Alison Mccarthy Email & Phone Number

Dublin City, County Dublin, Ireland

Dublin 2

Clonskeagh

As ASU Team Leader I am responsible for assisting the ASU Manager in managing the residential and commercial arrears portfolio to a high level of performance, specifically by driving and managing the Team’s performance.I manage and drive compliance and regulatory requirements within the Team.Responsibilities• Managing the Team’s performance (Start ASU and HML ASU) to highly effective levels by driving, motivating and influencing Team members. • Coach and develop the Arrears Support Unit (Start ASU and HML ASU) by identifying individual and team development needs. Carry out training needs analysis and devise performance improvement and development plans for discussion and agreement with the ASU Manager. Work with each Team member to assist them to improve and change their performance in accordance with these plans. • Act as an expertise and knowledge focal point for Team members in the area of mortgage arrears, internal procedures and Central Bank compliance.• Contact and meet with arrears customers, as appropriate, to negotiate arrangements to recover the arrears.• Devise own strategies to improve and change performance in the Team.• Manage performance to ensure specific arrears targets are met by Start ASU and HML ASU. Develop measurement tools to ensure such targets are being met. Produce, analyse and present reports on Team performance.• Continuously provide input to process and policy improvements/changes within the Team. Ensure these changes are successfully communicated and implemented within the Team.• Assist with the recruitment of new team members by working closely with the ASU Manager and HR Manager in planning the recruitment process as well as taking part in recruitment interviews.• Conduct case reviews with Team members to ensure cases are being managed to a high standard and provide appropriate coaching and feedback. Present to senior management on the performance of the team on a regular basis.

I was responsible for the leading and coaching of 14 collections agents over two telephony teams. The Outbound team, using various predictive and managed dialler campaign strategies and the Inbound team maximising arrears resolution opportunities. Delivering performance management and support to each agent. I set team objectives and ran the team’s day to day operations for the business.I worked closely with my reporting line and within the management team to ensure achievement of key service level agreements across the department. These included inbound abandonment rates, cash collection, call to cash conversion rates, outbound right party contacts, predictive dialler penetration, task turnaround times, and call quality and sampling. I collaborated with IT and various business support functions to review the collections strategies and processes and plan the daily Dialler campaigns and capacity. I managed the teams operational risks and ensure adherence to regulatory codes of conduct, identifying, designing and implementing risk controls within my team while ensuring accurate and timely submission of the monthly operation risk profiles. Responsibilities•Manage & coach high-performing teams to develop Collections and Customer support skills•Manage resource allocation & capacity daily across two teams to increase effectiveness of staff and outbound contact by reviewing contact data recognising opportunities for improvement •Drive business results by tracking key operational metrics, identifying process improvement opportunities and managing strategic project plans to completion•Collaborate with cross-functional, large projects, and work within the project team to deliver outcomes within timelines, Budget and scope•Partner with stakeholders to quickly understand changing business needs and priorities.

The Restructure of Debt team is responsible for all processing of forbearance requests, up to system set up and monitoring for the Retail Mortgage and Asset Finance book. My role as team leader was to increase staff productivity and maintain motivation, through efficient planning execution and monitoring of work within the unit. Alongside this, co-ordinate customer service, operational and administrative activities ensuring relevant service levels, resource and operational targets are met.Responsibilities•Manage day to day operations of the team to ensure activities are carried out in an efficient, accurate and competent manner which enables the achievement of the teams balanced scorecard objectives•Plan, prioritise and schedule the teams’ activities to ensure business deliverables are met, such as key Service levels and Targets•Monitor teams activities to identify problem areas or Process gaps and adapt procedures, work methods and schedules to improve overall performance•Lead, direct, evaluate and develop staff providing the team with regular feedback on their performance in monthly team meetings and individual 1:1 sessions •Ensure the units compliance with banking regulations as well and manage risks by establishing a set of controls and test for each process

•Management or the relationship of all 3rd party recovery agents appointed to recover motor and commercial assets.•Management of all recovered assets, there location, condition reports and values. •Monitoring of stock within each auction house and weekly reconciliation of assets sold and stored and the proceeds received.•Research of the current market to ascertain and set the best reserves for each asset going to auction.•Managing end of lease and end of contract hire payments for companies with a large amount of fleet vehicles.•Creation of weekly and monthly reports detailing all aspects of the teams tasks and there progression against monthly and quarterly targets.•Interviewing of potential new colleagues for the Retail Customer Management division covering Mortgages, Non Mortgages and other contracts managed by Certus.•Training of all new staff on key processes, systems, policies and procedures.

Qualified Finacial Advisor, Diploma

Professional Certificate In Financial Advise, Financial Planning And Services, Apa Certificate

• Professional Certificate in Financial advice, Institute of Banking 2013 - QFA Regulations 2013 - QFA Loans 2013 - QFA Investments 2015

Education record