CATHERINE GURAL
Public And Private Sector Business Leader
Belle Mead,NJ
Summary
Enthusiastic Business Operations Leader eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of operational excellence principles and training in Process Improvement, Six Sigma, and Public Affairs and Administration. Motivated to learn, grow and excel in any environment.
Overview
21
21
years of professional experience
23
23
years of post-secondary education
Work History
Director of Change Enablement
Melio Payments
New York, NY
10.2021 - 08.2022
- Managed portfolio of 3-4 enterprise wide cross-functional projects for go to market, customer experience, and product teams
- Optimized end to end product rollout process for GTM teams
- Assisted with coordinating end to end customer journey mapping to identify gaps, and communication opportunities
- Served on internal DEI board
- Vetted and implemented project management system (Airtable) to track team capacity, deliverables and work in progress
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
Deputy Mayor/Committeeperson
Montgomery Township
Montgomery, NJ
01.2019 - 12.2021
- Attended public forums, events and informal meetings
- Directed operations, planning and administration of city departments
- Appointed qualified candidates to positions such as chief of police
- Improved performance management system and introduced Youth Leadership program to develop future leaders
- Signed contracts, ordinances and other official documentation to execute orders of office
- Partnered with State Department of Corrections on a deal to transfer 99 acres of land back to the municipality for preservation and local use
Vice President - Process Engineer
Bank Of America Merrill Lynch
Pennington, NJ
08.2020 - 10.2021
- Identified opportunities to improve business process flows and productivity.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Increased workflow by analyzing data and maximizing opportunities for improved productivity across several areas.
- Provided thought leadership, customer focus, and end-to-end business process expertise to deliver transformative results
- Consulted with over 20 senior leader process owners in Wealth Management to create their individual process management workbooks
- Served as a trusted advisor to line of business leaders while encouraging transformational change to create a contemporary operations organization
- Champion for the Global Tech & Ops University Process Management pathway through learner centered coaching and advocacy within lines of business
AVP Strategy & Enablement Business Support Manager
CATHERINE GURAL
Pennington, NJ
01.2018 - 08.2020
- Oversaw portfolio of 6-10 large scale consumer and wealth management call center transformation technology projects with $15.4m budget while developing strategy and implementation for future projects
- Managed performance goals for e-delivery document strategy by performing call listening sessions, re-strategizing, and aligning call center agent scorecards, performance dashboards accordingly leveraging post call survey data
- Assisted with coordinating the movement of over 250 call center agents to a work from home posture during COVID-19 pandemic
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
Patient Ambassador
Sanofi-Genzyme – Continental US
All, All
09.2015 - 12.2018
- Traveled to cities across US as Multiple Sclerosis patient ambassador in order to share story of diagnosis, treatment selection, and experiences as a person living with MS
- Answered post-lecture questions from attendees
- Keynote address to researcher group of over 150 attendees about my experiences with various treatments and outcomes
- Built personal relationships with guests to promote positive experiences.
Business Optimization Black Belt
BILLTRUST
Hamilton, NJ
12.2014 - 01.2018
- Performed org-wide analysis to assess needs for work reallocation, process mapping/baseline measuring, time/headcount saves and financial saves
- Partnered with business development to launch AP networks and virtual card product offering which generated over $1mm in annual revenue, focusing on client experience from enrollment to post transaction needs
- Vetted and secured health and safety services company for complete on site health and safety assessment for OSHA compliance across all departments
- Used critical thinking to break down problems, evaluate solutions and make decisions
Project Manager - Six Sigma Black Belt
BANK OF AMERICA/MERRILL LYNCH
Pennington, NJ
04.2013 - 12.2014
- Mentored 13 green belt candidates, conducted periodic performance reviews, weekly status meetings, and provided coaching to facilitate project completion and certification
- Implemented strategic projects aligned with “client first” service experience
- Created risk measurement system for 78 vendors within Brokerage Ops and Client Reporting (Black Belt Certification Project)
- Developed and initiated projects, managed costs and monitored performance
- Made decisions independently and collaboratively on client satisfaction-related challenges
- Identified plans and resources required to meet project goals and objectives
Sr. Operations Analyst
Bank Of America
Pennington, NJ
03.2011 - 04.2013
- Project Manager - Automated Emails for Security Declines yielded 96% reduction in emails for items on security decline resulting in faster resolution of items and improved client experience
- Managed several high impact bank/brokerage consolidation projects after acquisition of Merrill Lynch by Bank of America
- Performed daily Visa Fraud and Non-Fraud dispute reporting and adjusted fraud strategy based on volumes
- Led Visa DPS project to adhere to Durbin Amendment compliance allowing over 50k clients to use their credit card as a PIN based debit card at merchant terminals
- Collaborated with management and employees to assess business practices and determine areas for analysis
CMA Senior Settlement Operations Specialist
Merrill Lynch
Pennington, NJ
09.2007 - 03.2011
- Processed daily settlements for all banking transactions in brokerage accounts for 9 different account types, with settlements upwards of $100mm daily
- Maintained ATM machine balances for 14 Merrill Lynch ATM machines and performed daily reconciliation and funding
- Managed enterprise rewards program migration
- Developed and maintained courteous and effective working relationships
- Conducted research, gathered information from multiple sources and presented results
- Prepared variety of different written communications, reports and documents
Education
Master of Public Administration - Public Administration - Executive
RUTGERS GRADUATE SCHOOL
Camden, NJ 09.2019 - 10.2021
Bachelor of Arts - English, Cinema Studies
RUTGERS UNIVERSITY
New Brunswick, NJ 01.1998 - 05.2019
Skills
Banking Operations
Affiliations
DEPUTY MAYOR/COMMITTEE MEMBER - MONTGOMERY TOWNSHIP, NEW JERSEY (2019-2021)
Timeline
Director of Change Enablement
Melio Payments
10.2021 - 08.2022
Vice President - Process Engineer
Bank Of America Merrill Lynch
08.2020 - 10.2021
Master of Public Administration - Public Administration - Executive
RUTGERS GRADUATE SCHOOL
09.2019 - 10.2021
Deputy Mayor/Committeeperson
Montgomery Township
01.2019 - 12.2021
AVP Strategy & Enablement Business Support Manager
CATHERINE GURAL
01.2018 - 08.2020
Patient Ambassador
Sanofi-Genzyme – Continental US
09.2015 - 12.2018
Business Optimization Black Belt
BILLTRUST
12.2014 - 01.2018
Project Manager - Six Sigma Black Belt
BANK OF AMERICA/MERRILL LYNCH
04.2013 - 12.2014
Sr. Operations Analyst
Bank Of America
03.2011 - 04.2013
CMA Senior Settlement Operations Specialist
Merrill Lynch
09.2007 - 03.2011
Bachelor of Arts - English, Cinema Studies
RUTGERS UNIVERSITY
01.1998 - 05.2019
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