Audrey M. Email & Phone Number

Burlington Road

Communications Manager for ICT Enterprise wide Digital Transformation Programme [Desktop & Operating System, 14k employees] Collaborated with diverse stakeholder groups to develop plans that defined goals and enabled measurement. Established influential working relationships with internal business teams, external partners and outsourcing providers.  Facilitated multiple workshops and team building exercises supporting Brand creation and marketing activities.  Engineered development of a Microsite to enhance employee engagement. Delivered by enlisting the services of an internal UX Designer and providing the UI design & copy writing skills myself. Website recognised for Innovation award.  Ensured communication effectiveness by monitoring hit rates and adapting tactical plans based on user feedback. Developed and prepared content updating and educating users on the benefits of the new platform e.g. case studies, presentations, copy for website and video scripts and printed collateral i.e. Benefit Guides and Quick Reference Guides.

Aib Banking Operations, Dublin 2.

C-Suite Communications Manager reporting directly to the CIO [2012 - 2013] Developed and executed a comprehensive Communications Plan for Banking Operations Division (4.4k employees)C-Level PA supporting the Executive Head of Retail Banking Operations [680 Bank Employees, 270 AIB Retail Branches, seven diverse Business Teams, 35 Managers, 680 Operations Employees).  Provided extensive support related to diary management, meetings, travel and expense settlements. Wrote and submitted reports to the CEO in all matters of importance. Coordinated the creation and publishing of communications and presentations to reply information and messages.  Developed relationships with Managers, Partners and Contractors ensuring on time delivery of MI relating to planning, service quality, compliance, risk and adherence to policies/procedures and legal and regulatory requirements. Organised and managed events (Business, Social and Cultural) at Executive, COO, CIO and CEO levels, enhancing relationships and developing opportunities for knowledge sharing (non-competitive nature).  Initiated an extensive Service Quality review to resolve issues between Branch and Centre staff (5200) by facilitating forums for two way communication. Significant successes earned a National Customer Service Recognition Award. Reduced financial and reputational risk by identifying and implementing new procedures to ensure earlier resolution of process/procedural gaps identified by Group Internal Audit, resulting in GIA commendation.  Supported in the identification and implementation of strategies related to cost reduction and efficiency creation.

Strategic Development Unit, Bankcentre, Ballsbridge, Dublin 4

Business Change Manager- responsible for implementing strategic initiatives based on customer segmentation analysis. Pioneered delivery of a strategic initiative to create the first AIB Customer Portfolio’s for action by Retail Branch Relationship Managers. This required extensive research, analysis and testing before rollout could commence.  Led a cross functional team and executed a rollout campaign to deliver 900 new Portfolios to 270 Branches.  Presented and enlisted Business Leaders (10 branches) and their Management teams to participate in a 12 week program of customer analysis and assignment. The campaign took two years to complete and was instrumental to the success of the ‘Sales Professionalism Programme’ a core deliverable for AIB at the time.  Managed a highly successful Employee Recognition Scheme ‘AIB National Sales Excellence Awards’ for two years. Coordinated the activities of 556 Retail competing teams. Top performers were recognised at an annual Awards ceremony. Expectations were surpassed with staff attitude surveys highlighting significant improvements in morale, attitude and employee engagement (+18% + 27% YoY).  Facilitated Focus Group and Brain Storming sessions to all levels of management and staff. Successful at acquiring insightful information about employee attitudes to change and the need for continuous improvement. Gained trust by acknowledging their concerns and channelling their feedback to improve service quality, process and procedure.

Aib Learning & Development, Canal House, Dublin 2

 Trainer and Facilitator during implementation of an AIB strategic change program called ‘Sales Professionalism’ . Experienced at delivering hard and soft skills content. Full day to three consecutive days training provided in a sole capacity for a variety of new sales and coordinator roles. The training was delivered locally.  Author of an extensive Train the Trainer Modular Learning Guide for use by new Sales Co-ordinators to support local sales efforts post implementation.  Conducted multiple technical training courses related to CRM Management Systems, Customer Needs Analysis, Sales Tracking and Performance Systems.

Ba In Graphic Design, Visual Communications, Merit

Graphic Design, Book Design, Brochure Design, Poster Design, Product Packaging, Typography, Branding, Corporate Identity, Logo Design.

Web Authoring, Website Design, Merit

10 week module - Building a website using the basic principles of coding - HTML5 and CSS put into practice.

Certificate, Public Relations & Marketing, Merit

Ba In Human Resources Management

Previous recognised as a National Diploma in Personnel Management (FETAC Level 7)