Marina Ghtas
Sr Consultant, Strategy and Process Engineering @CIBC
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WORK HISTORY
Sr Consultant, Strategy and Process Engineering @CIBC
Toronto, ON, CA
Manage a team of managers and consultants through transformational projects with a focus on digital transformation and automation, leveraging Lean Six Sigma, Design for Six Sigma, Project Management and Change Management concepts to achieve the business strategy.• Lead and manage a team of professionals across the fraud department to review and revise all client communications to ensure compliance with legal liability and client satisfaction.• Collaborate with cross-functional team members to identify opportunities relating to incorrect transfers and implement a program to reduce transfer call volumes to improve client experience and overall efficiencies across the organization.• Created and deployed weekly call listening reporting focusing on the reduction of incorrect blocks on accounts resulting in 45 Full-time equivalent (FTE) savings.• Lead and implemented a digital transformation strategy initiative to allow clients to report debit fraud through online/mobile banking and reduce the Average Handle Time (AHT) per fraud investigation by over 30 minutes per case.
EDUCATION
McMaster University
Bachelor’s Degree, Bachelor of Chemical Engineering
ABOUT MARINA GHTAS
Graduated from Chemical Engineering – Process Control, McMaster University• 9+ years of experience in data analytics, digital transformation, business planning, quality, process design and continuous improvement in Manufacturing and Finance• Solid expertise in DMAIC principles, process design, improvement and optimization, data analysis, cause mapping, cost reduction, Lean, Six Sigma, business forecasting and project management• Excellent communication, presentation, organizational, problem solving, analytical, data visualization, leadership, decision making, customer service and teamwork skills• P.Eng. Certification from PEO and APEGA• Green Belt Certification – Lean Six Sigma from Canadian Imperial Bank of Commerce (CIBC)
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