Business Manager for Midwest/West Region with responsibility for Quality Assurance and Risk Management, Finance and HR.

• Vision & Scope: Leads all operational, business, compliance, training, and personnel development activities associated with each area of management. Liaise with other business units such as Directors, RISK/Fraud department, Marketing, Complaints, Head Office IT and Irish Operations Management.• Personnel Management: Manages a team of 4 District Managers and 30+ self-employed people developing a business unit responsible for sales, collections, arrears management and customer experience delivery in home credit industry. • Innovation & Growth: Identifies opportunities for improvements in range of services and their delivery, value for money and other efficiencies within ownership areas. Introduced new digital technology tools that replaced entirely paper-based processes. Ultimately impacted 60 staff members and 650 agents with improved technological advancements.• Customer Experience: Recruit, train, coach and support staff and agents on new and existing customer service management practices. Transitioned entire unit to a virtual environment during COVID-19, adjusting in-person practices to entirely new virtual engagements.• Compliance Management: Directs all operations with company policies, procedures, practices and standards and in ordinance with SOPs and Central Bank Regulations. Collaborates in field work with colleagues and agents to develop regulatory best practices with focus on customer experience.

• Organisational Leadership: Managed a diverse team of 4 DM’s and 25+ self-employed agents. Worked closely with Senior Management & Directors in delivering services to the highest standard and contributing to the holistic development and implementation of strategies and policies.• Personnel Development & Management: Managed all 100+ area staff and developed a business unit responsible for sales practice, collections, arrears management and customer experience delivery. Created new business coaching strategic plan within Galway Area to streamline communication strategies and partnerships between local agents.• Target Achievement & Continuous Improvement: Identify and implement business growth opportunities within the Mayo/Galway Area. Strived to identify ways to consistently improve the business YTD through the implementation of initiatives to increase revenues whilst reducing costs.• Managing Risk & Compliance: Learned, organized, and disseminated all new CBI regulations to team of 25+ employee and 4 DM’s to ensure that new practices were implemented and understood. Monitored compliance in all aspects of work completed by management team and respective agents.

• Managed a team of 10+ self-employed professional agents to develop a business unit responsible for sales, collections, arrears management and customer service. • Credit vetted customer loan applications to ensure sensible lending decisions.• Recognized as the Credit Policy Champion for Sligo Area – notified other DM’s of breaches of policy on weekly basis.• Achieved target KPI’s on a weekly, monthly, quarterly and yearly basis.• Ensured business practice was aligned with company policy and regulations outlined by the Central Bank of Ireland.• Created and facilitated business coaching to 50+ new and existing agents within designated section.• Identified and implemented business growth opportunities within the Mayo area and provided exceptionally high levels of customer service.

• Developed NEA from a start-up to a medium-sized business operation. Led business development vision and service deployment for 14 offices on a nationwide basis that provided energy related solutions to home owners and SME’s. • Managed a head office team of 10+ employee whom delivered customer service, project management, service development, the invoicing of sales and detailed statistical analysis.• Remotely managed and supported 13 franchisee operated offices that employed 40 people nationwide. Provided training needs analysis, delivery of new training programmes, appropriate technical support, financial analysis, quality assurance and product knowledge.• Delivered CPD training to legal and construction industry professionals.• Presented company information and data at tradeshows, sales meetings, franchisee meetings.• Communicated issues and queries to government departments, government agencies and financial stakeholders within the NEA group.