John Charters Email & Phone Number

As Customer Fulfilment Executive my responsibilities included , efficiently managing enquiries, requests, and resolving issues related to mortgage accounts to ensure a seamless customer experience.Loan Administration: Support the day-to-day servicing of mortgage accounts, including payment processing, arrears management, and conducting mortgage account reviews to maintain compliance and accuracy.Problem Solving and Escalation: Proactively address customer concerns, escalating complex issues to the relevant teams and ensuring timely and effective resolution.Collaboration with Cross-Functional Teams: Work closely with underwriting, compliance, and legal teams to ensure the smooth servicing of mortgage accounts and provide accurate, up-to-date information to customers.Performance Metrics and Reporting: Monitor and report on key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction, ensuring adherence to service level agreements (SLAs).Process Improvement: Identify opportunities to enhance mortgage servicing processes, contributing to streamlined operations and improved customer satisfaction.Incident Management: Analyse team incidents and errors, identify trends, and collaborate with the Training Manager to implement preventative actions, reducing overall incidents and improving team performance.

Governance & Assurance Associate, my responsibilities included conducting risk assessments, managing incident forums, and ensuring compliance with internal audits and regulatory guidelines. I collaborated with senior stakeholders to drive the implementation of regulatory changes, such as DORA, and contributed to enhancing the firm’s operational resilience through business continuity planning and disaster recovery coordination.Business Process Analysis & Improvement: Conducted in-depth analysis of business processes as part of governance and remediation activities, identifying opportunities for process improvements and ensuring alignment with compliance and regulatory requirements.Stakeholder Engagement: Acted as a key liaison between business units and governance teams, facilitating clear communication and ensuring that change initiatives were delivered in alignment with business goals and regulatory standards.Data-Driven Decision Making: Developed and delivered regular management information (MI) reports, including risk assessments, to senior leadership, ensuring data-driven decision-making during project execution and compliance monitoring.Supplier & Vendor Management: Conducted due diligence and risk assessments of third-party suppliers, ensuring operational changes were in compliance with industry standards and business continuity plans. Supported in contract and SLA reviews to optimize vendor relationships and mitigate risks.Operational Resilience & Risk Management: Supported the firm’s Operational Resilience Framework, ensuring that business continuity planning and disaster recovery processes were in place and tested regularly, driving improvements to risk mitigation strategies.Regulatory Change Implementation: Drove the implementation of regulatory and legislative projects, ensuring the business adapted to new regulations such as the Digital Operational Resilience Act, and integrated necessary changes into the firm’s policies and procedures.

Social Media Management:• Managed DSG Academy’s social media presence across platforms including Instagram & Facebook.• Created and curated content, including photos, videos, and promotional posts, to highlight coaching sessions, tournaments, and academy achievements.• Monitored and responded to social media interactions, ensuring positive engagement and quick resolution of any issues or inquiries. Scheduling and Administrative Support• Assisted in managing the coach's busy schedule, including booking appointments, coordinating with clients, and organizing practice sessions.• Maintained an organized calendar and ensured timely communication with clients, resulting in improved efficiency and client satisfaction.• Supported in organizing events and workshops, including managing attendee lists, setting up venues, and ensuring smooth operations on the day of the event.

County Dublin, Ireland

From 2016 to 2023, I served as a Project Support Analyst and Business Operations Analyst within the bank's remediation team. I provided critical business support across multiple high-profile banking projects, focusing on business process improvement, data analysis, and reporting. I worked closely with senior executives and project teams to manage compliance, coordinate change initiatives, and enhance operational efficiency, while also supervising and mentoring junior team members to ensure successful project delivery. - Business Process Improvement: Supported the documentation and analysis of business processes, identifying inefficiencies and recommending solutions to enhance operational performance across multiple projects for the business operations team. - Data Analysis & Reporting: Designed and developed tailored reports and dashboards, providing key insights to project stakeholders and senior management to support decision-making and ensure project objectives were met.- Stakeholder Management: Worked closely with Project Directors and cross-functional teams to deliver operational and administrative support, ensuring smooth project execution and alignment with business goals.- Change Management: Supported several high-profile remediation projects by coordinating change initiatives, managing compliance, and implementing new policies and procedures across commercial and personal banking sectors.- Compliance & Risk Management: Ensured all team members complied with onboarding, training, and policy requirements. Conducted regular audits and system access reviews, contributing to risk mitigation and compliance adherence.- Team Leadership: Supervised a small team, provided training and mentorship to new hires, and managed task allocation to ensure efficient project delivery.

Provided professional, accurate information to corporate clients on pensions and funds & ensured the accuracy of the information updated on customer profiles• Coordinated onsite visits for clients as needed

Performed a variety of customer service actions including credit card management, arrears management, etc• Managed complaints in a calm & respectful manner & supported colleagues with complex cases.

Face to Face customer service. Stockroom work, Till work and Cash handling experience and general customer service.Skills: Customer Care, Cash Handling, Sales

Certificate, Business And Digital Skills

Diploma, Business Management, Diploma

One year course in a Diploma in Business Management part time.

Leaving Certificate

Leaving Cert year ending 2011