Sharon O'Brien Email and Phone Number

Senior Manager - Mortgage Arrears Support Unit (ASU)Key responsibilities include:• Head of Operations ASU with responsibility for Compliance, Audit, Complaint & Ombudsman Queries, Back Office Operations, Staff Training• Performance management responsibility for 54 staff • Operational support for ASU unit of 350 staff• Project Lead for Code of Conduct for Mortgage Arrears 2 (CCMA2) communication changes• Change Manager with responsibility for ASU system updates• ASU Business Lead representing ASU on Code of Conduct for Mortgage Arrears (CCMA)1, Consumer Protection Code and Mortgage Arrears Resolution Strategy (MARS) implementation projects.• ASU Business lead representing ASU on new mortgage product development projects and implementation.

Manager - NAMA Project Manager in charge of Data Capture - Information & Reporting Stream, AIB NAMA Project.Key responsibilities included: • Performance management responsibility for 120 staff• Defining project set up requirements (structure, management, resources) with Executive sign off• Defining and implementing end to end process requirements for Data Capture, Quality Control and Quality Assurance procedures• Managing regularly changing deadlines, scope and resource uncertainty• Reporting directly to General Managers and Executives, engaging with Group Internal Audit, Programme BAG (Business Approval Group) and updating the ROI Change Approval Executive Team

Manager reporting directly to General Manager Area Dublin. Key Responsibilities included:• Retail support contact for all Area Dublin Regional Directors and Branches.• Review and recommendation of all strategic property requirements for Area Dublin.• Planning and scheduling monthly Area Dublin Retail forum for engagement between Regional RD's and key Head Office Support Functions• Review of Area Dublin Branch KPI's in conjunction with Regions and Key Support Functions • Management support for Branches with regard to the escalation of Customer Complaints to GM level• HR support for Branches with regard to sensitive and complex staff issues• Monthly engagement with Audit function to assess compliance with Operational and SOX Requirements

Manager - Direct Banking Centralised Telephony Project Manager responsible for rollout and review of Centralised Telephony Project incorporating Retail Branches and Business Centre locations. Key responsibilities included: • Implementation and review of Centralised Telephony model in key Retail and Business Centre locations• Attendance at Area Retail Forum to present key feedback on implementation of centralized telephony on a Re

Manager - Project Alpha Manager seconded from Retail Network to support the design and rollout of key strategic change project to the Retail Branch Operating model. Responsibilities included: Business lead to the design and implementation of Project Alpha requirements, focusing on front line Retail Customer Engagement, Centralised Telephony, Centralised Credit Functions and Segmentation of Customer Base. Business lead to the design and rollout of Retail Manager role to the Retail network. Support and engagement with Regions during implementation phase of Project Alpha Business lead support to communication strategy to Retail Network Post implementation review of Project Alpha to Retail Network Business Lead to the design and implementation of key MIS to support retail network review of performance against objectives

Branch Manager with responsibility for Retail Branch of 24 staff. Key responsibilities included • Overall responsibility for Commercial and Personal portfolio of customers.• Overall responsibility and sign off for Operational, Audit and Compliance function• People and Performance Management responsibility for team of 24 staff• Delivery of Key Performance objectives covering financial, people Management, Customer Service, Governance and Operational Excellence targets