Experience

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  Bank of ireland

  Jun 2013 - Jan 2019

  May 2015 – January 2019 Business On Line Team Manager - Reporting to the Head of Business Services & Senior Business Manager, managing the primary business online channel platform for Business Banking & Corporate customers. Responsible for managing daily operational & regulatory compliance requirements with a team of 70 Team Leaders & advisors.Regulatory & Compliance- Manage Risk & Compliance Quality Assurance including regular Audit engagement - Continuously monitoring advisor Errors / Breaches feedback & follow up.- Regular engagement with Legal/Litigation regarding CPC guidelines for complaint management- Managing a business & corporate banking online channel department of Corporate Banking, Fraud,- Effective management of Performance Review Score process from Goal Setting to end of year review - Lead on effective Absence Management programme and operation of Bank of Ireland Attendance Policy - Training & Development Competency Quality framework Operations Management - Incident Management for service outages. Notifying key stakeholders of impact, reporting to Senior Management, Inter department escalation of Queries/Complaints with full investigation / testing details, outcomes, lessons learned reports. Manage Contingency Exceptions for Bulk File Payments of missed payment cut offs- Compile & liaise with Group Communications for approval of all customer external communications- Drive, increase & promote digital adoption / self-service while proactively supporting customers to understand the multi-channel options to meet their banking needs- Key Stakeholder impact analysis for project management enhancement changes to the online channel - The development and delivery of key Customer Experience initiatives and process improvements. Project managing all initiatives end-to-end with proven strategies on enhancing the customer journey & digital utilisation. Show less Business On Line Electronic Sales & Training Manager - • Initial point of contact for New to Business On Line customers & electronic payment products, Bacstel IP, Connect Direct, Agency XML, Winbits • Maintain Relationship with key stakeholders, Legal / Marketing & Business Owners for regulatory changes to Business On Line legal documentation • Review & Update BOL Collateral engaging with Marketing for support.• Lloyds Site Visit to the UK – objective to build & maintain BOI – Lloyds Relationship • Manage Lloyds Referrals • Migrate Agency XML Referrals from Operations to Direct Channels • Relocate Contingent Liability under 110K from the network to Direct Channels •Monitor & Review BOL Training Activity encouraging customers to maximise their online digital options for New to Business On Line experience • Engage with new initiatives & projects to enhance our customer journey implementing to the Business On Line Helpdesk Show less • Team and department Business Performance Targets, Service Levels, Abandon Rate, and Cross Referral & NPS scores.• Managed daily department performance focusing on Real Time Management at all times.• Effectively managed PRS process from Goal Setting to end of year review, ensuring compliance, risk standards and BOI Group policies were consistently observed.• Developed and built on working relationships with branch network through the Team Leader Liaise process.• Managed administration requirements of Department & Team – Trackers, Stats & Agent Performance Scorecards. • Managed customer complaints effectively –in line with ‘CoRe’ • Promoted Cross Referrals & motivated team with initiatives to exceed targets. • Supported Business change initiatives.• Daily compliance SOX report of BOL passwords issued to customers with follow up management daily sign off & compile compliance breech folder.• Monitored Team Leader Inbox & Bridge Phone for complaints or escalated queries• Red Star User for Core logging all investigative complaints to BOL Customer Care• Compiled & Authorised Time Sheets for Agency Staff • Assisted with the Recruiting & Interview process of new staff with Department Manager liaising with HR & CPL Recruitment Agency for official contract issue.• Develop & Liaise with corresponding departments regarding system escalations / payment issues / new customer set ups• Delivered Training for Password Procedure for developed agents Show less

  • Team Manager Direct Services

    Dec 2007 - Jan 2019

  • Team Manager - Secondment

    Dec 2015 - Apr 2016

  • Team Leader

    Jun 2013 - Mar 2015
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  Payac services clg

  Mar 2019 - May 2021

  Business support manager currentaccount.ie

  Providing professional & seamless support to Credit Unions and their members, delivering effective solutions & outcomes of daily Current Account operating escalations including: Marketing support  IT Operating  Debit Card Management & Escalations  Fraud Investigation Website Management Business SupportTo develop, embed and manage efficient business processes to ensure effective operating succession including: Design & Delivery of Operating Procedures including Call Centre scripting / IVR messaging  Stakeholder Management  Incident Management  Devise & Present Training Material  Recruitment – advertising, screening, interviewing & induction  Office Management Show less

• 

  Croí laighean credit union

  May 2021 - Jun 2022

  Training, development & efficiency manager
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  Payac services clg

  Jun 2022 - now

  Training & effectiveness manager currentaccount.ie - payac services clg