Erika Moroney

Experience

• 

  SSE Airtricity

  Apr 2010 - Aug 2016

  Supported the business to understand the nature of their challenges and adopt solutions. Identified opportunities to improve processes and drive efficiency. Provided clearly documented definitions of requirements for business cases. Completed project discovery analysis for key strategic initiatives. Delivered real business value by applying Lean methods to key projects. - Completed deep dive business analysis into the customer care department’s processes, methods and documentation. Captured current state using Visio. Worked with subject matter experts (SMEs) and the Operations Manager to re-engineer for optimal performance. - Worked with Operations Managers and IT to deliver continuous improvements. United teams under common goals using methodologies such as Agile, DMAIC, Change Management and Kaizen. Show less Managed a team of 15 people. Recruited and developed credit controllers. Managed day-to-day operations to ensure the team handled debt cases and actioned all accounts in a timely manner. Planned, prioritised and scheduled team activities and resources to consistently meet business deliverables and key KPI targets. - Monitored status of team activities to identify problem areas and processes. Re-engineered procedures and schedules to improve overall performance. Reduced abandonment rate from 45% to 4%.- Led process re-engineering, coaching, training, mentoring and ongoing performance management of team members. Increased collections by 15%. Show less

  • Business Improvements Analyst

    Sept 2014 - Aug 2016

  • Credit Control Team Leader

    Nov 2012 - Sept 2014

  • Customer Service Team Leader

    Feb 2011 - Nov 2012

  • Customer Service Advisor

    Apr 2010 - Feb 2011
• 

  Aer Rianta International

  Sept 2016 - Jun 2018

  Senior Process Improvement Executive

  Owned assessment, scope, management and delivery of strategic global projects. Monitored and reported business unit (BU) performance through scorecards. Managed stakeholders, including consultants, across departments and BUs. Communicated implementation plans across the business. Coached, mentored, and developed junior team members. Reviewed implementation and compliance of all standard operating procedures (SOPs). - Led an advanced selling pilot project and subsequent global roll-out. Delivered training to cross-functional, international colleagues. Analysed metrics data and reported to COO and GMs across EMEA, NA and APAC. Created consistent standards for customer experience, process design and documentation. Held weekly feedback sessions to embed changes. Increased global sales by 2%.- Partnered with product teams to automate global scorecards using Agile methodology. Developed and rolled out an agreed suite of policies, guidelines, processes and standards. Monitored and tracked progress to provide GMs and Operations Managers with detailed insights. Reduced human error, improved efficiency, increased standardisation and enabled greater performance management.- Collaborated with the business development function on requests for bid submissions and new business start-up processes. Supported the set-up of business in Abu Dhabi and generated new business from partnerships with key international airports including Jakarta and Riyadh. Show less

• 

  Airbnb

  Jun 2018 - Jul 2020

  Business Process Improvement Lead

  Project Manager (PM) of strategic global initiatives. Designed and improved processes across business functions using Lean Six Sigma methodologies. Drove process re-engineering for product launches and developments. Identified root causes of problems through rigorous data analysis. Implemented best practices and measured performance against process requirements. Mentored Green Belts and junior members of the team.- As PM and business process improvement lead, carried out deep dives and workshops with regional Operations Managers, Partners and customer experience (CX) teams. Identified key issues and put corrective actions in place. Maximised efficiency and boosted CX, which reduced customer escalation rate by 4% globally.- Influenced process improvement across the business. For example, worked with product teams to build a ticket transfer feature to enforce proper escalations, handoffs and takeovers. Prevented transfers that were against workflow and policy to reduce ticket handle time and improve customer experience.- Delivered culture change. Held Partner roundtables and feedback sessions. Developed problem statements into forward-focused behavioural metrics. Overhauled company ethos and behaviour, then implemented new metrics to ensure transformation was fully and sustainably embedded.- Designed a strategic plan for a new customer journey to book stays for COVID-19 responders. Worked with product teams to develop website and improve the Airbnb CRM system. Identified and mitigated risks on safety, policy and legal aspects. Supported cross-functional teams to design and adapt processes for launch. Achieved target of 100K nights booked. Show less

• 

  TikTok

  Jan 2021 - now

  - Building and maintaining cohesion within the Risk and Response operating model to ensure process continuity across all stages of risk management.- Accountable for mapping, maintaining, and maturing high-level business processes across the organization.- Employing Lean Six Sigma methodologies to drive efficiency and improvements within workflows.- Responsible for mapping and standardizing processes and SOPs across the organization, and creating structure where needed.- Measuring effectiveness of change through data analysis and developing practical reports, recommendations, and action plans.- Collaborating closely with data & insights, quality, tooling, and ops teams within Risk and Response to identify improvement opportunities within SOPs.- Documenting and visualizing the operating model across Risk and Response, fostering understanding of team dynamics within Trust and Safety.- Proactively leading and delivering business change actions for successful implementation and adoption.- Coordinating closely with the Head of Risk Detection and Prevention and the Head of Risk Triage and Handling to ensure cohesive process-driven strategies. Show less Managed a multi-disciplinary team of experts (Business Intelligence, Quality Insights & Core Analysis) who work collaboratively to support Risk & Response (R&R) operations within Trust & Safety to measure overall quality performance, identify potential gaps, drive continuous improvement opportunities and deliver impactful change.- Led strategic initiatives and partnering with business leaders throughout the full cycle of business strategy from design to execution.- Built, developed and managed Global Core Analysis team charged with reviewing key (P0) escalations with a focus on identifying gaps and creating accountability for remediation.- Oversaw development and execution of data strategy, tooling strategy and overseeing implementation across the pillar to ensure the top priority data projects are completed.- Overseed the Quality Assurance program across the pillar to drive consistency.- Improved R&R processes and coordinated organizational procedures for optimized efficiency and productivity. Show less - Delivered global business transformation projects using Lean Six Sigma methodology and deploy solutions globally-Designed, streamlined, aligned, improved and automated, where possible, end-to-end processes across global T&S non ops and ops teams using Lean Six Sigma methodology- Led project discovery analysis for key strategic initiatives delivering real business value by applying Lean methods to key projects. - Promoted collaboration within project teams using methodologies such as Agile, DMAIC, Change Management and Kaizen.-Drove global programs by facilitation, presentation, communication, coordination, planning, and execution across operations teams and business partners- Led global / regional process improvement initiatives.- Developed a culture of continuous improvement and lean thinking-Influenced leaders and partners, relationship building and collaboration at global and cross-functional levels to gain increased alignment-Coached & Mentored team (Yellow / Green Belts)- Actively analyzed status quo of the organization and provided insights into potential issues or development areas, initiated and led projects addressing such topics accordingly and effectively guided and coordinated the collaborations across regions/functions/departments. Show less

  • Continuous Improvement Manager

    Dec 2023 - now

  • Global Impact Lead, Risk & Response

    May 2022 - Dec 2023

  • Global Business Transformation Manager

    Jan 2021 - Apr 2022