Head of Operations

• Mar 2023 - Present

Lecturer - Fraud, Risk and Compliance

• Oct 2022 - Present

Currently, I serve as a faculty member for PAT Fintech and instruct course modules as part of the Diploma in Fintech, Risk, and Compliance. I lecture on a variety of topics, including AML in Europe, current legislative landscape, regulated financial entity risks, Customer Due Diligence (CDD), Designing Oversight and Control Structures/AML Compliance Program, and scaling the risk and compliance structure. I have authored lecture materials on Customer Onboarding, Lifecycle Management, and the Scalability of Compliance Risk Framework to support learning objectives.

CS Director Ireland at Remitly

• Jan 2022 - Present

Before transitioning to my current role, I launched a new site in Cork for Remitly and expanded the team from 30 to 270 members with functions in Compliance, Risk, and Fraud. I assisted in the preparation of company and regulatory reporting and promoted an AML/CTF and Compliance culture. I also supported the development and delivery of compliance, education, and training programmes. This role required collaboration with Risk and Compliance teams to ensure compliance risks were properly understood and mitigated. Additionally, I conducted and reported enterprise-wide compliance control testing to identify risks and/or breaches with active monitoring until resolution. I verified compliance and alignment of Remitly' s activities with the Central Bank of Ireland (CBI) requirements and local laws. Lasty, I monitored changes in regulations impacting the company with an aim of providing timely and relevant updates to the key stakeholders and senior leaders. One of my top achievements at Remitly was the design a robust governance model to provide updates in line with regulatory requirements, including a Board, senior management, and internal audit.

General Manager, Remitly Europe Limited (REL)

• Jun 2020 - Jan 2022

In my first role with Remitly, I enhanced decision quality, eliminated inefficiency, assisted with the development of AML/CTF/KYC, and standardised best practices, policies, procedures, and methodologies across the organisation while leading the REL Center of Excellence. I served in an interim position for Head of Compliance for a 3- month period. I also organised team structure and determined staffing requirements to ensure case review times were completed per documented SLA's and produced KPI reports based on optimised case allocation process. As the General Manager, I sourced suitable premises and set up all aspects of the Remitly Center of Excellence at the Cork site.

Senior Partner Manager

• Jun 2017 - Present

At Amazon, I oversaw a network of Global Outsource partners with a mission to continually raise the levels of customer experience. I also developed operations plans and supported structured continuous improvement activity at partners sites to achieve target benefits in core metrics in alignment with business objectives. One of my achievements was instituting a vendor management strategy to ensure customer centric culture synchronicity across all sites. At Amazon, I oversaw a network of Global Outsource partners with a mission to continually raise the levels of customer experience. I also developed operations plans and supported structured continuous improvement activity at partners sites to achieve target benefits in core metrics in alignment with business objectives. One of my achievements was instituting a vendor management strategy to ensure customer centric culture synchronicity across all sites.

EMEA Field Service Director at Dell EMC

• Sep 2014 - Apr 2017

As a Field Services Director, I developed and implemented strategic plans to ensure the achievement of operational, customer, innovation, and cost saving objectives. I directed actions of a 14-member EMEA Field Services team with a network of 3,000 engineers and an annual spend of $80M. Of note, I reached a 95% Customer Satisfaction rating based on customer survey responses and saved $3.5M annually by optimising a Third Party Model. I was also recognised for superior leadership ability and performance with a 90% leadership rating on an internal employee survey.

EMEA Field Services Snr. Manager

• Aug 2012 - Sep 2014

In this role, I led and managed a team of 32 staff on an EMEA Field Services team located throughout Europe and delivered operational performance metrics within established goals, including customer experience and Repeat Dispatch Rate. I implemented a new partner management structure to ensure alignment with business objective and achieved a subsequent 93% Customer Satisfaction rate.

Global Customer Experience & NPS Manager - Small & Medium Business

• Apr 2008 - Apr 2009

I guided a joint team of program managers in the implementation of robust process changes to eliminate key drivers of customer dissatisfaction across U.S., EMEA, and APJ Technical Support sites. In this role, I travelled to Technical Support sites in the Philippines and El Salvador to develop tailored improvement plans, resulting in a 9% improvement in customer experience. I also achieved a 2% improvement in the Technical Support NPS score through the strategic implementation of a global NPS improvement plan.

Global Commercial Services Customer Experience Manager

• Aug 2007 - Aug 2008

Services Planning Manager

• Jul 2006 - Aug 2007

Quality Management Systems Manager

• Jul 2005 - Jun 2006

Field Quality Program Manager

• Jun 2003 - Jul 2005

Supplier Quality Engineer

• Nov 1998 - Jun 2003

Quality Engineer

• Aug 1996 - Sep 1998

Generate Quality plans for New Product Introductions, carry out root cause investigation of in-process and vendor defect modes and generate quotations for PCBA’s.

Quality Engineer

• 1996 - 1998