Experience

Gibbs Hybrid

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Anti-Money Laundering Consultant

  • Sep 2021 - Present

  I am currently working with BNY Mellon as part of the Alternative Investments Services Operations and Regulatory team, reporting to New York office. I am currently working with BNY Mellon as part of the Alternative Investments Services Operations and Regulatory team, reporting to New York office.



The Rochford Brady Group. Dye & Durham

• Interim Operations Manager (Contract)

  • Oct 2020 - Sep 2021

  Interim Operations Manager for the Rochford Brady Group (Fixed Term Contract); Duties include, Staff Management, Workflow management, Client meetings, Contract negotiation, AML reporting , Complaints and project management, (including ISO 9001:2015 Audit 3-year Reassessment). This contract ended on the return of the incumbent who had been on long term leave. Interim Operations Manager for the Rochford Brady Group (Fixed Term Contract); Duties include, Staff Management, Workflow management, Client meetings, Contract negotiation, AML reporting , Complaints and project management, (including ISO 9001:2015 Audit 3-year Reassessment). This contract ended on the return of the incumbent who had been on long term leave.



permanent tsb

• Ireland
• Banking
• 700 & Above Employee

• Project Specialist

  • Feb 2019 - Dec 2019

  Short term contract with the Customer Resolution Centre (CRU) on backlog of Mortgage complaints, review of process and procedures. Prior to this I travelled to Australia and New Zealand from June 2018 to Nov 2018 to visit family and friends. I returned to live in Ireland on Dec 2018.j Short term contract with the Customer Resolution Centre (CRU) on backlog of Mortgage complaints, review of process and procedures. Prior to this I travelled to Australia and New Zealand from June 2018 to Nov 2018 to visit family and friends. I returned to live in Ireland on Dec 2018.j



Lombard International Assurance

• Senior Manager Partner & Client Services (PCS) International & UK Markets (Wealth Management)

  • Aug 2015 - Jun 2018

  Managed a multilingual team of 30, with four direct report (2 Managers & 2 Team leaders). The Department was responsible for the On Boarding of complex New Business Applications for ultra-high net worth investors for Life Assurance Policies (Trusts & UCITS) in Luxembourg. This included all KYC, AML, due diligence Risk, Compliance & Regulatory checks. The team processed high volume Corporate transactions, (withdrawals, encashments, Switches and Policy alterations) and Client mailouts across multiple tax jurisdictions. The teams also worked closely with Legal, Wealth Management, Compliance and Risk, as well as liaising with multiple international Custodian and Clearing Banks to ensure the successful transfer of investments and dividends within prescribed SLA. I also managed two Relationship Management teams who answered technical and product queries from Brokers (B to B), conducted onsite Broker visits and managed departmental projects. I had direct responsibility for the relationship management for one of Lombard’s largest Partners which involved regular travel to the UK and Malta. For a period for 8 months I also managed the Scandinavian markets. I was part of the company PCS executive and involved in strategic management and policy decision making. Prior to this role I travelled to Australia and New Zealand March 2015 until August 2015. Show less



Ulster Bank

• United Kingdom
• Banking
• 700 & Above Employee

• Head of Client Service Manager - All Island

  • Oct 2007 - Dec 2014

  Managed a department (All Island) of 45 staff with 5 direct reports. The back-office function provided an end to end post sales service. The department was responsible for the Onboarding of all Insurance, Pensions & Tracker Bonds as well as the processing of Bond Maturities, Death Claims and early encashments. The team proactively managed the Sales pipeline as well as providing a high level of support to the senior Sales team. I also managed the Contact Centre which provided dedicated telephone support to Financial Planners, Branches and customers direct. I had responsibility for the monthly P&L and MI department, Performance Management and recruitment. I was actively involved in project management in the wider RBS group. Show less



Resolution Ireland Ltd

• Head of Operations

  • Feb 2006 - Oct 2007

  Head of Operations for Resolution Ireland (Abbey National) covering the Scottish Provident and Scottish Mutual brands. A total staff of 85 with 6 direct reports (Managers). The operation was a closed book of business, focusing on the payment of personal and Group life claims, policy maintenance and maturing bonds for the two brands. There were 6 departments including a Contact Center. I had overall budgetary responsibility for the Operation. The business was owned by Abbey National and subsequently sold to Resolution Ireland and then Pearl. Show less



Lionbridge

• United States
• Translation and Localization
• 700 & Above Employee

• Customer Service\ Project Manager (Contract)

  • Mar 2005 - Feb 2006

  Project managed a call Centre of 8 staff providing language Interpreters to the NHS and other corporate customers. Managed the relocation of the Contact Centre from the UK to Ireland. Relationship manager for all major clients including the NHS and Dept. of Immigration, involving regular travel. Project managed a call Centre of 8 staff providing language Interpreters to the NHS and other corporate customers. Managed the relocation of the Contact Centre from the UK to Ireland. Relationship manager for all major clients including the NHS and Dept. of Immigration, involving regular travel.



Capita

• Canada
• Financial Services
• 1 - 100 Employee

• Outsourcing Customer Service Manager (Contract)

  • Feb 2004 - Mar 2005

  I Managed 2 teams responsible for the On Boarding of New Business (Offshore Bonds), Monies out and policy endorsements. My role focused on the streamlining of all procedures and the development and implantation of a comprehensive service level agreement (SLA) . The administration was outsourced by Prudential to Capita by and I regularly met with Prudential to report on agreed SLA. Team of 25 with 2 direct reports. I Managed 2 teams responsible for the On Boarding of New Business (Offshore Bonds), Monies out and policy endorsements. My role focused on the streamlining of all procedures and the development and implantation of a comprehensive service level agreement (SLA) . The administration was outsourced by Prudential to Capita by and I regularly met with Prudential to report on agreed SLA. Team of 25 with 2 direct reports.



Merchants Group (Irl)

• Head of Operations (Contract) at The Merchant Group, Cork, Ireland

  • Dec 2002 - Feb 2004

  The Merchant Group are an outsourcing company and had a site in Cork managing operations for 6 major outsourced clients. The biggest operation was for Equity life of which I was the l Business Manager. A total staff of 85 staff with 6 direct reports. The majority of the work consisted of File reviews as well as various ad- hoc projects which could run from between 4 weeks to two months, involving a significant amount of recruitment and up/down sizing at short notice. Equity Life and Halifax had representatives, both on site and in the UK involving regular travel for me. I had overall budgetary responsibility for the business. Show less



Sitel

• Australia
• Telecommunications
• 200 - 300 Employee

• Interim Head of Operations (Contract)

  • Mar 2002 - Dec 2002

  International outsourcing company. In 2002 SITEL was successfully awarded the EMEA contract for Microsoft and my role was to manage the startup of the operation. The Centre comprised a team of 80 staff with 5 departments, answering calls, making outbound sales calls (B to B). Met with the client (Microsoft) on a daily and weekly basis to review statistics and agree on and measure SLA. International outsourcing company. In 2002 SITEL was successfully awarded the EMEA contract for Microsoft and my role was to manage the startup of the operation. The Centre comprised a team of 80 staff with 5 departments, answering calls, making outbound sales calls (B to B). Met with the client (Microsoft) on a daily and weekly basis to review statistics and agree on and measure SLA.



Irish Mortgage Corporation

• Ireland
• Financial Services
• 1 - 100 Employee

• Project/Call Centre Call Centre Manager

  • Dec 2000 - Dec 2001

  Project managed the setup of a Tele sales unit and Call Center from the recruitment and training of staff, implementation of Sales targets as well as the sourcing and purchasing of appropriate telephony system. Project managed the setup of a Tele sales unit and Call Center from the recruitment and training of staff, implementation of Sales targets as well as the sourcing and purchasing of appropriate telephony system.



State Super Financial Services

• Australia
• Investment Banking
• 1 - 100 Employee

• Head of Customer Service

  • Feb 1998 - Nov 2000

  Responsible for Training of 50 Client Service officers throughout NSW (20 locations). Managed the Sydney Contact Centre. Three Managers, covering the Contact Centre, Training and Complaints reported to me. I was part of the company executive responsible for strategic planning and policy decision making. Regular regional travel within NSW. Responsible for Training of 50 Client Service officers throughout NSW (20 locations). Managed the Sydney Contact Centre. Three Managers, covering the Contact Centre, Training and Complaints reported to me. I was part of the company executive responsible for strategic planning and policy decision making. Regular regional travel within NSW.



Citi

• Mexico
• IT Services and IT Consulting
• 100 - 200 Employee

• National Call Centre/perations Manager

  • Dec 1990 - Jan 1998

  Manager of the Direct Service department, staff of 40 with 4 direct reports (4 Managers). Contact Centre for Clients Direct, Financial Planners and Brokers covering all States., a Technical team, and the Problem Resolution team (correspondence). The Business was primarily Allocated Pensions, Life Insurance and Investment products. Manager of the Direct Service department, staff of 40 with 4 direct reports (4 Managers). Contact Centre for Clients Direct, Financial Planners and Brokers covering all States., a Technical team, and the Problem Resolution team (correspondence). The Business was primarily Allocated Pensions, Life Insurance and Investment products.