Experience

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  Danske bank

  Oct 1994 - Dec 2002

  Multi-tied Financial Planning Advisor (Northern Bank, part of National Australia Bank) - 3 branches‘Best of the Best award’ – Achieved top 5, Financial Planner - 159% of target achieved, Northern Bank (July 2001); Competent Designated Individual Status – rigorous quality benchmarks, achieved within 12 months; 9 Mentor Workshops and 3 weeks Residential Training completed & continued CDI status throughout employment. Bank Official: No 1 Cashier & Customer Service Official • ‘Initiative, design and implementation award’ for creation of a “Help us to help you” questionnaire. Financial Planning referrals significantly increased, questionnaire became a stationery item for Northern Bank. (August 1996)Training completed:• Cohen Brown Management Group Inc - Proactive Relationship Banking 2000+ (Comprehensive Workbook)• Customer Service Skills; Assertiveness Skills & Presentation Skills

  • Financial Planning Advisor

    May 1998 - Dec 2002

  • Bank Official

    Oct 1994 - May 1998
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  Westpac

  Jan 2003 - Nov 2003

  Business banking manager

  All elements of Senior Business Manager Training exceeded in first quarter: performance 103%, call quality 113%, FSRA Assessments, KPI’s achieved. (September 2003)Professional Teleselling Skills course – Achieve Global (June 2003) and 3 weeks intensive training in “the life of a Business Banking Manager” (June 2003)

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  Anz

  Jan 2005 - Jul 2005

  Personal banker

  • Personal Banking Accreditation – Year 1 sales achieved 111.3%, FSRA Tier 2 Accreditation awarded, ANZ (March 2005) • ANZ Bank Internal Career Fair - selected to represent Sales Consultants for Retail Banking (February 2005)• “One Way in Action” Pilot Sales Process Testing – nominated to represent ANZ Western Australia by the Perth CEO, attended workshop in ANZ Melbourne (January 2005)Training attended:• ‘One Way’ Sales Skilling workshop and Personal Banking Product Accreditation. All E-Train modules 100% Show less

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  Bank of ireland

  Jan 2007 - Sept 2010

  Whole of Market Intermediary• 100% quality measures met – in all monthly client observations from September 2009- September 2010• Personal Target achieved 117% YTD – highest ever financial services income generated for Belfast City Branch(September 2009)• SMS/Text message reminder programme – initiated, piloted and implemented to reduce the level of ‘no show’ appointments across the region. (April 2009)• RAG benchmarking system, created a tool for rating quality of referrals which identified specific training needs (April 2009)• 20% Uplift Financial Services Income in first 6 months for Belfast City Area (March 2009)• Identification of tiering method to increase BOIFS commission – implemented by HOS (February 2009)Training attended:• Barclays (Investment Planning); Legal & General (Inheritance Tax Planning & Use of Trusts); Aviva (Retirement Planning); AXA (Business Protection); Prudential (Effective Sales; Onshore/Offshore Bonds); Cofunds (Platform Investing); LifeQuote (Intelligent Protection) Show less • Managing Complaints: Advice and guidance to 43 Branch Managers, Managing Complaint Escalation & Ombudsman Cases; training compliance advisors.• ‘ICP Toolkit’ Business improvement - creation and implementation of a training toolkit for Bank of Ireland (Internal Complaints Procedures) – practical guide designed to include the processes, FSA requirements, timeframes and letter templates in line with TCF principles. • Roll out and training for Compliance Managers in the 43 Northern Ireland branches achieved (August 2007) Show less

  • Financial Advisor

    Apr 2008 - Sept 2010

  • Senior Customer Care Executive

    Jan 2007 - Apr 2008
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  Anz

  Jan 2011 - Sept 2011

  Assistant branch manager

  • Managed 8 direct reports (Personal Bankers) 1-1 sales coaching, roll out/preparation of branch sales campaigns, conducting daily/ weekly branch sales meetings; reviewing activities; prioritising business objectives, and monitoring quality in an exceptionally busy branch. Morley branch had the highest customer footfall in Western Australia.• Ensured compliance with operational, security & control policies to prevent fraud and protect customer assets, liaising with internal departments where necessary. Monitoring branch operating cash, ATM and teller drawer limits • Resolved complex customer issues including debt management and complaints. Supervising the operation and service functions of the branch in the BM’s absence• Managed a portfolio of clients; reviews and recommendations covering consumer lending, mortgages, general insurance, savings and investments, referrals to IFA/Business Banking• All online product and process training and ANZ lending and mortgage advisor qualifications achieved Show less

• 

  Capita hr solutions

  Mar 2013 - now

  HR Operations Team Leader, London Borough of Barnet Council Capita HR Solutions, Belfast - January 2014 to present• Leading a new HR & Recruitment Operations from go-live in January 2015 - Client: London Borough of Barnet Council • Meeting all contractual deliverables KPIs, Service Level Agreements, Business Assurance and Audit requirements from 2014 to date• Driving efficiencies by participating in a full audit of the HR service delivery and taking a lead on process reviews, change control and implementation• Managing risk, achieving quality measures to meet monthly HR deadlines• Certificate of Sponsorship Management (Level 1 UK Border Agency Access) • Providing team direction, motivation, coaching, 1-1 support and development• Superuser and Escalation point for all HRIS systems (current & legacy)• Testing and implementation of HRIS upgrades and system configuration • HR Operations communications, FAQs and intranet content • Provision of systems training and guides for end users – E-recruitment HRIS Self Service • Effective use of Business Intelligence (Oracle) and managing monthly HR deadlines• Relationship management with Key Stakeholders• Collaborative involvement and success on several high impact projects eg Unified Pay & Reward, CoreHR system upgrade• Capita Leadership Programme with attainment of ILM Level 5 qualification & Assoc CIPD qualification Show less Initially contracted as an Experienced Claims Handler followed by successful promotion to Team Leader. First Trust Bank PPI Project & Retail Distribution Review• Achieved the development of a system to manage high volume incoming complaints following the RDR communication to all Bank customers. Managing a team of 10 direct reports to acknowledge 100% complaints and comply with the FSA.• Individual and Team quality measures achieved and verified with internal and external audit Experienced PPI Case Handler: March 2013 – July 2013• Creation a case management template which was then piloted/implemented as process• Successful completion of the competency framework – 7 concurrent complex cases, 100% pass, followed by further 14 at 50% checking, 100% passed to be designated competent (20% thereafter)• Productivity objectives (3 complex cases per day) achieved Show less

  • HR & Recruitment Operations Manager

    Mar 2013 - now

  • Team Leader

    Mar 2013 - Dec 2013
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  Musgrave

  Apr 2019 - now

  • Human Resources Operations Manager

    Apr 2019 - now

  • Human Resources Operations Manager

    Apr 2019 - now