Ian Odonovan

Background

About Ian Odonovan

Personal Profile I am an experienced National Account Manager/ Area Manager who is able to achieve results by motivating and influencing colleagues. I am a driven, ambitious individual with strong communication skills and a customer focused approach. Leading by example, I pride myself on delivering commercial results whilst maintaining company standards. I am an extremely conscientious individual who is quick to develop new skills. I always take pride in my work and enjoy working in a pressured environment where results are of the utmost importance. I believe I have a proven track record being versatile in my ability to transfer my skills to suit the role as well as having the ability to pick up and deliver against new skills. Previous Responsibilities - Responsible to manage the loan book across the North West Region. Managing a team of Customer Account Managers ensuring both compliance and performance standards are met. Implementing and overseeing new policies and guidelines to ensure the company trades within strict FCA guidelines. Responsible for maintaining high level of compliance whilst the business undergoes inspection by the regulator. Responding quickly to complaints and investigations thoroughly to ensure all customer are treated fairly. Carrying out thorough monthly one to one review as well as performance management when required. Budget responsibility including head count, overtime, commission and bonus. Implementing a strict contact strategy, identifying and dealing with any breaches in said strategy. Liaising with the call centre manager to ensure outbound calls achieve required results whilst remaining compliant. Interviewing potential new colleagues as well as being involved in the training and development of existing employees. HR duties including investigations and full disciplinary process. Delivering training and policy/procedure changes in a classroom environment. Maintaining team moral and a positive environment whilst delivering weekly KPIs.