Experience

CurrencyFair

• Ireland
• Financial Services
• 1 - 100 Employee

• Chief Operating Officer

  • Jan 2023 - Present

• Head Of Operations

  • Sep 2021 - Jan 2023

• Operations Manager

  • Apr 2019 - Sep 2021

• Customer Experience Manager

  • May 2017 - Mar 2019

• AML Manager

  • Apr 2016 - May 2017

  Responsible for global operations from an AML/CTF/CDD/fraud perspective, partnering with support partners to ensure all aspects of customer and transaction monitoring are delivered in a way that provides a great experience for the customer.



Dell Technologies

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Operations Compliance Manager

  • Jun 2013 - Mar 2016

  Supporting the Originations function across 19 countries in EMEA by leading the efforts of the Originations Quality Assurance team in all AML onboarding and ongoing monitoring activities, creating an environment of action-orientated, compliance focused individuals who understand and value the customer experience, delivering cohesive customer service, whilst ensuring all Originations activity is consistent with the DBIL policy framework



Bank of America

• United States
• Banking
• 700 & Above Employee

• Risk Operations Unit Manager (Credit)

  • Jan 2009 - Dec 2012

  Working with multiple stakeholders across the ECS centres of excellence and support partners driving the capabilities to make effective and consistent credit decisions; delivering loan performance within a defined customer centric risk strategy. Accountable for managing the efforts of a team of SME’s within credit risk operations across all aspects of credit decisioning including Credit Acquisition, Risk Detection, Credit Line Management and Fraud Applications for both the consumer and business… Show more Working with multiple stakeholders across the ECS centres of excellence and support partners driving the capabilities to make effective and consistent credit decisions; delivering loan performance within a defined customer centric risk strategy. Accountable for managing the efforts of a team of SME’s within credit risk operations across all aspects of credit decisioning including Credit Acquisition, Risk Detection, Credit Line Management and Fraud Applications for both the consumer and business lending portfolios spanning UK, India, Spain and Ireland.

• Risk Operations Unit Manager (Collections)

  • Jul 2006 - Dec 2008

  . Leading and developing front and mid line collections activities towards the achievement of operational, strategic and tactical plans as well as annual goals and objectives. Responsible for Inbound and Outbound call centres dealing with accounts from 5 days to 120 days in arrears. Core function to mitigate risk and reduce delinquency on the UK credit card portfolio.

• Customer Service and Retention Manager

  • Oct 2005 - Jul 2006

  . Responsible for leading the efforts of two teams within the Irish credit card portfolio whilst creating an environment of action-orientated associates who value each customer interaction. Led call centre employees during the transition from MBNA to Bank of America; developed communication plans for LOB whilst engaging HR, managed people through change and adversity and supported people in adapting to new systems, policies and procedures

• Telemarketing Section Manager

  • Jun 2003 - Oct 2005

  . Managed a team of associates to reach individual and team targets across a range of products in a high pressure sales environment. Supported LOB through migration to an entirely new system platform with minimal impact on performance. Communicated across multiple geographic locations to ensure consistency, optimal sales and service performance and minimal risks