Leading a team to deliver exceptional service and transform our processes into a simpler and more efficient model.

Leading an experienced team delivering service innovation, strategic and regulatory change for customers & colleagues. Enabling transformation and delivering simpler and better service for our customers and colleagues.

Working with Direct Channels (365 online & phone) to deliver change programmes including PSD2, New App, Secure Customer Authentication (SCA) and internal projects.

Working within Distribution Operations to support the Retail Branch Network and Direct Channels in addressing the risks faced within the business. Developing and improving Risk Control Self-Assessments across multiple business lines. Managing team responsible for identifying and reporting Operations Risk Events in line with regulatory requirements. Conducting root-cause analysis on risk trends and developing solutions to close out issues and actions.

Certus is a Financial Services Outsourcing company who manage loan books for several client financial institutions including Lloyds Banking Group, permanent TSB and AIB. Responsible for leading a team of 40 people across a number of teams (including Primary Loan Servicing, Security Management, Central Operations and Payments) providing back and middle office services on a c€30bn commercial portfolio for over 10,000 customers. Key achievements • Delivered FTE savings of over 25% by leading a cross-functional change and efficiency program using Lean principles resulting in cost reduction of c€2m. • Led the external buyer/servicer interaction to off-board a c€11bn portfolio and enabling the successful transfer of activities to new servicing companies including Pepper and Bank of Ireland. • Led the Central AML Unit who were responsible for conducting all AML/CDD activity for commercial clients, including periodic reviews, new customer assessment and internal reporting. • Accountable for Service Levels for SOX Compliance, Conduct Risk, AML Policy and Data Quality and achieving 100% service level performance for the last 4 years.• Delivered a number of projects in the AML/CDD arena including conducting a risk based assessment on over 7,000 clients and update and rollout of new company AML/CDD procedures. • Created a culture of continuous improvement through regular reviews of over 80 operational processes to identify issues and acting pro-actively to improve processes and controls and reduce risk resulting in fewer incident reports and improved audit outcomes.• Liaised with client companies to develop and monitor Critical Service Levels, including negotiating service level contracts for several tasks and ongoing accountability for performance.• Created forecasting tools for use by other teams across the division to enable pro-active analysis and management of workloads and resources leading to improved resource usage.

This role involved managing a new team of 18 colleagues to produce contractual customer correspondence for commercial clients and providing middle-office administration support to a number of different divisions within the company.

Managing a number of teams across several functional areas, including Customer Service Support, Commissions and Client Reviews in a busy outsourcing environment. Responsibility for ensuring service delivery in line with agreed Service Levels for client companies.

Managing the New Business and Existing Business teams at various times for a portfolio of offshore life assurance and savings products for a number of clients as part of an outsourced servicing agreement.

The job involved servicing the existing book of business by processing policyholder requests within agreed turnaround times. I was asked to lead the Plan Reviews Project Team when it was set up in early 2003. This was a major project to deal specifically with the reviews of both single and regular premium life assurance products due to their poor performance. It involved communicating with a large number of policyholders on an ongoing basis in relation to the current status of their unit-linked plans. This required strong communication and organisational skills while the project was being initiated and delivered due to the high volume of customer complaints and queries generated by the review process.

I worked within a busy Bancassurance department dealing with queries from both brokers and customers, processing new applications and encashment requests.