David Hallinan

Experience

• 

  The Inn at Dromoland

  Nov 2003 - Feb 2007

  Waiter
• 

  AXA Partners

  Oct 2007 - Aug 2008

  Barclays Claims Associate

  As a claims associate, I was responsible for logging, assessing, paying and declining Payment Protection Insurance claims.

• 

  AXA Partners

  Jun 2009 - Nov 2019

  Appointed as Team Leader of the newly created European Payments & Collection Team upon its creation in 2017. Assigned the task of reviewing all responsibilities completed by both functions and overseeing the standardisation of processes and implementation of best practices, whilst ensuring that the best service was delivered by both functions of the team. The team also completed many Operational Controls, including Service Level Management for 21 countries and fraud identification.Achievements realised under my leadership include the following:- Centralisation of all Direct Credit Payments (21 countries) and Direct Debit Collections (11 countries) into one team, while maintaining the same head count. This was achieved through implementing uniform processes and the subsequent economies of scale that resulted.- 100% of Service Level Agreement targets met on a consistent basis.- Implementation of new processes and IT systems as required by the expanding business, and to improve the service provided to our clients and customers.- Centralisation of Operational Controls and regular assessment of non-Centralised Operational Controls on behalf of management.In addition to my role as Team Leader, I also served the business well in parallel positions including:- Operational Point of Contact for Pan-European Cliento In March 2017, I assumed the role as Operational Point of Contact for a Pan-European Client. Duties included weekly calls with the client’s management team, reporting of SLA results, new product launch, issue resolution and audit completion on- and off-site. Remained in this position until the end of 2017, when I was appointed to an alternative project as required.- Operations Subject Matter Experto For two years I have served as the Operations Subject Matter Expert on a high-profile integration project as we merged with AXA. I was required to review processes and systems used by both entities and design/implement subsequent common operations. Show less • Provide MI and Technical support for the European Branches• Produce and review SLA for various markets• Provide daily reports to Operations Manager on SLA performance• Provide reporting and analysis to Ops managers and team leaders to meet all claim processing SLA's and Accuracy targets within the resource plan• Communicate effectively with Associates and Team Leaders issues identified in review• Coordinate miscellaneous Operations Projects and ensure that operational requirements are championed so that they can be included in the scope of key deliverables• Ensure all claims payment runs and OCIF controls are completed correctly and in a timely manner on a daily, weekly and monthly basis• Ensure all payment run issues are resolved and escalated to the appropriate department.• Agree weekly priorities with the Operations manager and branch as required• Update the Operations Manager and Team Leader on all KPI's and any issues being encountered that require resolution with functional or client input• Identify and deliver opportunities for process improvement and standardisation across operations• Actively support change management, process controllership and process improvement• Facilitate meetings with Operations and other departments to ensure resolution of issues and improvements are implemented adequately. • Participate in client meetings and preparation of client presentations when required• Resolve all TIA related issues reported on a daily basis or escalate if necessary as TIA Superuser. • Extensive knowledge of TIA System including TIA reporting• Excellent knowledge of PPI business structure, claim processes and procedures• Proven track record of excellent performance demonstrating attention to detail and working to tight deadlines• High knowledge and understanding of complex and technical data with previous experience working with KPIs and data analytics.**Genworth LPI renamed AXA Partners - Credit and Lifestyle Protection 11 April 2016. Show less My role was a European support function (particular focus on France, Sweden, Denmark, Netherlands and Ireland) and entailed supporting the DD Premium Collection team in the analysis and processing of DD Collection files in an accurate and timely manner. I played a key role in ensuring all DD Collection runs were accurate in detail and met the strict SLA deadlines. Key result areas included but were not limited to - •Executing operational processes in Collections team as necessary to ensure accurate processing of DD Collections process. •Providing operational support to PPI business units •Reporting on business processing at PPI business unit level and identifying deviations from norm and investigating root cause of deviations to Team Lead. •Demonstrating a strong understanding of processes and activities across PPI operations •Engaging in activities, providing knowledge of products and processes where applicable •Liaising with users as required to clarify issues, problems or to agree functional design of business requirements•Working with IT process owners to identify process improvements and successfully implement to IT repeated process improvements. •Reviewing Calendar of Operational Processes on a daily basis and report if any potential deadlines may be at risk•Supporting the Operations Effectiveness Team in the implementation and maintenance of organizational effectiveness initiatives and process improvements. •Participating in the continuous process improvement activities and supporting quality initiatives •Managing workload in terms of key priorities for operational processing and data resolution •Proactively reporting progress updates using meaningful MI trackers Show less As a Claims Associate, my responsibilities included:•Driving customer service excellence•Receiving and responding to incoming calls from customers and clients. •Reviewing information provided to decide admissibility of Payment Protection claims or complaints and processing in the most appropriate manner. I also processed Price and Purchase claims.•Liaising with the clients, colleagues, Senior Associates, Manager to clarify the admissibility of Customer correspondence.•Evaluating information provided by telephone callers, identifying pre-existing medical conditions and rejecting claims if appropriate. •Notifying customers of decisions at the earliest opportunity.•Identifying issues requiring action by the Business Centre Manager and recommending action.•Making maximum use of the telephone as a method of communication with the end customer.•Providing support for other Operational areas as required•Ensuring compliance with all relevant regulations•Participating in and supporting process improvement and Quality initiatives.•Receiving and responding to incoming calls from customers and clients and resolving all queries satisfactorily. Following up on all issues that cannot be resolved immediately.•Evaluating information provided by customers/clients/3rd parties and seeking extra information from both if necessary Show less

  • Team Leader - European Payments & Collections Team

    Feb 2017 - Nov 2019

  • Senior Technical Analyst - Strategic Accounts

    May 2014 - Feb 2017

  • Technical Operations Analyst - Collections

    May 2011 - May 2014

  • Barclays Claims Associate

    Apr 2011 - May 2011

  • UK Creditor Claims Associate

    Jun 2009 - Mar 2011
• 

  Pepper Ireland

  Nov 2019 - Aug 2020

  Team Leader - Primary Servicing

  Upon my recruitment to the position of Team Leader in Pepper Asset Servicing, I was initially placed over a newly created team of 3 experienced agents managing the primary servicing and administration of one portfolio. Shortly after, my remit was enlarged to include the leadership of a second portfolio, consisting of a further 4 team members. My duties included performance management, rota scheduling, training identification and completion, assessment of complex cases, and dealing with escalated queries/cases Show less

• 

  Chanelle Pharma

  Sept 2020 - Feb 2023

  Accounts Administrator

  Responsible for overseeing the receipt of funds into the business and comparing to invoices issued. In cases of overdue payments, negotiations completed with customers to resolve as quickly as possible for all parties involved. Creation of accounts with appropriate credit/payment limits on our systems. Any finance-related ad-hoc queries that arise. Monthly Reconciliation of Bank Accounts with the business’s IT systems and reporting of financial performance to management and Senior Leadership Team. Achievements in this role include initiating, designing and implementing a standardised Debt Collection process including audience-catered management reporting and, over a six-month period, a 84.89% reduction in the value of debt overdue by more than 30 days, and a 98.10% reduction in value of debt overdue by more than 90 days. Show less

• 

  IQ-EQ

  Feb 2023 - now

  Reporting directly to the Depositary Director, I am responsible for overseeing a number of personnel (both remote and onsite) within the Depositary team accountable for ownership verification, cash monitoring and compliance oversight (of both AIF and AIFM) for investment funds investing in private equity, real estate, infrastructure, renewable energy, and other asset classes.Reporting to the Depositary Director, I am responsible for administering and managing a portfolio of Depositary clients, and work flows which includes, but is not limited to the following:- safekeeping of AIF assets (primarily ensuring that each AIF entity has supplied sufficient information to prove good legal title over the assets it owns)- cash monitoring (primarily ensuring all cash transactions are consistent with the AIFs operations, and cash balances reconciled)- compliance oversight (primarily ensuring the client is complying with all relevant aspects of the AIFs constitutive documents and the AIFMD)- understanding the AIFMD legislation and managing and building relationships with clients and other key business areas. Show less Direct responsibility for administering and managing a portfolio of Depositary clients whilst providing oversight and support to Depositary Analysts, including, but not limited to:- Asset Verification (primarily ensuring that each Client Fund or Fund entity has supplied sufficient information to prove good legal title over the assets it owns)- Cash Monitoring (primarily ensuring all cash transactions are consistent with the Funds operations, and cash balances are reconciled)- Compliance Oversight (primarily ensuring the Client is complying with all relevant aspects of the AIFMD), - Managing and Building Relationships, both with clients and internal business partners. Show less

  • Depositary Manager, UK

    Mar 2024 - now

  • Senior Depositary Analyst, UK

    Feb 2023 - Mar 2024