Suzanne Gallagher

Experience

• 

  Scottish Mutual / Abbey / Santander

  Apr 1986 - Sept 2004

  Customer Service

  Key Duties included monitoring and ensuring operational effectiveness of my teams, approximately 14 staff. Prioritise and allocate high volumes of work and monitor for quality and service standards depicted by company procedure within the targets dictated. Working to the highest standards of customer service and provide a high quality, accurate and efficient administration service. Ensure continuous development of teams by providing training, ongoing coaching, and monitoring progress until competency met - provide both written and verbal feedback on progress. Analyse trends from error reports and make recommendations for improving processes. Co-ordinate, monitor and review Complaints, compiling Complaint Analysis for distribution amongst Senior Management Team. Ownership of key Financial Advisor client base to ensure highest standard of service delivered. Ownership of complex and critical tasks involving direct liaison with Banks and Solicitors. Analyse, collate and compile statistical reports required for Service Standards, Performance, Utilisation and Accuracy. Support and assist in the identification and implementation of improvement methods by understanding the products, activities and services the team offers. Show less

• 

  Santander / Resolution

  Sept 2004 - Dec 2006

  Senior Reconciliations Analyst

  Key duties included oversight and management of 10 Reconciliation Assistants. Co-ordinate, monitor, review and control account information for circa 150 pension accounts. Engage with operational areas and Finance to acheive full reconciliation of accounts. Provide quality, quantity and general feedback, both written and verbal to Reconciliation Assistants. Provide training and coaching to Reconciliation Assistants..Provide feedback and Root Cause Analysis to Operations to enable them to identifiy training needs and take the appropriate action to avoid recurrence. Show less

• 

  Capita

  Jan 2007 - Jul 2016

  Deliver audit reviews in line with an agreed Audit plan as defined by both Capita and its Clients.Deliver audit reports in line with the IIA Standards that are factual, relevant and provide assurance to both our business and the ClientIdentify actual or potential customer detriment (including TCF outcomes) and the mitigating actions taken by management.Update Risk Managment Tool with all new audit reports and records are accurately maintained and findings are subsequently closed when all supporting evidence is received.Engage with business / audit action owners to monitor and track actions and deliverables through to closure and review audit evidence to confirmSupport audit management in the monthly production of internal and Client M.I. and ensure the M.I. is accurate. Show less Embed a Risk Management culture throughout the business to support them to maintain an effective and efficient control environment through CRSA (Control Risk Self Assessment) and Controls Testing practices.Management and oversight of CRSA environment on company Risk Reporting Tool (Protiviti).Facilitate CRSA Risk Workshops on a half yearly basis, to review and challenge risk profile, risk assessment and supporting control environment.Conduct regular controls testing and analysis of business CRSA data to validate its integrity, ensure consistency, identifying trends and hotspots.Provide recommendations to resolve identified gaps and aid continuous improvement, share best practice across the business and perform pre-audit controls testing for early identification and resolution of potential issues (Review Complaints, Breaches and Incident data)Provide monthly reports and meaningful M.I. on CRSA and Clear Workspace environment for submission to internal and Client governance forums.Engage with other Governance partners (Internal Audit and Compliance) to encourage a “working smarter” environment to share findings to support and complement each others processes.Manage and develop a team of Control Analysts who are motivated to deliver high quality performances and exceed objectives Show less Full knowledge of company Risk Frameworks and applied on a daily basis as part of my role.Produce appropriate and meaningful high quality M.I., including Risk Registers, Dashboards and other M.I. for presentation to both internal and Client governance committees.Ensure Incident Management process is embedded throughout the Business by supporting them through timely and appropriate action plans to resolve incidents. Challenge progress of incidents in line with agreed local process until closure.Active participation in the transformation and change programme, ensuring Risk has appropriate oversight and sign off on key project documentation. Review and vet audit returns ensuring deliverables have been met and aiding with the closure of audit points. Provide support to Business and Client’s for compliance and maintenance of Delegated Authorities, minimising the risk of internal fraud. Show less

  • Senior Internal Auditor

    Jul 2012 - Jul 2016

  • Internal Controls Manager

    Jun 2011 - Jul 2012

  • Senior Risk Analyst

    Jan 2007 - May 2011
• 

  Centrica

  Aug 2016 - Aug 2019

  Conduct Real Time monitoring of internal and customer contact queues, identifying real time issues and communicate to key stakeholders.Ensure resources are utilised to meet call volume demands and digital work queues.Autonomy for real time decision making to ensure service level objectives are achieved.Implement contingency plans for service disruption to continue to deliver customer service.Provide M.I. to key stakeholders detailing intra day performance against Service Level Agreements, providing supporting commentary where relevant. Show less

  • Real Time Analyst

    Sept 2018 - Aug 2019

  • Service & Technical Advisor

    Aug 2016 - Sept 2018
• 

  RM Plumbing & Gas Services Ltd

  Aug 2020 - now

  Office Manager

  Oversee day to day operation of business, providing administrative support to management and wider team as required.Engage with domestic and commercial customers, booking jobs into computerised diary management system.Manage engineer diaries, ensuring their time is utilised effectively and efficiently.Engage with suppliers for parts and pricing materials for quotation and completion of jobs.Create and issue invoices for both domestic and commercial customers for upload onto SAGE.Manage customer accounts and communicate with customers to obtain payments to account. Show less