Team Leader for two of Citi's Financial Institutions Client Experience Teams, our teams manage relationships with clients in almost 100 countries across all of Mainland Europe and sub-Saharan Africa.

• Effective management of relationships with large Financial Institutions based in the UK, Ireland, USA and Canada. Acting as the first point of contact between the bank and the client's treasury team. • Designated contact for two “Top 10” FI clients in addition to other FI clients plus other large revenue clients. • Building relationships to ensure an excellent standard of service is provided to clients at all times.• Leading weekly client calls to provide updates and discuss any… Show more • Effective management of relationships with large Financial Institutions based in the UK, Ireland, USA and Canada. Acting as the first point of contact between the bank and the client's treasury team. • Designated contact for two “Top 10” FI clients in addition to other FI clients plus other large revenue clients. • Building relationships to ensure an excellent standard of service is provided to clients at all times.• Leading weekly client calls to provide updates and discuss any issues with their EMEA operations. • Support to Senior Management and Account Managers with the FI portfolio.• Management of high-value transactions, sanctioned transactions and payments that require investigation e.g. BCNR, UTA, payment recalls and payment amendments.• Advising on cash management optimisation, suitable solutions and tools.• Promotion of electronic channels and self-service tools to clients. • Extensive knowledge of Citi Direct, GPI, Citrix, Equens, Recon, Flexcube, STaRS, SEPA and in house payment monitoring systems.• Identifying issues and problems in service delivery while arranging necessary corrective action.• Monitoring systems of control and escalation procedures so that the business complies with internal policies and external regulations as required.• Citi ROOTS member and co-Treasurer.• Cash Tour coordinator, facilitating and organising client visits.• SME for WorldLink - a cross border payment platform that allows clients to make payments in over 100 currencies worldwide. Show less

• Management of capacity planning across outsourced and offshored teams based in Chennai & Mumbai, India.• Tracked adherence to KPI’s.• Produced balance sheet exception reporting to Senior Management for investigation cases. • Delivered training to TCS (vendor) and ensuring that cross training requirements are met across outsourced and offshored teams.• Ensured that operational controls are adequate and performed as required.• Management and tracking of TCS performance… Show more • Management of capacity planning across outsourced and offshored teams based in Chennai & Mumbai, India.• Tracked adherence to KPI’s.• Produced balance sheet exception reporting to Senior Management for investigation cases. • Delivered training to TCS (vendor) and ensuring that cross training requirements are met across outsourced and offshored teams.• Ensured that operational controls are adequate and performed as required.• Management and tracking of TCS performance against stipulated performance standards. Show less

• Processing new business policies, inspections and policy changes.• Responding to queries on policies and providing a high level of customer service to broker partners. • Providing clerical and underwriting support to achieve the Commercial Underwriting Department’s goals, objectives and underwriting strategies.• Data entry for new business policies, endorsements and cancellations.• Collaborating with my team on broker performance issues (e.g. missing information).

• Worked as part of a team that introduced new credit and debit cards to the Irish & UK markets.• Developed and updated brochureware for multiple debit and credit card products across AIB (Irish & UKregions.)• Completed a project that required large volumes of brochureware to be updated within 4 monthsacross the UK and Ireland, this project was delivered on time.• Responsible for proofreading terms & conditions and brochureware prior to printing and publishing.• Liaised… Show more • Worked as part of a team that introduced new credit and debit cards to the Irish & UK markets.• Developed and updated brochureware for multiple debit and credit card products across AIB (Irish & UKregions.)• Completed a project that required large volumes of brochureware to be updated within 4 monthsacross the UK and Ireland, this project was delivered on time.• Responsible for proofreading terms & conditions and brochureware prior to printing and publishing.• Liaised with various stakeholders to achieve signoffs, overcame difficulties that arose and dealt with senior management to quickly achieve signoffs.• Greatly improved my relationship-building skills during my time with the bank.• Worked with colleagues in the UK & Ireland to update the AIB Group websites, assisted inimproving their marketability, whilst ensuring compliance requirements are met.• Monitored external comparison websites to ensure that pricing was correct and up to date.• Processed local and international payments to credit cards.• End of day balancing for various accounts. Show less

• Dealt with various home and motor insurance sales/queries on a daily basis.• Exceeded cross-sell targets while working in both Sales and Renewals.• Nominated for employee of the month twice (May and September 2013)• Ensured that I correctly advised clients on their motor & home insurance queries and maintainedcompliance standards.• Received various commendations from customers expressing their appreciation for the level ofcustomer service that I provided.•… Show more • Dealt with various home and motor insurance sales/queries on a daily basis.• Exceeded cross-sell targets while working in both Sales and Renewals.• Nominated for employee of the month twice (May and September 2013)• Ensured that I correctly advised clients on their motor & home insurance queries and maintainedcompliance standards.• Received various commendations from customers expressing their appreciation for the level ofcustomer service that I provided.• Confident and efficient in the use of RELAY and TIA operating systems.• Facilitated customer’s needs in an organised and timely manner. Show less