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.• Compare documentation / Rate fix advices to system information, check accuracy and highlight discrepancies.• Ensure relevant reports are run and discrepancies are investigated, checked and actioned for External Rate fixing role.• Ensure completion of all daily processes/deliverables across the team.• Complete regular review of the Department swift queue and insure that the swifts are distributed to the entire Department in a timely manner.• Perform detailed analysis of all unnecessary swift with a goal of reduction.• Cross Train and rotate within all team processes as required.• Provision of weekly metrics with sound analysis of fluctuations.• Provision/submission of regular MCA (Management Control Assessment) process• Participate in any root cause analysis on a daily basis.

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. • Ensure SLA/KPI delivery (on calls, cases, emails, chats etc.) where accountable and/or provide analysis when missed.• Ensure that all desk training plans are update and roll out appropriately.• Produce and distribute all required operational reporting, including ad-hoc reports as requested. • Proactively drive operational improvements through the use of action and initiative plans.• Work to TL/Cross-functional task lists and ensure tasks are completed within deadline.• Develop, implement and drive Quality activities and take ownership for customer satisfaction issues.• Ensure that workload is followed up/distributed in the event of absence/holiday for all team members.• Manage the bonus scheme for the desk.

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 queries and people management.Duties Included:• 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.• Working on the SEPA Integration Management Team.• Training customers in person on the Bank of Irelands new SEPA applications.• Logging developments, issues and defects to our 2nd Level Support Team.• Creating Customer friendly and Agent friendly guides for the roll out of SEPA and delivering training on same.• Testing changes prior to production roll out. Liaising with testing teams and business owners, coordinating the rollout of new developments and enhancements within the Business Online applications.• Responsible for BAU, which includes answering all queries through the team mailbox, including setup, navigation, payment creation, and compliance.• Delivering feedback and scorecards to agents as per agent goals. I also managed absenteeism, performance and development and scheduling for the team.• Attending meetings on new systems and enhancements coming into the Bank and delivering my input for these systems.• Developed a deep understanding of the growth potential through diverse mediums.• Developed customer relationships and managed these with CRM systems.

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 escalations and have since been promoted to the role of Team Leader. I have recently been moved to the SEPA Integration Management team which sees me visit customers, guide them through the process. Draft up agent procedures for the new SEPA payments system and deliver training on this system.

Education record

Education record