Programme Lead for the Merchant Services Brexit Programme - multi year programme involving legal entity creation, technology build, client migration involving four legal entities in the EU and UK. Regulatory product lead across legal entities for the CBI (EU), FCA (UK), PSR (UK).Product lead for all Audit, Operational Risk and Control management elements within region.Product Lead for all major incident process handling with global production support.Responsibility for SCA governance and change.Delivery of enhanced Alternative Method of Payments solutions within region. Client money safeguarding lead for in scope EU and UK legal entities.Extensive engagement with the CPEL and WPEL Boards.Committee Member for Women on the Move (Men as Allies) business group

Achievement of the sales and commercial objectives for the Life, Home, Motor Insurance and Single/Regular premium investment product lines. Management of Irish Life and Zurich strategic product/distribution relationships. Delivery of the KBC digital investment strategy – launch of the Tap2Invest Execution Only mobile channel in March 2021, launch of the Irish Domiciled fund range in March 2021 and redesign of the Financial Advisory sales model (Branch/Call Centre).Third party relationship/Governance management with KBC Asset Management, KBC Securities Services (Belgium) and technology partner Objectway (Italy).Supported the development of the PRSA and Life risk digital product strategy with KBC Life & Pensions.Management of all product compliance and operational risk elements with the CBI.

Achievement of the sales and commercial objectives for the Life, Home and Motor Insurance product lines. Management of Irish Life and Zurich strategic product/distribution relationships. Supported the development of the PRSA and Life risk digital product strategy with KBC Life & Pensions.Management of all product compliance and operational risk elements with the CBI.

Strategic review of the mortgage, home and life customer journeys. Implementation of a series of improvements (distribution sales processes, operating model, process digitalisation and documentation changes) resulting in an enhanced customer experience and commercial outcome for KBCI.

Achievement of the product profitability (P&L), sales and NPS Key performance indicators in the Branch, Tied Branch Agency, Call Centre and Broker mortgage channelsManagement of the EBS mortgage change programme – regulatory, product and process initiatives.Redesign and delivery of the EBS mortgage proposition with Group Marketing. Ensuring all regulatory and legal obligations are achieved.

Development of the UK mortgage strategy covering pricing, credit policy and distribution approach and achieved internal governance approval with the UK Board. Management of UK product business with accountability for the achievement of the product profitability objectives.Development of the intermediary mortgage proposition in Northern Ireland including product development, dedicated intermediary portal and strategic distribution and technology partnerships. Achieved re-entry to the Northern Ireland Intermediary market after a 6 year absence.Compliance - ensuring that all FCA regulatory obligations were achieved. Implementation of the Mortgage Market Review and Mortgage Credit the Directive in 2015/2016.Customer Service Management – Ensured end to end service standards were achieved. Acted as final arbiter for all customer and service issues.Member of Council of Mortgage Lenders - Northern Ireland Committee.

Developed and implemented a three year AIB Group Board approved business strategy in conjunction with the senior management team. Key role in the creation of an integrated business with a common culture, systems, processes and reporting mechanisms, leveraging best in class expertise from the AIB and EBS organisations.Proactively managed external stakeholder relationships with the national media, political parties, public sector and local government. Member of the Irish Mortgage Council (BPFI). Supported the AIB Chairmanship in the coordination of the BPFI agenda

Management of EBS mortgage products with full accountability for the achievement of sales and business profitability objectives in the period. Ownership of the key income and cost levers within the business. Programme Management - Product Lead for MARS Advanced Forbearance Solutions Delivery in 2012. This involved system and operational change across multiple project streams with extensive internal and external stakeholder engagement .Key stakeholder in the formulation of organisational credit policy and in operational risk mitigation. Compliance - ensuring that all legal and regulatory obligations are monitored and achieved. Customer Service Management – Responsibility for ensuring end to end service standards are achieved as well as acting as the final arbiter for all customer and service issues.

Transaction BankingDevelopment of the EBS transaction banking strategy covering all clearing aspects in EBS to meet the emerging regulatory and technological trends (SEPA/CHIP & PIN). Ownership of third party service relationships for Paper, Electronic, cash management and ATM Clearing.Subject matter expert for all payment related items (Clearing cycles, fraud management, card issuing) in EBS associated with current and deposit accounts. Responsibility for the EBS current account/demand savings P&L (margin, fee income and clearing cost management). Achievement of regulatory approval and implementation of a range of new account fee and other income generation initiatives. Personal Finance (Personal Loan and Credit Card) Creation of a Personal Finance business involving strategic partner identification, governance structure set-up, recruitment, system and procedural changes. Setting and achievement of annual sales and profit targets.Development of personal finance product and propositions with external partners. Customer Service Management – Responsibility for ensuring end to end service standards are maintained through monthly and quarterly service steering meetings with our strategic partners (GE Money and MBNA)

Establishment of a best in class business retention function in the retail products function. This involved management of multiple work streams covering propensity modelling, staff recruitment, call-centre set-up, proactive and reactive retention strategy development.Business Management – Responsible for ensuring a consistent retention level across the mortgage and savings book.People Management – Full responsibility for performance management, training and development, succession planning, staff communication.

Management of Direct Sales function – telephone and online based sales for Mortgage, Savings and General Insurance (23 FTE). Responsibility for the achievement of annual direct sales targets.People Management - Full responsibility for performance management, Union relationship management, training and development, succession planning, staff communication.

Successful programme implementation of a multi-channel (Branch, Online, Telephone) banking proposition targeted at the high net worth (affluent) customer base.

Led the re-organisation of the Customer Operations function. Drove operational efficiency gains with the introduction of process led teams, dedicated call centre/automated call centre technology and business process management techniques

Multiple management roles across Customer Service (Life Servicing), Human Resources and the Indian Joint Venture project.