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Summary

Highly experienced Operations Manager with a demonstrated history in compliance and resource management. Responsible for implementing processes and procedures to optimise workplace operations and meet all company goals. Expertise includes risk awareness, compliance, regulatory requirements and complimented with a high proficiency in audit and a further background in customer relationship management.

Work Experience

20142019

Operations Manager

Nationwide Building Society

- Manage employee compliance within the branch with regular training/refresher sessions in groups and on a one to one basis

- Collaborate with management team to ensure awareness of compliance requirements and issues and support the risk agenda using all channels of communication

- Develop internal controls and procedures to ensure all compliance needs met

- Analyse MI and KCIs and compile reports for senior management extracting key data to ensure optimum results

- Conduct quality control assessments within the area through branch visits and support the area with training plans and best practises in those areas that are underperforming

- Proactively manage resources within the area, ensuring all planned absences are notified well in advance and contingencies are in place for unplanned absence

- Oversee training plans for new employees in relation to branch operations and compliance through coaching 

- Keep staff up to date with any compliance/regulatory changes and maintain ongoing training to ensure there is no knowledge decay

- Involvement in the recruitment of new staff through open recruitment nights and during the interview process

- Review employee performance, identifying any issues, using root cause analysis to identify the cause and support them with any corrective action

20092014

Customer Accounts Manager

Nationwide Building Society

- Provide Customers with solutions to financial needs by utilising strong listening skills to identify their wants and needs

- Successfully ensure customers' receive requested products/services in a timely fashion

- Operate as initial point of contact for customer by offering swift resolutions to their needs and heightening customer relations

- Identify opportunities to grow business with existing customers by building rapport and gaining their trust by being responsive and empathetic to their needs

- Communicate customers needs to colleagues using all mediums of communication effectively 

- Coordinate with colleagues to ensure a consistent approach by chairing weekly meetings to prepare for the week ahead to utilise diaries and time management

- Coach and mentor staff using my excellent product knowledge, expertise and sharing best practises during training sessions 

- Successfully manage projects in multiple areas of the business during weekly connection meeting with other business areas

20062009

Restaurant Manager

Cafe Metz

- Manage and oversee entire Restaurant including kitchen and front of house operations, cash management, liaising with suppliers and ensure book-keeping 

- Plan and develop guest loyalty programmes by introducing customer loyalty cards and discount schemes for near-by workplaces

-  Plan and develop overall restaurant marketing strategy, organise and coordinate leaflet drops and utilise online opportunities effectively 

- Nurture a positive working environment by recognising and rewarding good behaviours and achievements and organising teambuilding events twice annually

20002006

Customer Representative

Nationwide Building Society

- Respond promptly to customer enquiries in a prompt and concise manner

- Acknowledge and respond to customers complaints, take ownership and empathise with the issue whilst seeking a swift resolution.

- Communicate accordingly with colleagues to discuss issues that have arisen through out the day and agree a way forward to enhance the customer experience

- Work with management to stay up to date on product knowledge and develop my career by proactively seeking opportunities to job shadow and complete observations on job roles within different areas of the business

19962000

Weekend Supervisor

Macro Self Service Wholesalers

- Assign task to employees by outlining the day with all staff at the beginning of each shift, establishing where everyone will be at any given time

- Schedule employees hours and shifts efficiently to ensure adequate staffing levels during the busiest hours on the day

- Keep management apprised of daily operations during morning management huddles

- Respond to unexpected problems in a timely, controlled and confident manner

- Address and resolve customer complaints by acknowledging the problem, recognising the impact on them and offering a speedy resolution

Education

19971999

Bachelor of Arts with Honour's Business Administration and Management

University Of Ulster

2:1

19941997

Higher National Diploma Distribution Studies

University of Ulster

Merit

19951996

Certificate of Industrial Studies

Bass Ireland

Financial Re-enhancement of Bass Ireland Company Shop

Commendation

19921994

GCE Advanced Level

St Dominic’s Grammar School

History of Art, Economics, Politics

19901992

GCSE

St Dominic’s Grammar School

Math's, English, English Literature, Religion, Biology, Chemistry, History, French, Business Studies