Tony Whelan Email and Phone Number
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A highly experienced Product Manager and Service Delivery professional who has managed operational delivery in a BPO environment for global multi billion dollar corporate customers, with recent experience of delivering omni-channel customer-centric solutions in a Digital Channel Product Management role in Retail Banking.Tony has worked in Contact Centre and Retail Banking management roles, developing key skills and experience in managing large teams in Digital Channel Product Management, Call Centre and back-office settings. This included working with both Colleagues and customers in multi-lingual, multi-national Agile environments.Previously, whilst working in Kingswood and with his own business Westlands, Tony spent 7 years in Product Management and Sales Management roles, both telephone-based and on the road, allowing him to develop a deep understanding and appreciation of the drivers of Product and Sales performance both individually and for a Team.Even more importantly than his professional experience, Tony has used the ups and downs of life to build a character and personality that thrives when supporting a team in delivering excellence and being the best that they can possibly be.
Www.Anthonywhelan.Ie
View- Website:
- anthonywhelan.ie
- Employees:
- 36
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Author - Laura'S Legacy And Amy'S AmazonWww.Anthonywhelan.Ie May 2010 - PresentIrelandThese novels combines the excitement of adrenaline-filled international thrillers, with reflections on some of the philosophical issues that we all face every day of our life.See www.anthonywhelan.ie for details.
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Atm Platform Development Manager And Kiosk Banking Product ManagerAib Oct 2011 - PresentDublinLiaising with Internal and External Stakeholders to drive development of this key infrastructure• Led the strategic vision on KIOSK Banking, displacing 4M teller transactions / year• Leveraged interpersonal skills and Product Management experience to drive success• Influenced key stakeholders across internal and external teams to bring the vision to life• Managed Agile Team of Channel Owners, Developers and QA to design & deliver change• Initiated a new “Agile” way of working with key vendors to deliver continuous change• Delivered Self-Service compliance to PSD2 Open Banking EU Regulations• Socialised “Bank in a Box” concept – near-full-service unmanned Branches• Invited as guest speaker at the European Branch Transformation event in London• Owned Risk Management in terms of KIOSK Development to ensure full compliance• Managed CPC compliance for the Bank’s Payments function across multiple teams• Business Programme Manager on multiple strategic business change initiatives• Delivered Strong Customer Authentication, a key regulatory initiative, on KIOSK Banking -
Direct Sales Contact Centre ManagerAib Aug 2010 - Sep 2011Responsible for managing an InBound and OutBound Sales Contact Centre Team of 150 FTE• Within a month of TUPE move, asked to move to manage Direct Sales contact centre• Improved InBound Service Levels from low seventies to circa 85%• Maintained levels of Sales despite falling staff numbers through cost-effective incentives• Proposed (and gained approval for) revised staffing levels to maintain sales for 2011• Led interaction with Insurance Product owners to drive profitable sales through Direct• Presented series of nine Business Improvement suggestions to Senior management• Business Lead on project to replace key sales CRM system and Predictive Dialler
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Senior ManagerHalifax Sep 2005 - Jun 2010Responsible for Implementing and Delivering Processing Centre for Retail Banking Thereafter redesigned Business Analysis & Resourcing, then managed InBound Telephony Reporting to the Divisional Director Managing Processing Team of 60, and later managed InBound Telephony Team Designed Process Maps in line with operational excellence and Customer Satisfaction Developed and implemented SLAs to deliver strategic objectives on service delivery Initiated Work Management principles to maximise staff productivity and efficiency Sponsored Colleague Satisfaction programme to maximise retention Documented Quality Sampling process to ensure both SLA and process adherence Undertook QFA (Qualified Financial Advisor) to ensure regulatory adherence -
Senior ManagerBank Of Scotland (Ireland) Ltd Sep 2005 - Jun 2010Responsible for Implementing and Delivering Processing Centre for Retail BankingThereafter redesigned Business Analysis & Resourcing, then managed InBound TelephonyReporting to the Divisional DirectorManaging Processing Team of 60, and later managed InBound Telephony TeamDesigned Process Maps in line with operational excellence and Customer SatisfactionDeveloped and implemented SLAs to deliver strategic objectives on service deliveryInitiated Work Management principles to maximise staff productivity and efficiencySponsored Colleague Satisfaction programme to maximise retentionDocumented Quality Sampling process to ensure both SLA and process adherenceUndertook QFA (Qualified Financial Advisor) to ensure regulatory adherence
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Project ManagerSitel Ireland Ltd Apr 2004 - Aug 2005Moved from Operations (single campaign) into a role designed to provide site-wide supportReported to the Managing DirectorDeveloped and delivered new training materials on managerial and operational topicsWorked in Bid Support, developing tender documents (later used as UK templates)Presented to potential clients, including Europe's largest banking institutionProject managed new business implementation, developing a new standard processManaged ISO compliance and auditing for the site, and assessed COPC certification
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Operations ManagerSitel Ireland Ltd Oct 2002 - Apr 2004Delivering a service for Microsoft Corporation, managing a team of 79 front-line Customer Support Professionals; with a management team of 7 Team Managers & 3 Business AnalystsReported to the Site General ManagerResponsibility for operational performance of the InBound team of 89 people.Contributed in the areas of client management, strategic direction, reporting & training.Represented SITEL at monthly meetings with Microsoft UK and Microsoft EMEADeveloped new strategies for real-time KPI management, now standard within the siteAchieved a team attrition rate of 50% of the Centre's average
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ManagerCompaq Global Services Apr 2000 - May 2002Joined the company as a Helpdesk Team Leader and was subsequently promoted twice - first to Help Desk Manager in April 2001 and then to Client Manager in March 2002.Reported to the Head of Operations Management for Europe, Middle East and AfricaResponsibility for operational performance of two corporate contracts worth $80m.Successfully met all contractual targets with Vauxhall Motors (UK) and VanticoNegotiated definition of Service Level Agreements & KPIs.Cost Centre Manager, delivering 20% under budget and reducing cost per call by 50%.
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Owner ManagerWestlands It Services Jan 1996 - Jan 2000Consistently exceeded turnover and profit targets.Sold IT services to a range of clients from small to global companies & state bodies.First Product Management role, creating Ireland's leading Beef Management software from scratch.Built a national network of training centres, with links to third*level institutions.
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Sales ManagerKingswood Computing 1993 - 1995Developed national sales & marketing strategies for management & financial systemsDesigned sales seminars for groups of up to 400; mentored national network of agents.
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FarmerSelf*Employed Agricultural Management Jan 1983 - Jan 1993Created an off*farm food retail enterprise, selling direct to the consumer.
Tony Whelan Skills
Tony Whelan Education Details
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Psychoanalysis And Psychotherapy -
Project Management InstitutePmp -
Institute Of BankersQfa
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Contact Operations Performance Centre (Copc)95%
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Information Technology; Communications Technology; Management, Psychology -
Franciscan College, GormanstonLeaving Certificate
Frequently Asked Questions about Tony Whelan
What company does Tony Whelan work for?
Tony Whelan works for Www.anthonywhelan.ie
What is Tony Whelan's role at the current company?
Tony Whelan's current role is Experienced and innovative People, Product and Process Manager.
What is Tony Whelan's email address?
Tony Whelan's email address is tony.whelan@aib.ie
What schools did Tony Whelan attend?
Tony Whelan attended South East Technological University, University College Dublin, University College Dublin, Project Management Institute, Institute Of Bankers, Contact Operations Performance Centre (Copc), Dublin City University, Franciscan College, Gormanston.
What are some of Tony Whelan's interests?
Tony Whelan has interest in Social Services, Writing, Economic Empowerment, Civil Rights And Social Action, Environment, Poverty Alleviation, Science And Technology, People Management, Client Management, Rearing Kids.
What skills is Tony Whelan known for?
Tony Whelan has skills like Management, Business Analysis, Outsourcing, Team Management, Operations Management, Strategy, Banking, Change Management, Business Process, Call Centers, Leadership, Customer Experience.
Who are Tony Whelan's colleagues?
Tony Whelan's colleagues are Anthony Villani, Elena Miches, Justice Blakeney, Anthonyadams Atlanta, Msenye Anthony, Anthony Lindsay, Anthony Cottray.
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Tony Whelan
Ireland
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