Meg O'Keeffe Email & Phone Number

County Cork, Ireland

Cork, Ireland

Had full responsibility for the management and development of Quality Assurance systems for three sites, ensuring that the strategy, standards, policies and best practice is in place and adhered to at all times. I also managed a team of 4 staff covering various roles across the office. Established a quality-oriented culture through implementation of an.

Managed workflow and coordinated day to day activities of Complaints Assessors for UK, Ireland and Spain, one of which was managed remotely, handling regulatory reportable complaints for gadget, payment protection, life and products insurance.Successfully reduced complaints average handling time from 90 days to 10 days within two months of assuming.

Assumed responsibility for training needs analysis, design, delivery and evaluation of training programmes for all operational functions.Created training programmes for new products, soft-skills, career path, regulatory, systems and technical training for European Operations (Germany, Italy, Spain, UK and Ireland).Created, delivered and continuously.

Continued role as Quality Auditor while also taking on Training and Complaints handling duties.Identified risks, areas for improvement and training gaps; implemented process improvements and provided training and coaching support in order to rectify these. Assessed complaints for Property, Life and PPI claims decisions along with PPI sales complaints..

Cork

Selected for first Quality Audit team for the UK and Irish business to establish Claims, Contact Services and Policy Administration departmental audit programme.Established testing and scoring based on regulatory handbooks and internal SOPs.Managed and edited MS Access audit database and Excel based monthly agent audit reports.Conducted and reported on.

Adjudicated Creditor (unemployment, disability, life) and property claimsAnswered large volume of customer and broker queries and disputed claimsRan daily management reports, financial reports, weekly client reports and payments.Consistently exceeded quality and performance targets set

Investment Operations And Compliance, Investments And Securities

Post-grad

Higher Diploma In Insurance Management, Business And Personal/Financial Services Operations, Level 8

Certificate In Learning And Development