1. Grace Toramanian
17964 Rosita St. Encino CA. 91316
gracetoramanian@gmail.com
818-521-3727
Career Profile
Business Process manager with extensive global experience and knowledge in project management, process improvement,
software deployments and financial analysis
Summary of Qualification
In depth knowledge of processes across different operations and industries, combined with a solid background in finance,
management and, lean process improvement enables me to assess comprehensively the current state and identify effective short
term and long term improvement opportunities across diverse industries
Soft Skills
• Self- directed with Strong drive for results
• Managerial & Supervisory experience
• Solid analytical skills
• Critical thinker
• Instigates trust
• Influence without authority
• Adaptive leadership qualities
• Effective presentation skills
• Interaction and communication with people at all levels in the organization
• Strong interpersonal skills
Hard Skills
• Six Sigma Black Belt certified from Motorola
• 20+ years process excellence experience
• Experienced in SDLC and Agile implementation
• Global experience in program and project management
• Extensive experience in requirements gathering and analysis, workflow design, and statistical analysis
• Gap analysis and Failure mode analysis (FMEA)
• Work flow automation and process integration
• Implementation of QA/QC processes and testing plan
• Design metrics for Critical to Quality (CTQ) and Key performance indicators (KPI)
• All-embracing experience in SOX compliance and governance
• Financial forecasting & budgeting
• Certified internal auditor
• Regulatory compliance and governance
• Document management, policy and procedure assessment and Framework design
• International experience, fluent in 6 languages
Education & Professional Certificates
• Doctorate, Business Administration, University of Phoenix (UOP)- 2010
• MS (Agriculture Economics)-American University of Beirut – (A.U.B)- 1984
• Black Belt Six Sigma –Motorola University -2002
• Certified Internal Auditor (CIA)- (Not active)
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2. Work Experience
Bank of America- Centralized Support & Operations 01/15-11/16
Senior Business Control Specialist-VP
• Led an enterprise level gap assessment for customer dispute management.
Compiled the business case in support of dispute standardization, attained
stakeholder alignment, designed the migration path to standardization,
implemented monitoring KPIs to minimize operational risks
• Directed the requirements gathering, process mapping, workflow design, and target
model alignment for a centralized Credit Bureau furnishing rules engine. Headed
weekly meetings with project executives, risk and, compliance partners on project
status, facilitated process improvement sessions with regulators, credit bureaus
and, other financial institutions to improve industry standards for consumer
credit reporting
Bank of America-Business Process Management and Center of Excellence
07/12-12/14
Process Design Consultant
• Strategic consulting level support and guidance for enterprise process improvements and technology initiatives through
assessments, data measurement & analysis and, walk through audits of processes
• Supported LOB and the technical team in Agile iterations, UAT test plans and testing
• Implemented preventive and detective controls to mitigate risks and designed key indicators (KPIs) to monitor process
performance
• Coached Green Belt candidates
Key project: Document Management optimization and migration plan, Fees rules engine, Workflow automation for complaints,
foreclosure, short sale & claims, process integration for Bankruptcy, Post sale, Claims, and Reps & Warrants
ACS a Xerox Company 1/12-6/12
Process Design Consultant
• Managed the Verizon project design team for the deployment of a customer interface
platform (Siebel), documented current state processes, business requirements
and, migration path, consulted technology on the architecture design and assisted
the LOB in UAT testing
Bank of America- Legacy Asset Services 3/10-
11/11
Process Design and Improvement Consultant
• led the process re-engineering and business technology integration (BTI) for investor claims, restructured the claims process
from 47 different processes to 4 standard processes
• Designed Key Transition Indicators (KIT) to monitor the execution of Single Point of Contact (SPOC) CRM model for 8000
associates in a multiphase transition to new CRM roles
• Authored Management by fact (MBF) for foreclosure and post-sale operations
• Coached associates on risk assessment, control effectiveness, lean concepts, and greenbelt certification
DIRECTV, El Segundo, CA 2/04/-4/09
Business Control Consultant
• Directed projects for SOX compliance and internal control improvements for key financial processes - Process maps, gap
analysis, failure modes and, control maturity testing
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3. • Managed the implementation team for payroll system migration to a hybrid outsourced model –Voice of customer (VOC)
analysis, critical to quality (CTQ) measures and SLA monitoring
• Developed scorecard for outsourced vendors for Human resources and Benefits
Pentacon Aerospace, Chatsworth, CA 1/01- 1/04
Director of Finance
• Championed Six Sigma process improvement projects for cycle time reduction in billing , order processing & procurement
• Budgeting & Cash flow management
• Built enterprise Performance metrics to monitor operational effectiveness through the life cycle of the supply chain
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