Emma Foley is an experienced financial services professional seeking a new opportunity. She has over 15 years of experience in customer service roles within the banking sector, including her current role as Assistant Manager in the Assessment Unit at Permanent TSB. She possesses strong leadership, communication, and relationship building skills. Emma holds a QFA qualification and has experience implementing strategic goals, managing teams, and ensuring compliance. In her spare time, she enjoys volunteering, reading, theater, and continuing her professional development.

1. EMMAFOLEY QFA
Address: 11 Lyons Avenue South, Newcastle Lyons, Newcastle, Co. Dublin
D.O.B: 18/08/1980
Email: emma.c.foley@gmail.com (p) emma.foley@permanenttsb.ie (w)
Mob: 085-7702286
PROFILE
Dedicated and driven with a personable approach. Works well being part of teams and
individually on projects. Possesses excellent interpersonal, communication and negotiation
skills and the ability to develop and maintain mutually beneficial internal and external
relationships. Thrives in highly pressurised and challenging working environments.
PROFESSIONAL EXPERIENCE
Assistant Manager, Assessment Unit, ASU Permanent tsb, AMU
One Park Place, Hatch St, Dublin 2 April 2013 - Present
Duties:
● Implementing and delivering strategic and organisational goals in conjunction with the
Manager to tie in with the overall Arrears Support Unit goals
● Providing direction, ongoing support and supervision to contracted team members. Giving
objective feedback and stats on a daily basis. Managing underperformance via coaching
plans and PIP’s in conjunction with management and HR
● Working in close collaboration with and delegating responsibilities to team members to
maximise efficiencies and productivity
● Conducting weekly Coretime administration and reconciliation duties
● Responding to team queries in an efficient and effective manner
● Interviewing and conducting Induction training in conjunction with Learning & Development
● Conducting Academy with new recruits and completing interim probationary reviews
● Driving, delivering and implementing change management initiatives
● Delivering against demanding SLAs
● Ensuring compliance with all departmental policies and procedures
● Identifying and implementing any controls to mitigate operational risk within ASU
● Ensuring a consistent and excellent level of customer service by liasing with our Quality
Assurance team
● Managing the day to day work queue and capacity planning for ASU assessments
● Identification and Allocation of Resources to various tasks by prioritisation
● Monitoring work progress by providing floor support, ensuring performance within SLA
● Managing attendance by administering weekly illness notifications and holding back to wrok
meetings
● Maintaining operational excellence methodologies at the core of all activities
● Data Protection Champion for the ASU
● Working closely with Business Excellence team to identify and improve current processes
● Completed and Graduated from the People Leadership Programme
● Integral part of CCMA Audit preparations for ASU; the creating of and ensuring adherence to
Provision specific controls
Customer Services Assistant, Appeals Team Permanent tsb, AMU
One Park Place, Hatch St, Dublin 2 November 2012 – April 2014
Duties:
● Reviewing customer appeals letters
● Assessing and underwriting cases to ensure correct and most suitable options offered to
customers
● Preparing case to be sent to the Appeals Board for review
● Ensuring all appeals are completed within SLA, as set out in CCMA legislation
● Working closely with Assistant Manager to ensure the efficient running of the Appeals team

2. ● Liaising with both the Customer Relations Department and the Appeals Board for the
efficient and effective completion of appeals
● Managing day to day work queue and reporting of appeals statuses
● Working with Customer Relations Department in the reviewing of cases referred to the
Financial Services Ombudsman
● Training of new staff members
Customer Services Assistant, ASU Permanent tsb, Head Office
56-59 St Stephen’s Green, Dublin 2 April 2012 – October 2012
Duties:
● Completion of Standard Financial Statements with customers
● Managing Collections Underwriting mailbox by responding to queries sent by all
departments throughout Permanent tsb
● Allocation of cases to underwriting team
● Reporting of daily telephony figures to management team
● Management of telephony team in the absence of the Assistant Manager
● Reviewing and responding to postal correspondence
● Ensuring all correspondence is responded to within agreed SLAs
● Training of staff following relocation to AMU, Hatch Street
Senior Customer Services Advisor Northern Rock plc
Block 8, Harcourt Centre, Dublin 2 April 2007 – April 2012
Duties:
● Opening accounts for new and existing customers
● Administration of account amendments requested by customers
● Completion of required paperwork for deceased customers
● Processing lodgements and withdrawals requested by customers
● Daily KPI reporting
● Administration of lodgements identified as unapplied funds to main Northern Rock account
● Communicating with customers via telephone and email
● Cross-training of staff members
● Creation of step-by-step guides for all tasks
● Ensuring all policy and procedures were updated
● Streamlining of all processes
● Working with team to ensure company vision was fulfilled
● Creating and holding training sessions for other staff members
● Fully trained in all departments and frequently seconded if other teams were short staffed
Customer Services Assistant Royal Bank of Scotland
Ulster Bank, Tallaght and NatWest, Worcester September 2005 – April 2007
Duties:
● Cash management
● Vault cashier
● Organising appointments for Financial Advisors
● Administration of daily reporting
● Co-ran sub-branch with manager
● Providing support for new staff members
Restaurant Manager Burger King
Tallaght and Nutgrove restaurants February 1999 – July 2005
Duties:
● Daily running of restaurant
● Interviewing and recruitment of staff members
● Ensuring targets are being met and surpassed
● Critical Food Safety
● Cash management

3. ● Training of new staff members and up skilling of existing staff members
● Updating of staff rotas
● Payroll management
● Stock taking and Product ordering
EDUCATION
QFA:
Loans – Passed January 2013
Regulations – Passed January 2013
Life Assurance – Passed May 2013
Savings and Investments – Passed September 2013
Pensions – Passed January 2014
Financial Planning – Passed September 2014
Third Level:
Dublin Institute of Technology, Rathmines, Dublin 2.
1999 - 2000: Diploma in Drama
Second Level:
Kidderminster College of Further Education, Kidderminster, Worcs, UK
1996 – 1998: BTEC National Diploma in Performing Arts passed with Distinction
St. Augustine’s RC High School, Redditch, Worcs, UK
1996 - G.C.S.Es: English Language A; English Literature B; French B; Drama B ; History C;
Single Award Science D; Double Award Science D
1995 - G.C.S.Es: Maths B; Religious Education B
SKILLS
Computer literacy: Highly competent in the following packages:
Microsoft Word, PowerPoint, Excel, Access, Outlook, Internet, Intranet, Visio, Email
I am very quick to adapting to new systems. I have worked with several banking systems in my
working life
HOBBIES,INTERESTS& ACHIEVEMENTS
● Annual volunteering for Respite Play scheme throughout school and college which involved
being carer for children with learning difficulties during the summer months
● I enjoy reading and visiting the theatre
● I believe in broadening my horizons and improving my knowledge and skills base
● Graduated from a People Leadership Programme in permanent tsb, successfully completing
a 6 month intensive on the job training programme with support from learning and
development
● Awarded a Certificate of Excellence following completion of a Business Process Excellence
project, a project designed to identify areas of inefficiencies within my department and
submitting and implementing the solutions
● Following the completion of the Business Process Excellence project I submitted a Cost
Saving Proposal to the Head of Collections in the AMU. The proposal was to cancel the
delivery of paper cups and supply each staff member with a personalised mug, saving the
AMU approx. €14,000 pa. This proposal was approved and implemented in August 2015
REFEREES
Available upon request