Business Change Manager, Capital Markets, AIB

Business Analyst | Strategy & Business Performance | Wholesale, Institutional & Corporate Banking, AIB

o Identification and review of current internal and external processes with the intention of redesign to reduce complexity and remove redundant steps with a focus on adapting lean processeso Perform root cause analysis aimed toward eliminating source of product problems from business environmento Utilize Lean and Six Sigma tools to solve complex product problems, satisfy critical to quality customer requirements and eliminate wasteo Perform process pilots or simulations to determine organizational impact of potential process changeso Use project management best practices to control project schedule, scope, resources, timeline and risko Effectively communicates with project stakeholders from project inception through closeo Recommend solutions to enhance product/service efficiencies and qualityo Responsible for applying process improvement methodologies in collaborative design and redesign sessions with process owners and project teams

Bank of Ireland Direct ServicesMulti-skilled customer advisor, taking calls for the Digital Activation Centre (DAC), the 365 Customer Service Desk (CSD) and most recently the Repeat Callers Team. Responsibilities include:• Answering customer and staff queries politely and efficiently, through both phone and email. • Meeting and exceeding a wide range of targets including call quality, adherence, handling time, first call resolution, and calls per active hour. • Adhering to all verification and scripting procedures, and logging of any complaints.• Providing vast knowledge of banking processes.• Promotion and cross selling of Bank facilities and products.• Actively engaging and educating customers in order to reduce future call volumes.