- Product Owner of all Ulster Bank Digital Platforms: Mobile App, E-Banking, Manage My Mortgage, ulsterbank.ie.- Implemented a digital solution to support the closure of customer accounts as part of the Ulster Bank withdrawal from the Irish Market.- Developed the decommissioning strategy for all Digital Platforms.- Led cross-functional teams to deliver projects on time and within budget.- Responsible for the testing of all Mobile App/E-Banking releases.- Developed and maintained strong relationships with key stakeholders.- Full ownership on all digital governance which included completing Customer, Privacy and Records Management Impact Assessments along with Change Risk Assessments.- Analysed customer data & produced monthly insights to executive level.- Produce and circulate internal communication packs ahead of each digitalreleases for front line teams.

- Team manager over 3 team leaders and 50 staff.- Experience in managing team members remotely and onsite.- Identifying and implementing process efficiencies. Lead Physician Model Workshops regularly on our top complaint trends to continue to improve the service we provide to our customers. - Representing my department in front of key stakeholders on our performance and service delivery statistics.- Coaching / 121’s - maintaining and improving team and individual performance and development.- Drafting risk policies/procedures ensuring they are fit for purpose and relevant to the operations environment.- Coordinating and Managing multiple projects.

- Leader of 24 staff and ensured the effective delivery of high quality and reliable cash services to our Corporate and Retail Customers. - Manage operational and cultural change in a service driven environment through building productive relationships with staff at all levels. - Create and foster a climate of continuous improvement across the team striving for excellence and contributing to the on-going development of the overall Customer Service proposition to the Corporate and Retail Banking Divisions.

Manage and monitor improvement activity within the centre- Collaborate and influence management to implement and embed change.- Plan and review project implementation plans and drive their delivery- Successful delivery on a project with all our ROI Branches, which has increased capacity within the centre, orders/remits went from €110 million a month down to €60 million. Which has led to more machine capacity within the centre and achieved cost reductions for our retail branches. - Delivery of several highly successful Root Cause Problem Solving sessions and provide RCPS Training to centre TL’s/Staff. - I tailored lean awareness training based on staff feedback to make it more relevant and understandable to the business. Further improvements were made through the Plan-Do-Check-Act cycle

- Group AVC and PRSA administration, quality checking and data entry- Providing customer service to brokers and customers- Client relationship management with key brokers- Processing AVC retirement options and paying claims- Planning and overseeing annual retirement campaign for teachers- Providing on the job training and mentoring for new staff- Maintaining agreed service level agreements