Marlene Ghandour
Markham,ON
Summary
Results-driven professional with over 25 years of experience in financial operations, regulatory compliance, and customer service. Proven expertise in performing complex monetary assessments, auditing financial records, and ensuring adherence to provincial and federal legislation. A dedicated leader with a strong background in risk management and conflict resolution, currently holding a Licensed Mortgage Agent (FSRA) designation and a Valid Class G Driver’s License with a clean driving record. Committed to upholding the highest standards of integrity, transparency, and operational excellence in high-stakes environments.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Financial Services Mortgage Agent
Easyfinancial
06.2025 - Current
- Serve as a Licensed Mortgage Agent with advanced knowledge of lending regulations, compliance standards, and ethical lending practices
- Assess client financial profiles, credit history, and income documentation to ensure the suitability of complex lending solutions
- Process and review loan and mortgage applications in strict accordance with internal policies and regulatory requirements
- Verify customer identification and supporting documentation to meet stringent compliance and risk standards
- Explain loan terms, interest rates, fees, and repayment obligations clearly to ensure informed client consent
- Maintain accurate and complete client records in full alignment with audit and provincial regulatory (FSRA) standards
- Strictly follow AML (Anti-Money Laundering), privacy, and consumer protection guidelines in all interactions
Senior Financial Administrative Manager
U92 Spice House & Take-Away
01.2022 - 06.2025
- Oversee end-to-end financial operations, ensuring total accuracy and full compliance with regulatory and organizational requirements
- Manage payroll processing, accounts payable/receivable, and tax filings with a high level of confidentiality and accuracy
- Maintain the general ledger and perform regular financial reconciliations to ensure data integrity and audit-ready records
- Identify discrepancies and resolve variances through detailed financial analysis and reporting
- Prepare financial reports to support strategic leadership planning and performance tracking
- Manage human resources functions, including onboarding, training, and policy compliance enforcement
- Handle escalated customer inquiries with tact and professional judgment, maintaining high standards of service excellence
Assistant Manager/Administrative Liaison
The Big Apple
10.2017 - 12.2021
- Oversaw financial reporting, invoicing, and reconciliations while ensuring adherence to internal controls
- Managed inventory control and procurement, optimizing stock levels and reducing waste through diligent monitoring
- Acted as the primary liaison between management, staff, and vendors to support efficient daily operations
- Supported HR and employee relations, including staff training coordination, scheduling, and policy adherence
- Delivered high-quality customer service, resolving inquiries and escalated issues to maintain brand integrity
- Ensured operational compliance by supporting management with documentation and procedural reporting
- HR & Employee Relations – Manage onboarding, training, engagement, policy compliance
- Customer Service – Handle inquiries, resolve issues, and ensure positive client experiences
- Financial Management – Oversee payroll, accounts, invoicing, and regulatory compliance
- Operations & Leadership – Supervise departments, streamline processes, support management
- Health & Safety Compliance – Develop policies and ensure adherence to safety regulations
- Marketing & Events – Plan job fairs, staff events, promotional activities
- Policy & Compliance – Implement company policies, labor regulations, COVID-19 procedures
- Inventory Management – Maintain stock levels, oversee materials, ensure organization
Owner/Store Operator
Mac's Milk Convenience Store
01.2012 - 11.2017
- Directed all store operations, including financial administration, sales performance, and regulatory compliance
- Oversaw full financial administration: payroll processing, accounts payable/receivable, budgeting, and financial reporting
- Ensured strict adherence to labor laws, health and safety standards, and provincial/federal industry regulations
- Developed and implemented operational policies and internal controls to mitigate risk and ensure business continuity
- Managed a diverse team through recruitment, onboarding, training, and performance management
- Utilized payroll systems and Microsoft Office for scheduling, reporting, and operational tracking
- Identified operational inefficiencies and implemented process improvements to enhance productivity and resolve business challenges.
- Customer Service – Provide proactive, solution-focused support to enhance the customer experience
- Team Leadership – Supervise, schedule, and train staff, while ensuring compliance
- Process Improvement – Optimize operations, boost productivity, resolve business challenges
- Vendor and Corporate Relations – Maintaining strong partnerships to streamline operations and merchandising
Financial Service Representative
Canadian Imperial Bank of Commerce (CIBC)
08.2001 - 04.2013
- Helped clients achieve financial goals through expert advice and conflict resolution
- Exceeded sales targets by identifying needs, upselling products, building lasting relationships
- Worked with compliance teams to maintain procedures and adapt to regulations
- Empathy, and discretion
- Provided high-volume banking support while adhering to strict CIBC policies, regulatory requirements, and privacy standards
- Authenticated clients using rigorous identity verification and fraud-prevention protocols.
- Conducted needs-based conversations to recommend credit and investment solutions (loans, PLC, secured lending) in compliance with guidelines.
- Explained product features, risks, rates, and fees clearly to ensure informed client consent.
- Reviewed financial information and credit profiles to support compliant product recommendations.
- Maintained accurate records and call notes in accordance with audit and AML standards.
Education
Bachelor of Arts - Psychology and Business
York University
Toronto, ONSkills
- Financial Management – Managed accounts, payroll, tax
- Integrity and Confidentiality – maintained confidentiality, filings, and regulatory compliance exercised sound judgment, and ensured adherence to internal and external audits
- Development – Identified growth opportunities, built scalable workflows to improve operational efficiency
- Operations & Organization: Oversaw complex financial reconciliations and internal audits, applying advanced organizational planning to streamline decision-making processes
- Diplomacy & Judgment: Handled sensitive client matters with discretion and sound judgment, ensuring all actions aligned with strict confidentiality protocols
- Development: Identified untapped growth opportunities and built strategic frameworks that improved time management and operational scaling
- Strategic Leadership & Decision-Making
- Analytical Decision-Making: Proven ability to analyze complex financial data and market trends to make high-stakes business decisions that ensure long-term profitability and risk mitigation
- Sound Professional Judgment: Experienced in navigating sensitive client matters and regulatory requirements with a focus on integrity, ethics, and corporate reputation
- Problem Resolution: Adept at identifying operational bottlenecks and implementing strategic solutions that balance client needs with business goals
- Operational Excellence & Organization- Organizational Planning: Expert at designing and executing business workflows, from daily financial reconciliations to long-term fiscal planning and tax compliance
- Time Management & Prioritization: Successfully managed the competing priorities of a business owner, including payroll, client reporting, and business development, under strict deadlines
- Regulatory Oversight: Maintained 100% compliance in filings and documentation through meticulous record-keeping and organizational systems
- Operations & Organization: Oversaw complex financial reconciliations and internal audits, applying advanced organizational planning to streamline decision-making processes
- Diplomacy & Judgment: Handled sensitive client matters with discretion and sound judgment, ensuring all actions aligned with strict confidentiality protocols
- Development: Identified untapped growth opportunities and built strategic frameworks that improved time management and operational scaling
- Customer Relations – Delivered superior service, resolved professionally
- Accountability & Reliability – Committed to high-quality
- Inventory & Purchasing – Managed supplies, negotiated with work with a strong sense of responsibility vendors, optimized procurement
- Legislative Compliance: Expert in interpreting and applying complex regulations, including FSRA standards and provincial labor laws
- Financial Auditing & Analysis: Skilled in ledger management, payroll auditing, and performing detailed financial reconciliations to ensure data integrity
- Investigation & Resolution: Experienced in conducting needs-based assessments, verifying documentation, and resolving escalated disputes with diplomacy
- Administrative Leadership: Strong record of managing end-to-end business operations, HR functions, and multi-disciplinary teams
- Communication: Advanced skills in oral and written reporting, stakeholder relations, and delivering clear explanations of complex terms/obligations
- Proficiency – Utilized MS Word, Excel, and client increased revenue PowerPoint for reporting and financial
Languages
Arabic
Native or Bilingual
English
Full Professional
Certification
- Licensed Mortgage Agent
Timeline
Financial Services Mortgage Agent
Easyfinancial
06.2025 - Current
Senior Financial Administrative Manager
U92 Spice House & Take-Away
01.2022 - 06.2025
Assistant Manager/Administrative Liaison
The Big Apple
10.2017 - 12.2021
Owner/Store Operator
Mac's Milk Convenience Store
01.2012 - 11.2017
Financial Service Representative
Canadian Imperial Bank of Commerce (CIBC)
08.2001 - 04.2013
Bachelor of Arts - Psychology and Business
York University