Currently working on a complaints project for a large Irish Pillar Bank using my considerable experience to provide trusted advice and guidance to our clients.

• Manage Customer Complaints operational initiatives throughout PTSB Group in a timely and cost effective manner in conjunction with each business area. • Ensure Root Cause Analysis (RCA) is conducted on all Bank complaints, identifying trends and ensuring actions are taken as required to prevent reoccurring issues or improve the customer journey. • Development and roll out of banks new Complaints Management System. • Minimise complaint referrals from the Bank to the Financial Services and Pensions Ombudsman (FSPO) through meaningful customer engagement which seeks to resolve complaints to the customers satisfaction. • Managing all risks for the department by implementing effective Customer Complaints risk and operational governance. • Adherence to CCMA, CPC, PSD2, GDRP, Data Protection and Anti Money Laundering regulations.• Review and sign off on departments Risk & Control Self-Assessment (RCSA).• Manage ptsb Dispute Resolution Service (DRS) complaints team with Financial Services and Pensions Ombudsman of Ireland (FSPO).• Driving continuous change initiative, project support and leading delivery. • Develop and monitor effective capacity plans for the delivery of operational/ improvements/ initiatives. • Responsible for presenting at monthly Complaints Committee to banks senior management team on Bank wide complaints. • Training and development of Customer Resolution Centre staff, develop A players. • Responsible for all budget, staffing numbers and management of department. • Development of ‘Vulnerable Customer’ definition for permanent tsb and design process to support customers who require assistance. • 3rd party management.

• Managed Bereavement Services, Dormancy, Current Account Switching In & Out, Signature Broker Deposit accounts, Swift Payments, Banking Payments and Deposit Services teams.• Design and roll out of Allocate tool across department.• Implementation of Active Ops for department. • Supported roll out of robotics within the department for specific processes. • Adherence to CPC, PSD2, GDRP, Data Protection, Dormancy, Switcher Code and Anti Money Laundering regulations.• Identify all risks and gaps to ensure strong controls in place to mitigate against each risk.• Review and sign off on departments Risk & Control Self-Assessment (RCSA).• Responsible for all budget, staffing numbers and management of department. • Liaised with Group Tax for annual returns for CRS/ FATCA.

• Responsible for underwriting of Transfer requests (customers looking to add or remove a name from an existing mortgage) in line with banks credit policy. • Responsible for underwriting Release of ptsb charge on security. • Responsible for storage and security of mortgage title deeds held by the bank. • Oversee planning and movement of mortgage redemption process from the Mortgage Operations department to the Securities department. • Establishing and managing Securitisation projects.• Responsible for Deeds Project, communication plans, status reports, budget, resource plan, test plans, training plans and lessons learned logs.• 3rd Party management with Solicitors and storage companies.• Adherence to CCMA, CPC, PSD2, GDRP, Data Protection and Anti Money Laundering regulations.• Identify all risks and gaps to ensure strong controls in place to mitigate against each risk.• Review and sign off on departments Risk & Control Self-Assessment (RCSA).• Responsible for all budget, staffing numbers and management of department.

• Oversee Deeds Retrieval Project to ensure charge in place on loan(s) as part of bank strategy in relation to mortgage arrears. • Implementation of escalation process where solicitors were not engaging with ptsb. • Supported loan sale team in relation to implementing bank strategy to reduce bank NPL ratio.

• Manage Broker Deposit Intermediary relationship with +500 brokers. • Grew banks intermediary deposit channel book to €1 billion.• Managed roll out of Broker 24 website to broker channel.• Managed implementation and change of bank wide process for term loans, visa cards and overdrafts.

• Manage operations team in relation to Visa cards and support branch network.• Manage clearing team in relation to daily exchange and processing of cheques and SEPA payments.• Strict daily deadlines to be met and reconciliation to Central Bank of Ireland.

• Manage team of 6 staff in relation to Dirt Exemptions, SSIA accounts and Reconciliations.

• I managed the Government SSIA scheme, known as the SSIA expert within the bank.

• I supported the client managers who traded shares on behalf of private customers.

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