Shea O'Hanlon Email & Phone Number

- Led the delivery of annual financial crime risk assessments, demonstrating strong analytical and problem-solving skills in resolving issues and coordinating communication across first and second-line colleagues. Leveraging expertise in risk management and compliance to ensure regulatory adherence.- Managed the risk appetite statement for financial crime, conducting thorough data analysis and trend identification to provide strategic recommendations to management across all levels.- Played a pivotal role in drafting and articulating clear and concise reports, including the CRO Report, Financial Crime Report, and SAR reporting to the NCA, contributing to improved regulatory compliance and risk mitigation strategies.- Conducted end-to-end horizon scanning processes, ensuring timely dissemination of relevant information to key stakeholders and proactive identification of potential risks and opportunities.- Organized and facilitated ERM forums, fostering collaboration and knowledge sharing to enhance risk awareness and prevent breaches or incidents.- Developed and implemented comprehensive training modules, including Combat Financial Crime and Conduct Risk, ensuring compliance with regulatory requirements and promoting a culture of risk awareness and customer-centricity.- Proactively collaborated with other Risk Management colleagues to develop enterprise-wide solutions and drive performance improvement initiatives.- Established and managed outsourcing and third-party relationships, ensuring contractual obligations were met and conducting annual risk assessments to mitigate cross-taxonomy risks.

- Coached and mentored advisors: Provided guidance and support to advisors within the Digital Team and throughout the department, ensuring adherence to compliance standards and maintaining a strong customer focus.- Performance optimization: Identified and addressed shortcomings within the Digital Team, conducting root cause analyses and implementing targeted training programs and reply systems that increased team and departmental output by up to 40%, resulting in enhanced customer experience.- Effective communication and relationship management: Regularly liaised with senior management to provide updates on team performance and identified trends, demonstrating strong interpersonal skills and maintaining effective working relationships with colleagues across all levels.- Time management and prioritization: Organized daily team roles to achieve SLAs and prevent breaches or incident reports, ensuring efficient allocation of resources and timely completion of tasks.- Training and development: Provided training to new staff to ensure understanding and adherence to policies and procedures, including delivering sessions on handling difficult calls and customer interactions, contributing to colleague development and fostering a supportive work environment.- Performance management: Conducted performance evaluations and provided feedback to team members, identifying skills gaps and facilitating staff development through coaching and one-to-one sessions.- Regulatory compliance: Completed monthly risk returns and oversaw telephone and secure mail activities to ensure regulatory compliance levels were met, contributing to a culture of risk awareness and adherence to regulatory requirements.- Presentation and reporting: Presented team performance data to senior management in easy-to-understand formats, ensuring clear and concise reporting on key performance metrics and compliance levels.

Belfast, United Kingdom

- Strategic Leadership and Performance Management: Successfully managed a team of 12 new advisors, leading them to become the top-performing team within the department for eight of twelve months, exceeding KPIs.- Risk Management and Compliance Oversight: Completed monthly risk returns ensuring regulatory compliance through overviewing, and analyzing data to identify trends and recommend solutions.- Coaching and Staff Development: Provided comprehensive training to new staff, conducted monitoring to maintain consistent performance, and facilitated staff development through coaching and feedback sessions.- Effective Communication and Presentation Skills: Liaised with senior management to provide updates on team performance, presented to groups of 12 or more in weekly team meetings and manager meetings, collated data to present performance metrics.- Resource Allocation and Multiskilling: Managed allocation of resources to meet regulatory requirements successfully, developed a multiskilling program for staff, ensuring they were able to complete their roles successfully, and recommended solutions to ensure maximum performance.- Customer-Centric Approach: Demonstrated empathy and resilience in providing support and guidance to customers, ensuring fair treatment aligned with the bank's core values, and fostering positive relationships with colleagues and customers alike.- Problem-Solving and Creative Thinking: Utilized strong analytical skills to identify shortcomings in the Digital Team, conduct root cause analyses, and implement new training programs and reply systems, resulting in a 25% increase in team output and up to 40% departmental output.- Interpersonal and Time Management Skills: Displayed excellent interpersonal communication skills when dealing with colleagues and customers, maintained effective working relationships with a large network of colleagues, and organized team to achieve daily SLAs without breaches or incident reports.

Belfast, United Kingdom

- Training and Development Leadership: Provided comprehensive training to new staff, ensuring understanding and adherence to policies and procedures, and coached and developed new colleagues in the Training Bay, instilling core values and guidelines of the bank.- Performance Monitoring and Management: Conducted daily call monitoring to ensure consistent performance by all new recruits, analyzed data to identify performance trends, and liaised with senior management on weekly updates regarding new staff performance.- Customer Relationship Management: Established strong working relationships with both personal and business customers, providing empathetic support and guidance, especially to those affected by fraud or in vulnerable situations, resulting in regular recognition for high performance.- Communication and Teamwork Skills: Demonstrated strong interpersonal and communication skills with all levels of staff and senior management, fostering positive working relationships and gaining the trust of colleagues to assist with queries in the absence of a manager.- Time Management and Organizational Skills: Organized team into daily roles to achieve daily SLAs without breaches or incident reports, prioritizing tasks effectively to meet tight deadlines and ensuring compliance with department and bank requirements.- Passion for Customer Service: Demonstrated a passion for delivering a service aligned with core values, ensuring fair treatment of customers and maintaining a strong customer focus throughout interactions.

Belfast, United Kingdom

- Exceptional Customer Service Delivery: Provided outstanding service by efficiently handling customer queries daily, ensuring timely and high-quality resolutions, resulting in consistent recognition for performance excellence.- Quick Adaptation and Learning: Demonstrated rapid adaptation to banking procedures despite lacking prior experience, completing tasks to the highest standards and on time, showcasing resilience and agility in learning new skills.- Training and Mentorship: Played a key role in training and mentoring new colleagues, ensuring adherence to policies and procedures, and fostering a positive team environment, contributing to the development of a skilled and knowledgeable workforce.- Effective Communication Skills: Exhibited strong interpersonal and communication skills, building rapport with customers and colleagues alike, and facilitating seamless collaboration across teams to achieve common goals.- Problem-solving Abilities: Developed creative solutions to address customer needs and challenges, displaying problem-solving skills and contributing to the enhancement of service delivery processes.- Team Collaboration: Collaborated effectively with team members to achieve departmental objectives, actively participating in team meetings and contributing ideas to improve workflows and customer satisfaction.- Commitment to Service Excellence: Maintained a strong focus on delivering exceptional customer experiences aligned with organizational values, ensuring fairness and integrity in all interactions.

Newry

- Providing administrative support for the company's sales and marketing activities.- Accurately record and process customer orders by telephone and email.- Calculate and provide sales quotations to customers.- Deal with relevant customer enquiries via email and telephone- Listing products for sale on The Rug House website and other 3rd party websites. Also manage and update the company website.- Provide administrative support to sales personnel to meet deadlines.- Process website orders for dispatch (which includes making dispatch lists and informing customers of dispatch and delivery times)- I dealt with existing wholesale customers, assisting them as they placed orders and calculated shipping costs for them. I also opened trade accounts with new customers.

Belfast

- Assisting the public by providing an enjoyable and engaging visit by facilitating their interaction with the exhibits. Thus creating a comfortable, safe and supportive environment.- Meeting and greeting group leaders and with the management of groups throughout their visit. This entails of liaising with the group leaders and providing orientation to groups of children and young people.- Providing excellent customer service skills to visitors in W5’s shop and coffee shop. Including cash handling, stocking shelves, stock taking and demonstrating products.- Providing assistance with corporate events in W5. This included assisting with preparations for the event, including set up, providing support throughout the duration of the event, acting as a link between the event organiser and W5 management.- Proactive fire warden with the responsibility of assisting and leading during an evacuation.

Bachelor’S Degree, Bachelor Of Science (Bsc) Hons Business Management

Higher National Diploma (Hnd) In Business And Related Subjects, General Business Management

High School