Danielle Monaghan Email & Phone Number

Responsibilities:• Managing the day-to-day running of 2 teams, with multiple work-steams• Responsible for reducing FSA-reportable complaints by maximising the number of complaints solved within 48 hours of date-to-bank.• Trained and coached colleagues oversaw quality checking and undertook outcome testing to ensure 95% right customer outcomes.• Held development sessions with direct reports and mentees - identifying development areas, agreeing suitable actions and actively… Show more Responsibilities:• Managing the day-to-day running of 2 teams, with multiple work-steams• Responsible for reducing FSA-reportable complaints by maximising the number of complaints solved within 48 hours of date-to-bank.• Trained and coached colleagues oversaw quality checking and undertook outcome testing to ensure 95% right customer outcomes.• Held development sessions with direct reports and mentees - identifying development areas, agreeing suitable actions and actively considering succession planning.• Mitigated risks to the business by ensuring the completion of mandatory reading and tests by direct reports.• Managed relationships between the Group and Claims Management Companies.Key Achievements:• Successfully moved Opus complaints into Customer Services. Liaising with key stakeholders, RMs and other internal departments in order to remove the outstanding complaints and to complete BAU cases going forward. • Merging Lloyds and HBOS complaints department by crossing skilling, merging letters and attaining system access in order to save FTE costs.• Identifying and removing waste within my teams’ process resulting in a one-off saving of £70,106.20 and 4 FTE.• Achieved the Lean Basics accreditation.• Balance Score card rating of strong performer Show less

2008- 2010- Financial Crime Analyst, Lloyds Banking Group, Brindley Place:Responsibilities:• Effectively screening customer names against special designated nationals.• Investigating Customers thoroughly without effecting there everyday banking.• Ensuring each individual of the team has feedback about their performance, weekly.• To efficiently liaise with management about any problems that occurs.• To keep the team motivated and aspired. Key Achievements:•… Show more 2008- 2010- Financial Crime Analyst, Lloyds Banking Group, Brindley Place:Responsibilities:• Effectively screening customer names against special designated nationals.• Investigating Customers thoroughly without effecting there everyday banking.• Ensuring each individual of the team has feedback about their performance, weekly.• To efficiently liaise with management about any problems that occurs.• To keep the team motivated and aspired. Key Achievements:• Promontory training- Standard and Advanced passed 2008.• Exceeding all performance, efficiency and quality targets over a 3 year period.• Introduced a new system to 15 new members of staff including training.• Successfully completing the today Flow leader course.• Obtained Strong Performer Rating. • Introduced a new system to the team including completing process maps, one best way, skills matrix and FMEA. I also had 3 teams established on the system- this included training them on the processes. Show less