Karen A. Warren

**** **** ********** **, ********, NC 28104 980-***-**** ac3d69@r.postjobfree.com

Qualifications Summary

Accomplished Industrial Engineer, MBA and Lean Six Sigma professional with over 15 years of experience in strategic initiatives, operational risk, continuous improvement and quality management. Recognized for leadership and results within the Financial Services Industry. Proven leader with capabilities to effectively lead cross functional teams, manage operational processes, mitigate risk, integrate quality and drive change in a fast-paced environment. Core competencies leveraging diversified background in data analytics, identifying cost levers, regulatory risk, retail & commercial lending, technology, business transformation, human resources and Customer sales channels.

Leadership Experience:

-Integral partner with Senior Management team to define customized Lean Six Sigma business initiatives to achieve legendary Customer experience through culture change and innovative results

-Strong influence and communication skills with all levels of an organization driven by fact based decisioning

-Leader in Change Management & Organizational Behavior skills

-Tenacity to manage full optimization programs with focus on Enterprise wide Key Performance Indicators; Risk, Customer Experience, Employee Experience, and Cost

-Received personal recognition from TD Bank CEO, Mike Pederson for Customer Contact Center and Retail Store Attrition Initiative Delivery in 2016

-Recipient of TD Bank 2013 CEO Leadership award

-University of San Diego Industrial Engineering Department Corporate Speaker

Specific Deployment Experience:

-Designed & Executed Lean Six Sigma Training Strategy and curriculum across the TD Bank enterprise

-Delivered LSS YB &GB training to multiple audiences across multiple organizations with customized coaching approaches

-Analyzed and determined critical drivers of attrition for Retail Stores and Customer Contact Centers across TD Bank with projected $2.1M savings for FY2017

-Redesigned TD Bank Mortgage Lending process increasing Customer Satisfaction Net Promoter Score from -36 to +60 and reducing cycle time by 21% while maintaining regulatory risk controls

-Developed Strategy to centralize and redesign Commercial Lending Operations end to end value stream for TD Bank resulting in $4M+ hard savings within 14 months and resulting $6M hard savings over 3 years.

-Defined Enterprise Digitization Strategy across Retail Store and Operations Channels; identifying and closing MRA finding, improving dual controls, reducing cost levers while driving positive Customer experience

Professional Experience

Renew Financial, US VP, Business Transformation 3/1/17- present

-Assess and define strategy to incorporate consumer lending process management and regulatory risk controls into operational practice.

-Partner with Senior Leadership across organization to educate and introduce best practices around consumer lending including current regulatory guidelines

-Develop multigenerational plan to design and execute operational improvements for gained efficiencies, increased resource utilization and mitigate risk

TD Bank, US VP, Continuous Improvement 10/1/14- 3/1/17

-Engaged Consumer Bank Executive Team in Sales Practice Operational Risk & Process Review; identifying gaps for increased risk in Sales Conduct with OCC

-Defined and executed 2016 Strategic Initiative “War on Attrition” across the Retail Store & Customer Contact Service Center, identifying and solving for key drivers of attrition across the bank footprint.

-Partnered with technology to define program strategy for execution of bank wide Enterprise Digitization initiative with DMADV methodology for process reengineering resulting in net benefit of $4.1MM

-Lead and managed multiple business partners through cross functional change initiatives including Retail Bank Operations, Financial Crimes & Fraud, Enterprise Risk, Audit, Technology Solutions and HR

TD Bank, US VP, Center of Excellence Manager 7/8/2013 – 9/30/14

-Partnered with Executive Stakeholders to define, design and execute the 2013 Strategic Initiative “Legendary Lending” to optimize the Retail Lending; focusing on enhancing Customer and Employee experience while improving quality management and maintaining regulatory risk

-Designed new workflow processes and standard procedures across all regional operations for loan assignment, processing and underwriting and quality control at closing

-Defined business requirements and worked with Learning and Development teams to deploy enhanced Retail Training throughout the footprint

-Developed and implemented process management scorecards using analytics for long term success

-Provided transformational change leadership to various levels of executives

TD Bank, US Six Sigma MBB Consultant 12/1/2011 – 7/8/13

-Developed strategy to optimize US Commercial Lending Operations by centralizing and redesigning the value stream from loan origination through post- closing, integrating quality and risk controls

-Provided management consulting to Transformational Change Team and external consultants to execute program initiatives resulting in financial savings, control planning and sustainable results.

-Realigned management span of control, processor productivity standards, and workforce planning process for staff reallocation of 104 processors

-Designed integrated quality management processes to mitigate risk and improve MRA results

-Developed and implement process and performance management scorecards for long term success.

Lean Sigma Professionals, Charlotte, NC Six Sigma MBB Consultant 3/30/2009 – 12/1/2011

BlueCross & BlueShield of Louisiana

-Conduct Greenbelt Certification Training to cross functional representatives within Benefits Administration, Human Resources and Information Technology.

National Life Group

-Lead & Managed the merge of annuity and life insurance new business departments across a dual campus environment in the areas of new business applications, agent contracting and agent recruitment

American Airlines

-Lead the Global Human Resources Executive Compensation Team through a DMAIC project to improve the global recruitment and placement process

United States Postal Service

-Facilitate and Manage Lean Six Sigma Program within the Eastern Area of the postal service including training, assessments, data analysis, implementation and control plans for improved operational efficiency.

-Develop strategic direction with Senior Leadership for long term success of LSS projects.

Education & Certifications

MBA, Finance, California State University, San Marcos 2004

Bachelor of Science, Industrial Engineering and Systems Integration, California Polytechnic State University,

San Luis Obispo, 1998

Six Sigma Green Belt & Six Sigma Black Belt, ASQ, 2003

Six Sigma Master Black Belt, Pivotal Resources, 2010

Lean Executive Certification, University of Tennessee, 2008

Lean Certification, Milwaukee School of Engineering, 2008

Project Management Professional Trained, Skillsoft Institute, 2009

Organizations

University of San Diego, Alpha Pi Mu Honorary Faculty Member

Institute of Industrial & Systems Engineers

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