Key Responsibilities:•Underwriting small business payment break applications for the ROI Branch Network up to a threshold of €500k whilst maintaining high credit standards and complying with internal and external policy and procedures.•Supported frontline staff daily by phone/email to ensure that the applications for payment breaks were submitted correctly and the customers received the necessary support during and after the lockdowns.

Key Responsibilities:•Managing three separate teams within the Credit Department (total staff 26)-The NI Small Business and Agri Underwriting Team, the NI A/C Management Team and the NI Recovery Team.•Performance management of 6 direct reports including goal setting, interim and annual reviews as well as development, coaching and mentoring my staff to ensure the teams are high performing and that succession plans are robust.•Responsible for underwriting credit applications for business/agri customers up to a maximum exposure of £500k. Managed new lending approvals of approx. £8M each month (circa 200 applications). Responsibilities included one-up discretion and policy exception sign offs, appeals and sampling to ensure high credit standards were maintained.•Responsible for the account management of the Northern Ireland business and consumer accounts and recovery of debts where appropriate. Total recoveries for 12mth period £6.6M v’s target of £4M.Achievements included: •Successful rollout of a project that saw the credit unit´s NI threshold increase from £300k to £500k.•Strong focus on risk management as evidenced by satisfactory ratings in both external audits (Lending Standards Board), the Bank´s internal audits and 2nd Line Defense sampling for the Underwriting and Collection/Recovery teams.•Played a key role in streamlining the BOI customer journey in Northern Ireland by working directly with my colleagues in Business Banking NI to set up a new Business Direct Team. I helped to draft procedures and scripting for the Business Direct Team and, held credit capability sessions with the staff to give guidance on how to interview customers and complete a good credit application.•Delivered on staff reduction and cost budgets by successfully implementing a robotic solution into the NI Account Management Team and continued to drive operational excellence by using AOMI tools. Costs reduced by £200k (4 FTE) in a 12mth period, exceeding my target.

Key Responsibilities:•Promoted to Manager of the newly formed NI Small Business & Agri Underwriting Team following the closure of the Credit Department in Belfast.•Responsible for underwriting business applications for the NI Network up to a threshold of £300k.•Built up strong relationships with key stakeholders, including the Business Banking Team in Belfast, NI Branch Managers and Financial Advisors, providing MI and attending meetings when required.•Performance management of three direct reports including, goal setting and performance reviews, as well as providing ongoing recognition, feedback and support.•As this was a new team, processes and procedures were written in line with the unit’s overall credit policy and full training provided to the new underwriting team, as well as the Financial Advisors in the NI Branch Network (3 underwriters and circa 40 Financial Advisors).Achievements included:•Developed a new SharePoint site which streamlined the application process for the NI Network and improved the overall customer journey. •Drafted new procedures and guidelines for the new site and held workshops for my staff and frontline staff (over 40 people attending the workshops).

Key Responsibilities:•Underwriting small business credit applications for the ROI Branch Network up to a threshold of €500k whilst maintaining high credit standards and complying with internal and external policy and procedures.•Supported frontline staff daily by phone/email and presented capability sessions to improve the quality of the credit applications coming from the Network (circa 30-40 Financial Advisors at each session).

•Following a year working in the Business Centre in Baggot Street Branch as a Business Manager Assistant, I was promoted to Business Manager and was responsible for managing a portfolio of approx. 100 business customers in Camden St and James St Branches, each customer had lending with BOI up to a threshold of €120k. I was based in the Business Centre in Smithfield Branch. •Responsible for completing reviews and new credit applications for the credit department on behalf of the customers in my portfolio.•Day to day management of the customers in my portfolio, dealing with queries/complaints and achieving sale targets while providing an excellent customer service.

•Worked in St Stephen’s Green Branch, Pembroke Branch and Baggot Street Branch.•During my tenure in Branch Banking, I held several positions including Foreign Exchange Cashier, Customer Service Official and Financial Advisor.•Responsibilities included running a very busy and profitable foreign exchange, balancing cash, opening new accounts, submitting credit applications and dealing with customer queries/complaints.•Achieving sales targets and providing an excellent customer experience.