Experience

Irish Bank Resolution Corporation Limited

• Banking
• 100 - 200 Employee

• Change Management Business Trainer Retail Ireland

  • Apr 2010 - Present

  • Successfully project managed the design and implementation of streamlined Process & Procedures; to reduce and assist in the management of Operational, Credit & Market Risk across Retail Ireland. • Designed the most optimum framework, to promote a strong awareness of the Risk & Control culture across the Retail Ireland. Implement methods which are now successfully mitigating these risks, and ensuring that we correctly incorporate legislative requirements into our day to day activities.• Introduced self assessment testing to audit our controls and provide Senior Management with visibility and confidence in day to day activities.• Assist with the analysis of Fraud & Compliance assessment (audits); actively developing methods to manage weaknesses and promote strengths.• Documented and manage a Training Matrix for Retail Ireland. In conjunction with this matrix; developed innovated training material to achieve a high standard of customer experience, and consistent approach across all teams. Developed FAQ database and step-by-step user manual which will assist in the delivery of day-to-day activities and reduce the risk of potential errors.• Assisted in the development of workflow analysis. Offering alternative suggestions and developed ideas on how best to manage workflow while focusing on reducing costs.• Responsible for managing all Operational Impact Steams of Retail Ireland projects.



ACCBank / ACC Loan Management

• Ireland
• Financial Services
• 1 - 100 Employee

• Loans Maintenance Manager

  • Oct 2006 - Mar 2010

  • Led, developed and motivated staff creating an environment conducive to high levels of commitment and performance. Facilitated by using two-way monthly feedback systems.• Developed measures to test the timeliness, accuracy and completeness of all credit operations activities. • Documented test results to provide quantitative operational reporting systems to maintain required visibility and to support resolution of resourcing, capacity and productivity issues. This ensured internal control’s were sufficient to manage risk and minimise operational losses, all of which results in the redesign and implementation of effective streamlined processes and procedures. • Systematically managed queries and exceptions including investigation of root causes, reconciliation of account differences identified between original credit and legal agreements by recalculating facilities from first principles. Provided operational relationship management for connections in excess of 1m assisting with the review of restructure proposals, assisting in the management of customer excess and liabilities by providing comprehensive credit reporting on out of order accounts.• Initiated and managed various different projects including system, processes and product changes using PRINCE II methodology under supervision from our PMO (Project Management Offices). All projects were delivered on time and within budget.

• Company Trainer

  • Jun 2003 - Mar 2010

  • Selected to participate in an intensive “ Train the Trainer” to implement an extensive new IT systems training programme before having to design , develop and deliver a bespoke training course which met the needs of Senior Management, Operational and Branch Staff ,teaching them how to operate the new systems effectively.• Created innovative training reports for senior management, demonstrating training productivity through the effective use of online evaluation systems.• Completed a training needs analysis to identify areas for development within the loans administration department. Designed and subsequently delivered a successful programme, building individual confidence, explaining the important contribution of each member of staff and proposing and encouraging methods of business improvement. This proved so successful I was selected to cascade this training throughout the rest of the organisation.• Developed and maintained a series of training manuals and tests ( technical and soft skills) which are usedthroughout the organisation . All of these take “an end to end” approach which enables participants to understand not just the specific topic but how that fits into the strategic operational plan of the bank.• Evaluated effectiveness of training across the organisation in respect of both knowledge and understanding and implementation of developed skills using the Kirkpatrick Model which enables the organisation to quantify improvements tangibly.• Carried out all Induction training, not only training technical aspects but also demonstrating the expected behaviours and developing the culture and ethos of the bank.• Cascaded and disseminated soft skills such as people management, interview techniques, customer service and complaints handling etc.

• Customer Service Centre Supervisor

  • Jun 2003 - Oct 2006

  • Successfully set up and implemented a centralised customer’s service centre to support all internal and external customers needs, through excellent management of SLA’s (service level agreements) with all stakeholders ensuring adequate reporting and follow up mechanisms are in place.• Delivered quality assurance with the aid of quality mechanisms to support the development of the bank’s customer service delivery and ensured regulatory safe guards were not being breached.

• Branch & Business Banking Support

  • Jun 1998 - Jun 2003

  • Successfully and professionally provided a comprehensive administration service to customers and sales teams across current, deposit and loan accounts including, daily exposure reporting, credit grading of personal accounts, redemptions, settlements, vacates and arrears management.• Supervised the front cash offices ensuring customer’s expectations were managed through excellent customer services and strong product knowledge so queries could be dealt with at first request.