Roisin Doyle

Background

About Roisin Doyle

For over two decades at Bank of Ireland I have been a key player in the training and professionalization of frontline customer service teams. This has been achieved in a number of ways. The most important factor has been the identification of training needs and the development of courses to address these. Secondly the quest to improve processes and automate them has been intrinsic to the process. One of my most successful interventions turned out to be the education of customers themselves, together with my Direct Channels team, assisting them with self-help and correct use of tools provided, reducing a number of frustrations and complaints. A key measurement of my achievements in these areas of focus is that 80 percent of our organisation has successfully completed exams accredited by UCD. As mentor to these aspiring professionals, my own experience in rising through the ranks of the organisation while studying towards the academic requirements, has proved invaluable as motivation and inspiration to colleagues and teams. My role in the dramatic increase of customer satisfaction scores, continuous improvement metrics and the reputation of the organisation for efficient service has been recognized by the Group and the awards garnered are a listed in a separate section. Suffice it to say these years have immensely rewarding for me, as centre of influence, mentor, operations manager and an integral part of the Group’s professionalization strategy. A wise woman once said: Allow your passion to become your purpose, and it will one day become your profession.” — Gabrielle Bernstein This has been the exact trajectory of my career and I am looking forward to continuing my profession in an institution that values this philosophy and seeks to guide others along the same path.