1. Marie-Josee Lacelle
45 Montée Des Chevaliers | Val Des Monts, QC | J8N 4C6 | Cell: 819-230-0839 | Home: 819-457-1370 | Email:
Marie.J.Lacelle@gmail.com
Summary:
With a successful career as individual contributor and manager a regulatory environment, client
service and compliance oversight in the financial industry, I held increasingly responsible
positions and roles the last several years. Being able to draw upon a diverse background of skills,
I am a thoroughly dedicated and loyal employee and would be an immediate asset to your firm
bringing leadership, technical, analytical and people management skills.
Key Strengths:
 Strong leadership, ownership, productivity over several years
 Excellent communication skills both oral and written
 Works well under pressure and thrives in high paced environment
 Led office in productivity and efficiency monthly and yearly, continually winning
awards.
 Experience with Risk and Audit while managing a client service team
 Excellent analytical, influencing and negotiation skills throughout career
 Great multi-tasking experience while overseeing team results, branch projects and my
own clients
 Oversaw my team’s AML, Privacy, fraud adherence, and helped identify issues with
clients
 Project management experience, Six Sigma Yellow Belt and Green Belt courses
 Superior knowledge of Microsoft Office, including Word, Excel, Power Point application
Professional Experience:
JP Morgan Chase Bank, Ottawa ON October 2001 – Still Currently with the company 2015
Process Lead Risk Operations - 2011 – 2015
 Managed and coached team of 11 Senior Analyst Representatives
 Successful Audit results and performance reviews for all direct reports
 Coverage and experience answering rep query calls and handling escalated issues
 Managed projects, national campaigns as well as branch rollouts of goals and objectives
 Mitigating risk to the business and clients
 Superior relationship management with High net worth clients
 Participated in recruiting / interviewing candidates to the firm and high value team
 Identified and improved operational efficiency for branch and nationally
 Supported the development of industry and market knowledge of all teams
 Ensuring compliance with IIROC rules and regulations
 Managed performance improvement plans to re-engage employees

2. Performance Results
 Led team to #1 in productivity and adherence year over year
 Ensured all direct reports met and exceeded targets
 Successfully assisted several employees get promotions
 Exceeded Client Service rating targets year over year
 Successfully managed changing environment for employees from client Service; to Sales
and Client Experience
Senior Team Manager 2007 – 2011
 Created action plans for investment reps to improve in specific accountabilities
 Successfully guided Representatives through Performance Improvement Plans
 Managed multiple national campaigns
 Regular Coaching sessions focused on client experience, sales, productivity
 Consistent commitment to providing exceptional client experience
 Created Power Point Lunch and Learn seminars; Discovering PERT and Bizarre
Exchange rules
 Created and maintained the Excel based Ottawa branch Sales tracking spreadsheet
annually
Team Manager 2004 – 2007
 Called upon for expert knowledge of markets, internal policies and procedures
 Devised and adapted several monthly reports
 Supervised new investment representatives to the firm including training on service
delivery, client experience and systems use and regulatory environment
 Support and re-enforce management philosophies, ideologies and objectives of the firm
Trainer 2002 – 2004
 Facilitated multiple classes on processed client transactions and account enquiry requests
 Assisted and resolved customer complaints or problems by providing clear guidelines and
expectations
 Successfully trained multiple classes through, different systems business ethics and
servicing principals.
 Superior asset gathering skills, sales results and client service

3. Credit Analyst 2001 – 2002
 Provide customers with world class customer service
 Assisted and resolved customer complaints or problems solving by providing clear
justifications and explanations to assist our customers
 Successfully exceeded in sales results
 Demonstrated strong work ethics and excellent problem solving skills
Gatineau Hospital Nurse Aid / 2004-2008, Abdominal Surgery and Intensive Care
Fabrique Ville, Gatineau (Québec) 1998-2000, Assistance Manager
Burger King, Gatineau (Québec) 1993-1995
Education:
Secondary Polyvalente Carrefour, Gatineau
Graduated from high school
Vision Avenir College, Gatineau QC (2004-2007)
Nursing Degree OIAQ-Ordre des Infirmière et Infirmier auxiliaire du Québec
Language Skills:
 English - Fluent
 French - Fluent
Hobbies
 Hunting, Fishing, Outdoor Sports
References:
 Available Upon Request