Topic(s)
- Business operations improvement
Overview
Critical thinking and root cause analysis are fundamental skills needed by all organizations. There are literally a billion definitions and frameworks available. This session will provide the roadmap one financial services organization developed for this skill-building. Learn the selection criteria, tactical examples, the creation of the multi-pronged training program, and most importantly, how we are measuring and sustaining the outcomes.
Key learning objectives
1. Use resources available within your organization to create a program that targets improvement opportunities/skill gaps.
2. Leverage actual situations to apply root cause and critical thinking frameworks.
3: Measure the outcomes over time. This sounds intuitive, but long-term sustainment requires it.
Company
USAA was founded on military values. They consider it a privilege to serve those who defend our country. Their unwavering commitment to serve with excellence means they work to support their members’ changing needs today, tomorrow and for generations to come. https://www.usaa.com/
Presenter
Roberta Pek is a distinguished leader at the United States Automobile Association (USAA), Federal Savings Bank, where she has been spearheading bank transformation initiatives since November 2018. Her role is pivotal in leading strategic projects and facilitating operational excellence classes within USAA, focusing on enhancing efficiency and effectiveness across the organization.
Prior to her tenure at USAA, Pek was the director of business unit risk management at a mortgage sub-servicing firm, where she led a robust team in supporting vital mortgage servicing processes. Her expertise also extends to a significant tenure as the vice president of compliance with a mortgage banking firm. In this capacity, she was responsible for regulatory compliance, quality assurance, vendor management, customer experience management and the deployment of Lean/Six Sigma methodologies.
Pek’s rich career background also includes serving as the director of operational risk at Freddie Mac, supporting single-family operations. Her extensive experience is further highlighted by her roles as vice president of centralized mortgage operations and retail operations at various national mortgage banking organizations.
An alumnus of Rutgers University (Douglass College), Pek holds a B.S. in education. She has furthered her professional qualifications by earning a Certified Regulatory Compliance Manager designation from the American Bankers Association and a Certified Mortgage Banker designation from the Mortgage Bankers Association. Her commitment to excellence is demonstrated through her Lean/Six Sigma Master Black Belt and American Society for Quality (ASQ) Black Belt certifications. An active member of ASQ, Pek currently serves as the chairperson of the ASQ Financial Services Division, contributing her expertise to advancing the quality of service in the financial sector. 
