Ray O'Keeffe

Experience

• 

  Bank of Ireland

  May 2000 - now

  The Performance and operational Team comprises of a number of Senior Business Managers and Business analysts who are accountable for the design, management and distribution of;1. Business Performance Reporting - Which supports business units' group wide to understand how its performing against target and help forecast and plan activities to avoid shortfalls2. Operational Reporting - Here we support group wide business units to understand how well they are serving customers and how effective we are utilizing resources in serving our customers and delivering our products & services. This includes the analysis of processes to identify pinch points and other opportunities for Process improvement.3. Commercial/Income Reporting - This involves the design and production of reports that identify both income and profitability of various products before segmenting across product owners and sales divisions. These reports also contribute to group planning and product analysis.4. HR & People Reporting - This section primarily supports the Group HR Team on Gender and ethnic diversification on both recruitment and internal distribution, resource planning, pay analysis as well as other HR related activities. This is also required for financial reporting and other external submissions.5. Financial and Regulatory Reporting Supports - The team must also support other group functions such as finance and the regulatory reporting team in the provision of data that is defined by either financial or regulatory rules and definitions. These are highly controlled processes which require a high-level of rigor and on time delivery. This is a highly technical team which is supported by its infrastructure team who ensure the information and data flows operate effectively. All areas are supported by our well-defined governance an oversight policy ensuring our people and operations are performing correctly as well as having an appropriate and effective risks &control framework. Show less Group performance Reporting (GPR) Channels & Products team is responsible for designing, developing and distributing essential business insights across the Bank of Ireland Group and external partners. I am responsible for a team of 9 Data Analysts who support and perform a range of reporting activities and support services. The GPR Channels & Products manager has responsibility to support the delivery of the Groups strategic priorities through the core pillars of; • Cost: Continually manage cost through effective implementation of a data strategy, Process improvement Opportunities while also eliminating non-value/redundant activities. • Risk: Manage and reduce risk by maintaining an effective Risk and Control Framework, ensuring internal and external rules are adhered to with appropriate controls and evidence in place. • People: Developing & supporting our People by ensuring we adopt an appropriate training strategy which evolves in line with technical and functional changes across the team while ensuring a safe and healthy environment exists for all team members • Customer: Improving our Customer proposition by continually trying to develop the overall GPR Proposition. This is achieved by communicating with our customers’ across the group to understand their needs and ensure the most appropriate available technologies are implemented efficiently and used effectively to deliver our products and services. To achieve success with these pillars I must ensure an effective operational framework is in place as well as and effective data framework that ensures correct acquisition, integration and delivery of insights to our customers. These frameworks are supported by a robust and appropriate Data Governance Principles which ensure; Quality, Appropriate access, Security, regulatory compliance and documentation management, which as team manager I must implement, adjust and design as required. Show less This position involved leading and developing of a team of business analysts in delivering and supporting a range of Management Information and critical business insights across all segments within the Banks Direct Channels Department. Direct Channels is an area of the bank that is responsible for supporting and managing customer interactions through online, phone, SMS, chat and any other technology platform a customer can use to interact for sales & services.The role required;Facilitating the implementation of new technologies and evaluating their potential impact across the business.Design and support operational and performance insights for sales and services through Balances Scorecard and Dynamic dashboards. Experienced with various technologies such as SAP Business Objects, SQL querying, Dimensional Databases, Relational Databases and a range of Genesys Business applications. The position requires for the provision of key business supports to help steer and support the business agenda and strategy such as:• Improve customer experience - through customer journey and TNP's/CES analysis• Contact reduction initiatives – Providing business insights to enable and support key change decisions and track performance• Technology implementation - Ensure the suitability and integration of new technologies into direct and analysing their utility, potential impact and value• Resource performance management – Identify opportunity to improve and streamline resource productivity and adequate resources are available to meet business requirements• Enabling Sales strategy - Provide performance indicators by product and highlight opportunity in process and pipeline• Informing business decisions - Providing meaningful Insights on critical initiatives through the design of improve insight models• Identifying Process Improvements – Review and analyse various processes to help improve and streamline while using insights to quantify and show efficiencies or reductions. Show less Working as part of an overall Program I was responsible for planning and executing technology projects for internal stakeholder. It required the monitoring and controlling of critical business requirements with regular communications and updates to stakeholders and the teams Project Management Office (PMO) to ensure clear transparency of project risks, issues and dependencies on project deliverables. I worked on a number of key projects and two such examples were; Implementation of a Workflow system to manage the process of a cross currency international payment system which could also manage the receipt, processing and message out customer requests. The Setup of Business Banking Customer Credit Application Management and processing. This process was also supported by a workflow management tool which would manage the movement of items and responsibilities to various teams and owners in the process. Show less System design and development including BPM system, databases, MI Applications. Requirements gathering to ensure the optimal system would be developed within agreed time frames and budgets. Creating design and process specifications of end to end process flow, internal decision matrix and graphical representation of user interface to ensuring effective development. The development process would need to be closely monitored to ensure all aspects of the design were being adhered to and deadlines were being met. Create and design Reporting strategy’s which leaned to self-serve models. Skills: VBA, SQL, Data Flows, Business Processing tools, System Design Documentation. Show less Commercial analysis of implementation cost and ongoing support which involving multiple vendors and partners. This also involved analysis of profitability and income live fleet.Statistical Analysis for UK ATM Implementation for optimisation of site selection and performance. Vendor Management with partners such as Wincor Nixdorf and a number of UK Engineering companies.Information System Design included database platforms and reporting application System Process Improvement which involved cyclical review of operations and systems. Relationship managements with our key customer the UK Post office and internal partners required to support the operation. Show less

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    Oct 2019 - Mar 2021

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