William Mccarthy Email & Phone Number

Dublin, County Dublin, Ireland

Reporting to the Head of Compliance and Money Laundering Reporting Officer (MLRO). Responsible for the review and oversight of the Complaint Handling, Conflicts of Interest, Data Protection, Dealing with Clients, Enterprise Risk Management Framework, Financial Crime & AML & CTF, Fitness & Probity, Operational Risk Management, Outsourcing, New Product & Service / Variation and Vulnerable Customer policies and procedures. Responsible for ensuring that the policies and procedures meet the legal and regulatory requirements and are reviewed and approved in accordance with the Operational Risk Management Framework. Responsible for providing SLOD support and guidance to the FLOD business in respect of regulatory change, new products, marketing, complaints management, change initiatives & projects, outsourcing and third party services. Responsible for reviewing emerging regulatory developments and working with the FLOD business so that changes are planned and incorporated into systems processes and business models on a timely basis. Responsible for the monthly reporting of Compliance and Regulatory adherence to the Risk & Compliance Committee, ExCo and Board.Supporting the Head of Compliance & MLRO with correspondence with the Central Bank of Ireland in respect of licensing and conduct of business regulation including regulatory reporting and/or regulatory visits/inspections.

Personal Banking Risk & Conduct, Central Park, Leopardstown, Dublin 18

Responsible for ensuring the oversight and implementation of the Product Lifecycle policy throughout the Bank. Ensuring that effective product governance arrangments are established from the design and development stage through to product distribution and ongoing management. Responsible for ensuring the policy annual review is completed and approved through the appropriate governance channel.

Customer Experience & Products, Central Park, Leopardstown, Dublin 18

Supported the development and maintenance of a solid FLOD risk and control framework working closely with the Propositions & Strategic Marketing and Digital & Innovation teams to support the identification, assessment and monitoring of operational, conduct and regulatory risks. Identified efficiency through conducting controls analysis and delivered process enhancement. Implemented an effective assurance programme in line with approved risk methodologies ensuring an effective and efficient control environment was achieved through maintaining consistent adherence to internal and external, regulatory, operational, conduct, and compliance key control procedures and supported key stakeholders in the business units to do the same.Secretariat duties for the Bank’s Product Lifecycle Committee; the committee with over arching responsibility for the application of the Product Lifecycle policy and the Consumer Protection Risk Assessment (CPRA) operating model across the Bank. Responsibilities included review and oversight of committee papers and new product proposals ensuring high quality papers were produced for the Committee’s consideration.

Conduct & Regulatory Affairs, George'S Quay, Dublin 2

Provided SLOD regulatory advice and guidance to the business ensuring that new product proposals, change initiatives, marketing campaigns, outsourcing proposals and customer communications were progressed and implemented in accordance with regulatory requirements. Provided risk profiling support to the business on Protected Disclosures, Personal Account Dealing, Registration & Licencing of Individuals, Training & Competence, Managing Personal Conflicts, Privacy & Client Confidentiality, Regulatory Requirement of Payment Services, Cross Border Activities, Delegation of Service Provision within the Group, Handling Confidential & Non Public Price Sensitive Information, Conflicts of Interest, Vulnerable Customers, Complaint Handling, Post Sales Support and Gifts, Hospitality & Entertainment. I conducted independent risk based assurance reviews; evaluating Management's ability to manage risk effectively across core banking processes in order to achieve the right outcomes for customers, markets and the regulator in line with strategy.

Complaint Handling Centre, Central Park, Leopardstown, Dublin 18

Responsible for managing four complex complaint handlers. Responsibilities included on the job coaching and training for each complaint handler, conducting training & competency testing and monitoring performance against a defined set of objectives and ensuring that the team worked to strict regulatory time scales in closing complaints.Responsible for appraising staff and addressing any performance & conduct issues that may arise. Responsible for reviewing the conclusions reached by complaint handlers on each individual complaint to ensure that the adjudication was Quality Assured and in accordance with the Bank's Treating Customers Fairly standard.Responsible for signing off on any redress paid by the team and referring any cases outside my sanction limit to my line manager and ensuring that redress is paid in a timely manner, complaints are resolved to the customer’s satisfaction and that there are minimal reactivations and escalations to the Financial Services & Pensions Ombudsman.Responsible for conducting root cause analysis as to what caused each complaint, taking on board the feedback of customers and my team and producing statistics of the complaint trends and providing feedback to the appropriate business area and the Customer Experience team. Responsible for indentifying any gaps in the complaint investigation and resolution process and escalating same to senior management. Ensuring all regularty breaches and CPC Errors are recorded and closed on the appropriate log and escalating any issues to my line manager with suggestions, solutions and feedback.

Customer Relations Unit, College Green, Dublin 2

I was responsible for investigating and resolving complex complaints received directly from customers and escalated from other business units. My experience in this area gave me an excellent understanding of the various products and services offered by the Bank and I was responsible for investigating complex complaints across a broad range of services offered by the Bank; savings and investments, packaged accounts, mortgages, payment protection, life assurance, pensions and the collection & recovery process. Investigation of complaints included gathering information and documentation and liaising with other colleagues across the Bank to clarify what occurred and what resolution was fair for the customer. Dealing with irate and distressed customers over the phone, in person and in writing and addressing their issues. I was the referral point in the department for any media escalations and complaints received from the Central Bank of Ireland's Consumer Information department. In incidents were I was unable to resolve matters amicably I was responsible for issuing the Bank’s Final Response Letter outlining the Bank’s position and resolution proposals. When customers referred a complaint to the Financial Services & Pensions Ombudsman; I was responsible for issuing the Bank’s formal response to the Ombudsman’s questionnaire. I also provided advice and guidance to branch managers, commercial managers and business centres on how to investigate complaints and where to source information and documentation relevant to a complaint and how to approach individual scenarios and resolve matters amicably. I reviewed draft resolution letters for the business and made whatever amendments where necessary. I also provided statistics and growing trends to my line manager, coached and buddy’d colleagues in the department and escalated any issues or barriers to resolution to my line manager.

Finglas

Responsibilities included cashier and foreign exchange duties and processing customer instructions and amendments relating to standing orders, direct debits, debit cards, credit cards, statements, cheque books & amendments to personal information at the customer service counter within the strict time frames advised to customers. I was responsible for carrying out the day to day requests for high net work commercial customers at the ‘off counter’ such as processing draft requests, coin orders, telegraphic transfers and lodgements and withdrawals. I was also responsible for identifying new lending and savings & investments leads and referring same to the Relationship Managers and Financial Planning Consultants.

Banking In The Digital Age, Customer Experience & Banking In The Digital Age, Pass

Professional Certificate In Conduct Risk, Culture And Operational Risk Management, Conduct Risk, Culture And Operational Risk Management, Pass

Gsa-Uk Foundation Certificate, Foundations Of Outsourcing, Pass

Passed the Global Sourcing Association Foundation Certificate.

Professional Certificate In Compliance, Pass

Passed PDC1 & PDC2

Professional Diploma In Financial Advice, Pass

Passed the Regulation, Life Assurance, Loans, Pension, Investment & Financial Planning QFA modules.

Bachelor’S Degree, History & Political Science, 1St Class Honours

Modern Irish history, American foreign policy and the fragmentation of the former Yugoslavia.