rd party vendors met SLOs and SLAs.

San Antonio, Texas, Us

Closely liaised with internal business partners, project teams and senior leadership to track and address critical KPIs, including risk factors, resource allocation and organizational readiness, to optimize project success and continuity. Created and executed plans for change management, adoption analysis and escalation responses. * Worked with Tata Consultancy Services and various third parties to plan and establish new title service entity, United Lender Service, to enhance efficiencies and profitability to USAA. * Smoothly implemented and facilitated delivery of new mortgage product through Pentagon Federal Credit Union.

San Antonio, Texas, Us

Acted in several roles, such as Project Manager, Business Manager, Process Engineer and Change Agent to organize and deliver high-tech solutions to business partners and membership. Liaised with senior leadership to analyze and respond to complex business requirements. * Instrumental collaborator on nine-month initiative to create and map transition of Mortgage UNIFI and Home Equity Credit Revue into new Loan Origination System (ImPACT).

San Antonio, Texas, Us

Promoted through positions of increasing impact, including Senior Equity Processor and Senior Quality Assurance, because of excellent job performance. Led up to six representatives in improving process workflow and call quality, while handling intensive customer service.* Skillfully motivated and coached staff to surpass business objectives and perform at higher levels of professionalism.

San Francisco, California, Us

* Performed all branch manager duties to include budgeting and balancing the daily general ledger * Analyzed customer debts and provided bank products and plans to reduce debt

New York, New York, Us

* Developed and implemented business and marketing plans * Prospect for potential clients * Discuss financial concerns and needs of individuals * Analyzed customer budgets and recommended financial products

Master Of Business Administration (M.B.A.), Finance, General

Bachelor'S Degree, Multi-/Interdisciplinary Studies, General