Ops lead to design, construct and implement a new Service Model for PTSB to ensure the acquiring loans from Ulster Bank integrated into the Bank’s existing operating environments ( subject to refinements also). Key to this role was building a new dedicated customer experience team that was covering all touch points with the customer and interactions through the end to end servicing to ensure full ownership and oversight. In excess of 100 brand new journeys designed and implemented over a 6 month timeframeAML Lead to ensure compliance and remediation design for migrating customers aligns with internal and external obligations whilst balancing customer experience.Content Communications owner for all customer correspondence, customer facing content across print and digital regarding asset migrations

Ownership of the COO Management Agenda, comprising of Strategic and Performance Initiatives. Extensive involvement across the business functions of Group Operations. Some key deliverables included the execution of an operations wide organisational transformation and design programme for 500+ colleagues targeting cost reductions and efficiency. Customer Lead for the Banks ‘voice of the customer’ and the creation and implementation of Bank charter called ‘Our Customer Declaration’ outlining a organisational blueprint for how customers are treated. I also sought to improve the partnership model within PTSB, forming the alliance with Guaranteed Irish and JAM (a customer support tool for customers with special needs)Other core responsibilities include operating as the Strategy lead for overseeing Operations annual planning and strategic forecasting. Responsible for resource management and oversight on headcount targets along with the financial budgets for all Operations cost centres. Strong stakeholder management and influence, managing across Sales, Human Resources, Finance and Change

Responsibility for managing and marketing of SME lending and current account products for permanent tsb. My core objectives in my role are to define the marketing strategy and manage the marketing and communications of the banks SME proposition in conjunction with rolling out a new customer journey and lifecycle management.My role also includes product managing the propositions and developing new solutions and products to ensure they are fit for purpose and remain relevant to our customers.

Fixed term contract role working for UK Mortgage Products, with responsibility for delivering the change agenda for AIB UK Division, comprising First Trust Bank and AIB (GB). Working with UK Product Management, my responsibility is to deliver the required changes to the UK businesses to ensure compliance with regulations, and drive new business sales for both brands.

Manager of Current Account Products, responsibility for defining and managing current account propositions, including the successful rollout of a Student Proposition, that was integrated into the banks exiting product portfolios to create a "package" for 3rd level students. Other duties included daily management of the product line against business targets, compiling weekly & monthly MI and reports for Executive Team. I also had responsibility for driving new propositions for the current account, defining loyalty features and segmented products that were in line with the banks current and desired target markets. Working closely with Marketing, I managed business sign-off of all branding and marketing of current account products and drove a number of marketing initiatives for campaigns during the launch of the account in 2013.

Responsible for the management of the retail deposit portfolio and legacy EBS manufactured investment products. Margin Management of back book, product development and roll-out of "Hero" products to support new EBS brand in 2009. Driving sales through my region of branches and leading a number of project streams including the Consumer Protection Code in 2007, Collection of PPS number in 2009 & the demutualisation of EBS Building Society to EBS Limited in 2011.

Responsible for administering Life and PPI policies on behalf of EBS customers for Aviva Life. in addition to to this I was involved in a project that saw EBS become a tied agent of Irish Life for bancassurane products, which involved defining a new range of products from the Irish Life stable suitable for EBS customers. Prior to my move to Deposits, I managed a data clean project on the closed book of Aviva life policies, and maintained an excellent working relationship for EBS with Aviva.