Tomas Keating Email & Phone Number

Dublin, County Dublin, Ireland

County Dublin, Ireland

Dublin

• Shaping the Future Finance Operations teams that takes in Originations, Underwriting with an overall responsibility for Servicing and Collections. • Review term sheets from potential financial partners and report back to the CEO and report to EXCO. • Review defaulted accounts on a quarterly basis and deliver insights into why they may have defaulted to Chief Credit Officer.• Member of the Management team that gained full FCA authorization (previously interim)• Member of the Management team that secured a Central Bank of Ireland license. • Lead a team of customer services professionals to develop and maintain a a high degree of customer service. • Management of debt collection agencies to maintain momentum and drive milestone-driven recovery strategies. • Point of contact for debt sale of unsecured performing book • Delivered changes to the disbursement process to fund borrowers in a timelier fashion and reduce the cancelled application rate.• Sign off daily disbursements to borrower’s accounts, report on weekly disbursement amounts to CEO.• Issue reports to finance to advise on forecasted cash to be disbursed 1 month in advance. • On-board new vendors with the aid on our in-house legal team.• Managed a customer remediation project Jan 2018.• QA owner for migration to new transnational logic.• Prepare weekly EXCO reporting on performance of back book and forward flow (new book), • Manage default targets in line with investor trigger margins. • Created a process for distress and vulnerable customers to maximise return on defaulted loans• Make decisions on charge off/write off on non-performing loans.

Dublin

• Management of a team with responsibility for the operation the Everline product.• Performance management of all staff KPIs and adherence to relative policies and procedures and SLA’s.• Delivery of key collections initiatives including tactical campaigns and contact strategies.• Implementation of quality assurance framework including monitoring of adherence to all regulatory and operational requirements• Performance management of a number of third party suppliers including Debt Collection Agencies.• Conducting site visits and themed reviews on third party suppliers on behalf of Wonga to identify key issues and trends.• Drafting and implementation of effective action plans to address key risks and issues.• Analyse, design and implement all required training for staff associated with the Everline Product.• Creation of specialised training modules to compliment changing business requirements• Key point of contact for Incident Management including implementation of business continuity and disaster recovery requirements.• Delivery of a number of key business initiatives including the transitioning of an number of key products from existing sites in both South Africa and London.• Analysis of key customer metrics to identify possible fraud and development of effective processes to address same. • Use of a number of key systems such as Visio, Salesforce, Splunk and Session.

Dublin

Paylater (Scope of lending £50-£1000 for internet purchases only),- I am responsible for training the new Paylater agents on the product and tasks they must adhere to.- Review cases from new agents to make sure they are actioned correctly and to insure the customer is getting a quality services. - I implemented and manage a collection management system for customers in arrears that consist of Inbound and outbound calling, manual debt card authorizing, manual payments, part payments, and emailing based on the days in arrears and best time of success. - I manage a portfolio of customers who are in hardship classified. - I manage an increasing portfolio of arrears customers. - I have in-depth knowledge of salesforce platform and its workings. - I have prepared “How to guides” that have been approved into the core company platform.- I update the Dublin Leadership Team on SLA’s and product performance.- I attend monthly conferences with the Paylater Leadership team in the UK to assess the products performance over the last month and forecasting trends for the following month.- I put in place any new procedures that may come out of the above meetings and make sure the rest on the paylater specialist are aware and trained on these matters.- I implemented a fraud referral program between paylater and Fraud Operations to try and reduce any fraud elements that may have arisen since product launch; this program has been approved and written into company procedure. - I action tasks from customers via Salesforce - Address customer concerns via inbound calls and inbound emails.- I conduct call backs for customer regarding complaints and escalations.- Use tools such as Splunk and Session studying buyer behavior with attempts to increase the conversation rate on the product. - Advise them of the Progress Problems and Plans (PPP’S) for the product every Friday

Blanchardstown

- Quinn Direct Insurance July 2008 – January 2013- Role Team Leader- Roles & Responsibilities:- Achieve targets set out by Claims manager.- Coach handlers on claims when they are not confident in certain areas.- Make sure handler are progressing claims - Conduct team leader reviews - Conduct one 2 ones with handlers,- Conduct regular team meetings on a monthly basis- Work with Regional Claims Controller to keep team costs down.- Review work flow management.- Cover for Regional Claims Controller during A/L or absenteeism.- Review old files on an ad hoc basis to see if handler has adhered to insurance standards.- Carry out accurate closure reviews to make sure Claims that are closing should be closed and - Ensure that all staff is aware of the location of the Claims Procedures, have adequate training, can pro-actively progress all claims and that they identify their potential closures at the beginning of each week.- Send out workloads for claims handlers and ask them to ensure that the list of open claimants is correct-ensure they revert with updates and progression.- Discuss potential closures for that week with each handler and what needs to be completed on them for closure.- Send stats to claims handlers one a week to show each handler how they performed in the previous week and what targets have to be hit to reach KPI set out for the month.- Conduct one to one reviews with handlers – giving feedback on performance.- Make sure that all claims on the team are negotiated by the handlers for Personal Injuries, Property Damage Car-hire, Storage, recovery charges etc once applicable. Keep the costs a low as possible while being fair and reasonably to the claimant.- Make sure Services provider are meeting required SLA’s- Attend the Department meeting to share views, trends and to see how the team and region is performing against other department.

Dublin

- Irish Mortgage Corporation: 0ct 07-May 08 Role: Assistant Administration Manager- Duties Included:- I managed three team leaders and twenty administrators.- I was responsible for the training of new financial consultants and administrators.- I held regular meetings with relationship managers from financial lenders in order to monitor Service Levels.- I issued aspired closing reports on a monthly basis. These were critical in tracking administrator target levels and forecasting company budgets.- I was accountable for changes in the administration code and closing incentives.- I was a point of escalation for team leaders when major issues arose.- I monitored the performance and attendance of the administrators. I did so by holding monthly one to ones and one review per quarter.- I was in charge of the review of mortgage analysis reports.- I monitored service received from values and estate agents.- I carried out file checks prior to them being submitted to lenders for underwriting.- I audited the files on a selective basis to ensure that were compliant with IFSRA regulations.