Mary O'Connell Email & Phone Number

Ireland

Ireland

I assist companies to improve their business processes to better serve their clients. My expertise spans financial management, project management, customer service, order to cash, transformation, innovation and change management . I partner with executive management teams to assess current processes, working with with key clients to:Develop StrategyDesign Operating ModelDrive process improvementManage service design and implementationAdvise on outsourcingProject managementChange management andDelivery of Operational Excellence

Uk And Ireland

Direct overall functions and activities associated with bottom-line accountability of budget, including P&L and expense management for UK and Ireland. Administer all aspects of the working relationship with clients in automotive, utility, financial services, and telecommunications space from two sites in Ireland and three sites in the UK. Supervise evolving challenges of client transformation and innovation, including robotics and automation.Achieved bottom-line results by increasing 10% yearly revenue growth in Ireland. Acknowledged for outstanding contribution in revamping UK operations in first six months, resulting in driving and boosting an annualised saving of 600K.Commended by senior management, won credit management team of the Year Award in Dublin 2016 as well as nominated and achieved Gold Award winner for people management in Ireland.Applied ardent business-ownership approach and opportunities with commercial team to a value of 7M PA.

Dublin Ireland

Assumes full responsibility for Client delivery in both the BPO and closed Debt Collection space.Achieved bottom-line results by increasing 10% yearly revenue growth in Ireland. Commended by senior management, won credit management team of the Year Award in Dublin 2016 as well as nominated and achieved Gold Award winner for people management in Ireland.Applied ardent business-ownership approach and opportunities with commercial team to a value of 7M PA.

Kraków Area, Poland

Leveraged astute analytical capabilities and perceptive operational requirements for spearheading formation and stabilisation of new site, while ensuring to embed the Arvato culture and values in Krakow. Rendered impeccable management expertise to supervise comprehensive P&L accountability and holistic endeavours of service delivery within Krakow site. Fostered congenial relationship with global process management in line to devise client strategy. Played a vital and leading role in establishing management team to ensure strong leadership, development of a top-quality team, breadth of competencies and ability to deliver ‘Value Add’ and innovativeness to the global process management team and client. Collaborated and delivered support to senior management in various sites, including Ireland, USA, China, India, and LATAM to identify operational efficiency programmes.Headed a diverse and broad range of projects from concept to final delivery in accordance with targets agreed with global process owners and key account management.Successfully implemented key performance indicator reporting to support transparency and enhanced decision making, thereby driving optimisation of results and effectiveness of service delivery.Achieved quality service and delivery, while adhering to time and budget constraints with correct resources.Ensured compliance with agreed SLA’s ‘green’ within agreed timeframes of 6 to 12 months specific process.

Dublin

Arvato Financial Services (BPO) - DublinGlobal Operations Manager OTC/EMEA Fin Ops Centre LeadManaged Billing, Customer Service, Cash Applications, Business support, Credit and Collections in EMEA with global responsibility for Credit and CollectionsLed a diverse team of 180 staff globally across numerous sites, delegated work tasks, and oversee subordinate activities. Ran recruitment process and hired 80 heads in Manila, while monitoring overall aspects of on boarding, training, relationship building, risk mitigation, and service delivery to client standards. Conceptualised and initiated aggressive growth plan to design and execute new approach to collections moving from standard to risk based tailored model. Upheld superior level skills to streamline processes for all locations, EMEA, US, LATAM and APAC. Built ground breaking, multi-channel, and multi-faceted engagement strategy plans to boost performance. Methodically organised clients team in EMEA, including credit, collections, cash apps, reporting, billing, HR, and finance to ensure excellence and cost-effective delivery across the fin ops organisation.Slashed turnaround time for cash application to 99% within 48 hours and new legal customer risk approval to 90% from 78% within 72 hours as well as abridged more than 60 debts to 4% from 5.5% of total AR.Successful delivery of all SLA’s and KPI’s leading to additional work allocation/increased revenue from Client Maintained credit and collection procedures to accommodate company goals and expectations.Built collaborative rapport and strategic partnership with client to increase relationship and collaboration

Co Laois

Returned to Ireland from Australia in 2010 – worked for the family business for 8 months before starting with Arvato Financial Solutions

Sydney, Australia

Sydney, Australia

Managed up to 120 staff. Built high performing, motivated teams and provided customer service leadership.Achieved business focused results leading to a decrease in DSO of 10 days, a reduction in bad debt expense from 1.1% of revenue to .5% and a reduction in debt greater than 90 days from 20% to 8%.Initiated and led the implementation of a new collection system for the commercial space.Designed and implemented a process for the reduction in turnaround time from 4 days to 1 for credit note processing.Introduced new processes for managing risk – the new process included the 3 monthly reviews of all wholesale customers and an increase in securities held.Improved customer and sales relationship management driving significant customer enhancements.Established policies and procedures for risk, credit, collections, recoveries, administration, cash processing, claims assurance and disputes.Lead and directed customer negotiations relating to credit line, disputes or payment/exposure issues.Managed business improvement projects inclusive of IT projects as part of the Customer Service organization.An accredited trainer managing training staff.Managed outsourcing of uncollected debt to third parties and reporting organizations.Worked with internal legal counsel on recovery of large debt.

Sydney, Australia

KEY ACHIEVEMENTS Achieved reduction in SL from 4 days to 2 days in first two weeksHired and trained 60 new AO’s (building team to 150) to allow for product release and pricing enhancements.Successfully managed a multimillion dollar budget.Created an engaging work environment with staff wanting to come to work.Created a new and efficient team structure for approvals – aligning teams and strengths as appropriate

Sydney, Australia

KEY ACHIEVEMENTSImplemented appropriate credit and collection rules that govern the industry, which led to the reduction of debtors’ days from 102 to 36, a market leading result within the Telco environment.Reduced over 90 day balance from 18% to 5%. This was achieved by training the staff on the art of dispute resolution and negotiation skills.Reduced bad debt from 20% of revenue in 2000 to less than 1% in 2005. Improved initial credit risk management was the tool used to create this outcome.Managed teams in Australia, Hong Kong, Singapore, India and Japan.Employed an open, hands-on management style, and introduced training plans focused on continuous improvement, which resulted in reduced staff turnover, improved productivity and increased staff satisfaction.Established and documented processes for all functions within the credit area, which ensured a uniform approach to credit and collections and provided useful guidelines for staff to work with.Established an excellent working relationship with sales and customers

Education record

Final

Activities and Societies: Debate team, school prefect, choir, basketball. Several accounting, financial, management, customer service.