Breda O'Connor Email and Phone Number

• Assistant Management with the daily running of the Team• Ensure staff adherence to all business procedures and controls• Compile and update procedures on a regular basis• Attend workshops with company stakeholders for the implementation of new business processes or changes to the current processes• Draft Business Requirement Documents for updates to the Banking System• Regular reviews of Risk Control Assessments and Business Continuity Plans • Develop monthly, quarterly and yearly capacity plans for the Team• Develop and mentor Team Leads through 1:1 reviews & coaching• Supporting management to ensure that a robust control environment exists within the team and that all risks are appropriately managed• Act as point of contact for all Audit, Compliance and Operational Risk matters – this will include active participation in reviews, maintaining issue logs, timely closure of actions, etc.• Management Information Reporting - ensure that appropriate Management Information Reporting is in place which covers and tracks all key SLAS & KPIS for the area• Review complaints and manage any escalations while ensuring root cause is identified and additional controls implemented if required• Provide a high quality professional service by providing prompt responses and first time resolution of both internal and external queries

• Devised and manage staff capacity plans for a team of 20 plus FTE• Assign staff tasks on a daily basis • Involved in the Active Operations Management• Train junior members of staff• Present huddles and whiteboard discussions• Liaised with hub and departments on issues relating to customer queries• K2 champion for Account Opening – trained a number of hubs on the use of the system• Conducted a number of annual staff reviews• Held training workshops for staff after the implementation of T24 Banking system• Manage the Account Opening Queries mailbox• Communicate product & process changes to the team when necessary

• Processing customer applications• Review of customer AML• Adherence to KBC SLA’s• Verify and process customer account amendments• Processing Overdrafts• Report Daily MI

• Service Quality Advisor (SQA): Promote good customer service and deal with complaints and queries.• Handling customer telephone queries.• Liaised with other branches and departments on issues relating to customer account discrepancies.• Prospecting by phone creating sales leads.• Team Leader Responsibilities• Training received on the Mortgage Arrears Resolution Process to assist customers in financial difficulty.• Liaised with the Credit Risk department to realign overdrawn customer loan accounts to the original credit agreement.• In charge of internal controls within the branch which involves Cash Management and Control Reporting.• In charge of ACE testing (Achieving Control Excellence), ensuring internal bank procedure are followed.• Cross-selling bank products such as Credit Cards, Personal Loans and Savings.• Generating leads for the Customer Advisors and Financial Planning Managers.• Reconciliation of foreign currency accounts and internal suspense accounts.• Training in junior staff members.