Bernadette Coffey Email & Phone Number

A Senior Operations Manager with more than 10+ years’ experience in the financial services industry, recently qualified with a PRINCE 2 Project Management and Cert in QQ1 Management and Leadership. • Highly skilled in mortgage operations, with 8+ years’ experience of managing mortgage teams, with an in-depth knowledge of the mortgage market, products and services. • Excellent knowledge of the regulatory environment with the ability to deliver a compliant control framework. • Demonstrated expertise in executing business operations, overseeing customer queries, identifying customer needs, providing process improvement initiatives, and resolving conflicts. • Instrumental in fostering and fortifying strong professional relationships with clients, key stakeholders and executive leadership to realise business goals and achieve bottom-line results.• Proactive specialist with exceptional communication, analytical, critical thinking, leadership, decision-making and problem-solving skills.• Strong analytical and problem-solving skills with the ability to make data-driven decisions.

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  Head Of Mortgage Operations

  Nua Money Limited

  Jan 2024 - Present - Dublin, County Dublin, Ireland

  • Delivered high-quality customer service consistently by utilising operations management techniques and principles to formulate capacity plans based on forecasted volumes. Resulting in an increase in customer satisfaction and market share. • Improved service and elevated customer satisfaction by establishing and nurturing strong relationships with key stakeholders both internally and externally. Resulting in the delivery of the mortgage targets and an increase in business through the broker network and retail distribution network. • Successfully contributed towards achieving significant mortgage completion targets yearly, resulting in an increase in market share and profitability. • Ensured efficient and error-free operations whilst maintaining error rates across team. Resulting in a significant reduction in operational risk and complaints, and an increase in compliance. • Utilised management reporting tools to maximise team productivity levels, ensuring satisfactory productivity levels. Resulting in an increase in retention, productivity, team morale and engagement. • Achieved key performance indicators and targets by setting short-, medium-, and long-term goals and regularly communicating successes resulting in a motivated, high performing and cohesive team.