Catherine Tobin APA

Experience

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  Bank of America

  Feb 2006 - Mar 2014

  Responsible for a team of Associates with a portfolio worth approximately €35m each month with various delinquency stages and risk segmentations on both UK and Ireland portfolios which has a significant impact on the net credit loss.Review daily reports including collections summary, unique right party contact, scorecards, recap, guaranteed rate and availability. Manage day to day performance setting daily targets to ensure teams achieve monthly goals. Focus on the key performance indicators to measure and drive performance within the team.Develop and produce reporting tools used in measurement of all relevant individual risks.Performance manage and develop Associates through monthly 1-2-1’s, coaching effectiveness, browses and call quality listening.Facilitated monthly quality listening sessions with the team to identify development opportunities, ensuring the right outcome for the Customer and the business. Manage and monitor inbound and outbound calling strategies to maximize efficiency and effectiveness and ensure abandon rates do not exceed business guidelines.Manage and monitor dialer campaigns using preview, progressive & predictive dialers.Achieved 100% in all governance audit results, including people file, lateness, unscheduled absence and return to work interviews..Champion change through demonstrating flexibility and being able to react and adapt quickly, moving resource at short notice and introducing new shifts within the team and unit.Full accountability for results within the operational area which included gross or net credit loss impact, compliance and control, customer delight, and associate development. Responsible for both leading and engineering strategic plans within each area along with execution of collection strategies to enhance performance results and drive process improvements within the unit and across the division.Assisted the business through system migration. Show less Facilitated Regional Listening sessions cross site between Carrick, Dublin, Chester and India.Facilitated weekly Manager Listening sessions to ensure consistency within the department. Implemented Educational Workshops through NICE Reporting.Implemented new process for Quality Exceptions.Presented to ARP and new hire groups on Quality within CA.Completed the Clean Desk Audit and the Quality & Browse Audits on a monthly basis.Completed monthly Listening for manager’s on all Associates on their team.Completed CA Listening Accreditation for new TM’s/CRM’s to the area.Completed weekly Listening sessions with Associates to improve overall quality of the department. Show less Responsible for the Internal & External hires for the department.Organized monthly Reward & Recognition Floor Meetings.Organized quarterly off site meetings.Advocate for LOB.Completed daily Irish/UK Letter drops.Dealt with all account queries for the department on a daily basis.Dealt with daily Ad-Hoc duties assigned by Department Managers.Assisted all areas of delinquency collecting on accounts to ensure the department reached its goal.Acted as “Runner” to the 180 Day unit on Charge-off day.Managed monthly prize budget witdefined hin the department and identified cost saving opportunities within the business.Member of the Customer Assistance Associate Satisfaction group, organising and driving focus days, publicised career paths and initiated the manager for a day programme. Show less Responsible for collections of all stages of delinquency from 5 day to charge off.Worked on dialler and individual allocations. Reviewed accounts/financial statements and negotiated new repayment terms with Customers.Ensured achieved monthly goals in each area. Call quality to excellent standard. Regular reports on month to date performance and variance to goals. Contributed at all times to the team’s adherence to internal and external compliance and regulatory requirements Took ownership of queries/request, investigating and ensuring resolution with the specific timeframes, maintaining agreed service levels, KPI’s and first-time resolution. Show less

  • Risk Operations Manager ( Officer ) Loss Prevention

    Dec 2008 - Mar 2014

  • Compliance Review Unit Manager

    Dec 2007 - Dec 2008

  • Quality Manager

    May 2007 - Dec 2007

  • Communications & Initiatives Manager

    Dec 2006 - May 2007

  • Senior Collector

    Feb 2006 - Dec 2006
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  MBNA / Avantcard

  Mar 2014 - Jan 2015

  Customer Sales & Service Manager

  Reviewed forecasts/resource on an hourly/daily basis and implemented continuity plans if response rates were greater than expected to achieve the forecasted abandoned rates. Focus on the key performance indicators to measure and drive performance within the team.Enhanced incentive plans in the Contact Centre to drive customers to self-serve.Effectively manage Associate availability and Associate adherence.Developed a model for the measurement of first call resolution. Managed the operations area in preparation for a Re-price strategy in terms of Call Centre planning, training and resourcing to ensure a flawless execution of this initiative. Implemented a Reprice/Payment Fee readiness plan. Manage and monitor inbound and outbound calling strategies to maximize efficiency and effectiveness. Completed documentation of all policies and the key workflows. Created and documented all process maps linked to policy documentation. Realign the organization for maximum effectiveness by addressing single points of failure, skill gaps and ensuring clear definition of roles and responsibilities.Enhanced performance management routines to include regular talent assessment and improvement plans. Responsible for introduction of new retention unit. Developed retention tools and created reports Show less

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  Pepper Financial Services Group

  Apr 2015 - Jun 2015

  Mortgage Ops Team Leader (Short term contract)

  Provide and manager a specialist service of third party asset portfolios across a range of asset classes, including commercial and residential mortgages in accordance with the CCMA.Monitor loan maintenance and administration tasks including documentation storage (e.g. loan files, security deeds).Maintenance of Tax Relief at source (TRS).Responsible for the management of asset insurance and life cover. Focus on the key performance indicators to measure and drive performance within the team. Provide feedback and guidance to ensure team members achieve the required work standards.Appraise, coach and develop team members to ensure development to business agreed standards. Deliver key projects including implementation of new mail room. Show less

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  PayPal

  May 2016 - Jun 2017

  Fraud Team Leader

  Responsible for a team of Fraud agents across buyer and seller queues who review accounts based on key fraud indicators to mitigate losses. Cross managed Fraud & Appeal queues.Appraise, coach and develop team members to ensure innovation, growth and margin expansion.Develop and deliver Risk strategies that minimize losses.Deliver of KPI’s whilst maintaining Team morale through open and honest communication.Participated in teammate selection and internal talent movement.

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  Roscommon Integrated Development Company

  Jul 2017 - Nov 2020

  Responsible for managing and supporting the successful delivery of a number of government funded programs including Ability, LEADER, Healthy Ireland, Digital Skills for Citizens and ERASMUS. Assisted young people with disabilities to move closer to the labour market using a range of person centered supports.Collaborated with key service providers working in education, training and employment to ensure delivery of the Ability Programme. Administer all aspects of Payroll. Prepare and reconcile bank statements for multiple company accounts on a monthly basis.Prepare and submit monthly/yearly returns for individual programs to funders including the Ability Programme, LEADER, Healthy Ireland & ERASMUS.Ensure all policies and procedures implemented are in line with government funding regulations. Responsible for identifying and implementing new processes & procedures to ensure company audit ready. Responsible for the delivery of Projects including GDPR, Retention Schedule, Public Procurement Procedures, Control Environment and the Charities Corporate Governance. Show less Administer and monitor the financial system to ensure finances are maintained in an accurate manner. Excellent knowledge of TAS. Administer all aspects of Payroll.Prepare and reconcile bank accounts for up to 25 bank accounts monthly. Prepare and submit monthly returns for individual programs to funders. Ensure all policies and procedures are implemented in line with government funding regulations. Responsibility of Public Procurement for company. Responsible for identifying and implementing new processes & procedures to ensure company audit ready. Responsible for creating new processes and policies to ensure company GDPR ready. Show less

  • Program Manager

    Mar 2019 - Nov 2020

  • Administrator

    Jul 2017 - Mar 2019
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  Abtran

  Nov 2020 - May 2022

  Operations Manager

  Responsible for managing and supporting the successful delivery of the M50 Toll on behalf of Transport Infrastructure Ireland, (TII).Responsible for leading and developing Team Leaders to succeed in all aspects of Compliance, business policies to ensure delivery of client KPI’s, service levels, Customer experience, quality and legal compliance.Proactively engaged in coordinating key business planning activities including recruitment, forecasting & client meetings.Responsible for the Management of Collections of Unpaid Toll penalties for Registered/Unregistered Accounts within Ireland and across Europe.Responsible for the Management of Customer Escalations directly with the client (TII). Responsible for the Management of SAR Requests from request status to completed. Show less

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  FBD Insurance

  May 2022 - now

  Central Operations Manager

  Oversee multiple teams while optimizing work distribution and skills transfer.Manage business priorities in line with Corporate Strategies and Annual Business Plans.Support change within the function and the organization.Manage the Document Management Solutions.Manage all suppliers associated including contracts, service agreements and service level targets.Maintain efficient processes that focus on service delivery to internal and external Customers.Operate within the annual Operations budget and maintain suppliers, costs and quality service.Foster an environment of employee engagement. Responsible for the Risk and Compliance standards for the function. Show less