Tony Whelan Email & Phone Number

Ireland

These 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.

Dublin

Liaising 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

Responsible 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

Responsible 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

Responsible 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

Moved 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

Delivering 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

Joined 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%.

Consistently 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.

Developed national sales & marketing strategies for management & financial systemsDesigned sales seminars for groups of up to 400; mentored national network of agents.

Created an off*farm food retail enterprise, selling direct to the consumer.

Ma In Humanistic & Integrative Psychotherapy (Clinical), Psychoanalysis And Psychotherapy

Professional Diploma In Financial Services (Level 8) From Iob & Ucd, Financial Services, 1.1

Professional Certificate In Banking In A Digital Age (Level 8) From Iob & Ucd, Digital Financial Services, 1.1

Pmp (Project Management Professional), Project Management, Pmp

Qfa (Qualified Financial Adviser), Financial Planning And Services, Qfa

Copc-2000 Registered Co-Ordinator – Intensive 5-Day Course In Brussels, Contact Centre Performance Optimisation, 95%

How to optimise performance and costr in a Contact Centre environment

Science Degree; Computing, Information Technology; Communications Technology; Management, Psychology

Leaving Certificate, Leaving Certificate