Alan Murray Email & Phone Number

Dublin

• Key Responsibilities:
• Review and reconcile any data discrepancies with Euroclear and Clearstream in advance of upcoming scheduled payments.
• Provide Euroclear and Clearstream with timely feedback on a daily basis for all data discrepancies.
• Provide Euroclear and Clearstream with timely pre-advice notification of funds in line with agreed deadlines and advise them of any pending pre-advices / outstanding rate fixes.
• Provide the respective Principle Paying Agent’s with timely and accurate interest / principal claim advices, along with any necessary liaison to ensure value date payments are made.
• Develop knowledge of reading MTN / Bond Documentation and pricing supplements (Terms & Conditions). To ensure understanding of rate fixing is at high standard.

Leixlip, Kildare

• I currently manage the Dutch team, the Spanish team and the 2nd level escalations team. Duties:
• Managing the team on a day to day basis to consistently deliver on the SLA’s/KPI’s to the client while meeting productivity measures.
• Identifying potential efficiency gains and implementing the activity required to deliver against this.
• Assess progress against SLA and intervene, as necessary.
• Manage the operations delivery within a budget.
• Analyze and trend outputs from Telephone, case management systems, etc. and execute action plans when necessary.

Arena Tallaght

• I was a Team Leader for 12 people. I dealt with communication sessions, one to ones, annual leave requests, sick leave, return to work intiews, scheduling, call monitoring, scoring calls, stats, complaints, escalation.
• Resolving Customer Queries.
• Providing Customer Service Excellence.
• Team Leader for 12 Agents.
• Identifying changes through analysis of customer feedback and own experience.
• Providing relationship management support between Customers and Branch Managers.

I previously worked on the Query Management Team, responding to customers emails as well as contacting customers regarding payments they processed through Business Online should there be any queries on these payments resulting in them needing a trace with the foreign bank. I also acted as a supervisor from time to time resolving agent issues and customer.

Education record

Education record