David Murphy Email & Phone Number

County Dublin, Ireland

Dublin

Responsible for the Customer Experience and Global Product Launches including Kindle e-readers, Fire Tablets and Fire TV

Dublin, Ireland

Global Strategic Program Manager with responsibility for delivering business critical change programs including: - Re-design & delivery of Customer Service Contact Strategy driving internal efficiencies combined with an improved overall customer experience - Customer Segmentation Program - Successful Design and Delivery of Customer Segmentation Program focusing on Top Customers and Newest Members- Contact Routing Strategy (20 month Program) - Roll out of new contact routing solution across all Customer Service and Back Office Functions. This successful program changed how all calls, e-mails and cases were delivered to customer agents

Dublin, Ireland

Analyse the MS Financing Product offering across EMEA to identify our most successful products based on applications, approvals, volumes and marginsResponsible for the adherence of MS Financing policies and procedures by other MS groups and third party vendors Responsible for the identification of operational and business improvements, both internally and with external providers, including gathering business requirements for operational, system and product changesOwner of country specific operation Scorecard data to monitor performance against agreed upon metrics and Service Level Agreement targets (Spain, Netherlands, Belgium & Italy)

Dublin

Reporting to the COO, I managed the follow major assignments during my time in this role:Leading Irish General Insurance Company, Business Support Centre – Strategic Change ProgramLeading the client’s Business Re-engineering Services team, Successfully identified 38% capacity increase within existing staff levels through process optimisation and automation in the Customer Support Centre. Leading Domestic Bank – Strategic Change Initiative reporting to Retail Division DirectorWorking with client’s Six Sigma consultants, my role required me to identify product optimisation and process re-engineering opportunities . This project analysed product offerings across Deposit; Mortgage; and Credit Card ProductsLeading Domestic Bank, Mortgage Services – Operational Change ProgramSuccessfully identify and deliver a workflow solution to the Mortgage Retentions team, resulting in a 13% increase in the retention rate. My role involved analysis and validation of existing management information (using SQL), business requirement gathering, system compatibility review, testing, and end user training. One of my key deliverables was a new suite of Management Reports providing tailored reports to team leads right up to senior management

Dublin

Leading Irish Bank, Business Banking – Basel II Program, Policy & Compliance Delivery ManagerBusiness Banking Basel II Policy – Delivery of Business Banking Basel II and Credit PolicyCredit Risk Mitigation – Business Banking representative at group level for CRM system designBasel II Solution – Ensuring all Business Banking Basel II solutions are complaint (as per Basel Accord)Documentation Management – Implementation of an auditable documentation policy and processLeading Irish Bank, Business Banking – Strategic Change ProgramSegment Strategies and Local Market Plans – Design and implement a comprehensive strategic plan based on customer segmentation Integrated People Plan – To attract, develop and retain top-class business bankers Credit Operations Re-engineering – Including defining customer services modelRelationship Management / Sales Capacity – Create and implement ‘Best in Class’ modelFit for purpose IT / Systems – To deliver fit for purpose Business Bank Tools including CRM system

London, United Kingdom

Cost Efficiency Change Program (reporting to COO)Re-engineering savings in the B2B business unit as part of a group savings initiative of Stg£13.7m This was achieved through business process re-engineering and outsourcing (to Pune, India)As well as reducing the overall cost base, objectives were to improve process efficiency and create additional capacity within existing staffing levels

Dublin

Over a 9 year period I enjoyed success across a number of roles within Hibernian• Claims Handler Responsible for settling claims on behalf on my corporate clients• Management Accountant Responsible for preparation of Monthly Management Accounts and Statutory Returns• Financial Planning Investment Consultant - Consistent sales results and business development in the Dublin area• Business Analyst - Projects Team Responsible for a number of Revenue Generating and Credit Control initiatives