David Fitzpatrick LIB QFA BSc

Experience

• 

  Bank of Ireland

  Jan 2004 - Mar 2011

  Appointed to a new post created in Branch Services. My responsibilities included:Establishing a new change team within the Branch Services, Clearing and ATM Balancing teams.Managing various changes within the business.Standardising, implementing and rollout of a revised change processes to all teams.Centralising and documenting all small and large scale changes happening in branch Services.Representing Branch and Clearing Services on the Group Payments Change Steering Committee.Giving weekly change updates at Senior Management Team meetings.Co-ordinating all MIS scorecards and KPI scorecards for ROI, NI, UK business units. Show less I was responsible for a large team (60-70 staff) that carry out payment operations on behalf of the Retail Branch Network in ROI. My responsibilities included:Ensure service commitments are consistently delivered to agreed targets and standards.Carry out appropriate controls, measures and checks to ensure the integrity of operations, quality of service and continuity and protection of the business to include scheduling, testing and documenting Business Continuity testing.Capacity Planning & Resource Management - Control/Schedule allocate resources, systems and work.Lead, develop, motivate and appraise staff to ensure optimum level of performance.Schedule, deliver and assist in the development of staff training.Develop and Maintain effective customer relations with key business and support areas, 3rd Party suppliers and other internal/external customers with a view to improving services provided.Provide appropriate MIS with commentaries on improvement processes and trend analysis.Assist in the development and monitoring of annual plans/budgets. Show less During my time on this project I was seconded to the Post Office UK Team with the responsibility of ensuring a successful transition of the Post Office Account Setup Operation to Banctec in Chennai, India.My responsibilities included:Travelling to Chennai for 10 weeks to help ensure a smooth transition to the new operations facility.Training on the account opening process with the processing team in Dublin.Working with Banctec management to ensure all aspects of Quality Assurance are setup, documented correctly and in line with BOI GIA standards.Issuing progress reports back to the Dublin office to communicate the status of the transition.Reviewing the operating, training, roll out and capacity plans with a view to a stepped up bulk take on project scheduled for June 06. Show less Branch Services​Jan 04 – Oct 06Providing consistent delivery of the highest quality Customer Service to all our customers in line with our SLA’s.Ensuring that our daily and monthly checks are in place and compliant with our current audit requirements.Collection and presentation of all MIS for the entire BSC.Training and development of staff ensuring that training plans are in place to facilitate rotation whilst maximising the potential of the staff and the area.Reviewing processes in the area and implementing changes that will increase productivity and customer satisfaction and reducing errors within the individual areas.Completion of PMRS staff appraisals.Supporting the Service Manager with regard to identifying areas for improvement and being committed to Show less

  • Change Manager

    Jan 2011 - Mar 2011

  • Service Manager Branch Support Centre

    Oct 2006 - Dec 2010

  • Business Transition Manager

    Jan 2006 - Oct 2006

  • Service Co-Ordinator

    Jan 2004 - Oct 2006
• 

  Bank of Irleland

  Mar 2011 - Jul 2011

  Service Manager/Business Design Architect
• 

  Bank of Ireland

  Aug 2011 - now

  Working with a number of key 3rd Party Suppliers to achieve Best in Class Service levels on the SelfService Network across all jurisdictions. Management of Wincor-Nixdorf Outsource Partner for day-to-day performance on all fleets (ATM, LodgementATM, Interpay Kiosk, Statement Printers, Retailer ATM's) across all jurisdictions (we provide multiple distributedpoint solutions at over 4000 locations and continue to grow to meet Business Demands to c.4700 Devices) Work with Post Office UK to ensure delivery on their contracted commitments for First Line Maintenance and Cash Delivery services. Develop working relationships that are critical to supporting Customer Satisfaction & initiatives. Build and enhance current Model to manage escalating Fraud and Criminal Activity on this channel.Represent Self Service Operations on Industry Workstream. Build Relationship Management proficiency, with excellent Stakeholder and Customer Sentiment scores. Support the delivery and rollout of ATM Lodgement, ensuring delivery of programme,help maximise performance and realisation of business benefits. Ensure adherence to all scheme, audit and regulatory requirements . Achieve agreed Cost challenges through stringent management of all cost lines and right sizing the fleet &Support the delivery of Income targets. Deliver Self Service Excellence Plans to consistently drive improved performance on all fleets and design anddistribute Management Information to measure performance and ensure achievement of Service Improvement. Show less

  • Customer and Contract Manager

    Dec 2011 - now

  • ATM & Self Service Device Service Manager

    Aug 2011 - Dec 2011