Colette Coogan
Wicklow
Summary
Dynamic financial services leader with a proven track record at AIB, excelling in strategic problem-solving and operational efficiency. Spearheaded Ireland's Sustainable Finance Roadmap, enhancing cross-sector collaboration. Demonstrated expertise in finance and strong interpersonal communication, driving impactful initiatives that align teams with organisational goals.
Overview
19
19
years of professional experience
Work History
Director of Programme Development
International Sustainable Finance Centre of Excellence (ISFCOE)
03.2022 - 01.2025
- Developed and executed strategic initiatives to enhance operational efficiency across multiple departments.
- Delivered Ireland's Sustainable Finance Roadmap (No 1 Action in the Ireland for Finance Strategy) which contained 18 actions under 5 pillars, involving extensive collaboration with industry, government departments, academia and international experts.
- Created and Co-chaired Ireland's Sustainable Finance Fintech group, and developed and implemented Ireland's first Sustainable Finance Fintech Strategy. Key actions realised included the development of an innovative postgraduate course and the establishment of an cross sectoral community of practice in this area.
- Oversaw the research outputs of the ISFCOE, including Ireland's Net Zero Strategy / Nature Finance Strategy / Reporting and Disclosures Strategy among other key reports. These reports became the data led basis which supported paths for funding for appropriate training programmes or initiatives where relevant.
- Worked closely with Skillnet Ireland and delivered multiple programmes, managing budgets in compliance with the public procurement rules and frameworks.
- Delivered Climate Finance Week Ireland, c.30 events taking place each year, 11,000 attendees (in-person, hybrid and online) - oversight of budgets, sponsorships, marketing and communications and event management delivery.
- Delivery of Ireland's Taskforce for Climate-related Financial Disclosures (TCFD) campaign, which saw a significant in Irish support of the TCFD recommendations. Spanning 35 organisations the programme included the development of an upskilling programme, co-created with the United Nations Environment Programme Finance Initiative (UNEP FI), and the creation of a world first post graduate programme. (This project was recognised in a UN report and led to other international jurisdictions using the Irish template as a key exemplar.)
Sustainability Manager
AIB Group PLC
10.2017 - 08.2020
- Developed and implemented the approach to sustainabilty reporting and delivered the banks sustainabilty reports for 2017 /18 and 2019. After departing the bank I was asked to return on a short term basis in Q1 2020 to deliver the 2020 sustainability report also. These reports were externally assured and in line with industry best standards (GRI) and EU regulatory requirements.
- This reporting role involved extensive stakeholder engagement, capturing key issues via materiality exercises and working with business departments to develop and implement strategies to develop and enhance key points across this range of material issues.
- Prepared comprehensive reports analysing sustainability metrics, presenting findings to c-suite and relevant Board committees for informed decision-making.
- Developed sustainability initiatives aligning with organisational goals to enhance environmental performance.
- Collaborated with cross-functional teams to integrate sustainable practices into existing workflows and processes.
- Monitored industry trends and regulations, ensuring alignment with best practices in sustainability management.
- Managed external sponsorship and partnership relationships in this area
- Coordinated and delivered AIB's Sustainability Conference (2017/18 &19) this event was a key milestone and enhanced AIB's leadership position in this area. Containing industry leading speakers, these events were key in developing AIB's customer base understanding and implementation of their own sustainability strategies and enhancing AIBs reputational and brand position as a sustainability leader.
Employee Engagement Manager
AIB
02.2017 - 09.2018
- Working with an international provider (Gallup) helped to deliver the bank-wide engagement survey to over 10,000 employees.
- Cascaded survey outputs to various departments including leadership teams, and helped to curate messaging for onward communications.
- Worked with business departments to create and implement engagement action plans.
- Developed and implemented a progamme to support people leaders who were in the bottom quartile of results to help them build appropriate skills and to implement effective engagement strategies to enhance workplace culture.
- Led training sessions to improve team collaboration and communication skills.
- Analyised employee feedback data to identify areas for improvement in engagement initiatives.
- Facilitated cross-departmental workshops to promote knowledge sharing and teamwork.
Contact Centre Manager
AIB
10.2012 - 02.2017
- Managed approximately 150 employees in the Card Services Department and 170 in the Phone Banking Department across multiple locations.
- Contributed to the development and execution of strategic plans for the contact centre, aligning operational goals with broader business objectives and enhancing long-term service capabilities.
- Oversaw daily inbound call volumes averaging over 13,000, ensuring optimal staffing and workflow efficiency.
- Led and coached team leader groups of 15–20, fostering leadership development and high performance.
- Monitored key metrics including customer service levels, average handling times, call completion rates, complaint resolution, and call categorisation accuracy.
- Embedded a customer-focused culture, driving improvements in satisfaction and reducing complaint volumes.
- Implemented operational improvements that enhanced service delivery and reduced wait times.
- Promoted continuous learning and development, increasing employee engagement and retention.
- Collaborated with cross-functional teams to integrate new technologies and streamline processes.
- Delivered consistent results in a high-pressure, fast-paced environment while maintaining quality standards.
- Strengthened communication and conflict resolution skills through daily staff and customer interactions.
- Managed teams through significant business change, including the centralisation of branch operations into the contact centre, ensuring smooth transitions and minimal disruption to customer service.
- Identified customer needs and potential leads during service interactions, promoting relevant financial products and cross-selling opportunities to support business growth.
Team Leader
AIB
10.2005 - 2014
- Led teams in various departments of the bank including Credit Cards Department, Sales, Phone Banking and also an outbound credit control team.
- Identified and then implemented process improvements that streamlined operations and reduced resource waste.
- Mentored junior staff, fostering skill development and promoting team cohesion.
- Conducted performance evaluations, providing actionable feedback for continuous improvement.
- Managed large amounts of new entrants through probationary periods, and developed and coached more experienced staff for promotional opportunities.
Education
Professional Certificate - Responsible And Sustainable Banking
Institute of Banking
02-2024
Sustainability Leadership - - Business Sustainability Management
Cambridge Institute For Sustainability Leadership
10-2020
Certified Practitioner - Sustainability Studies
Centre For Sustainability And Excellence - CSE
10-2020
Accredited Product Adviser (APA) - Loans/ Life Assurance / Pensions & Credit
Institute of Banking
06-2010
Skills
- Demonstrated expertise in finance and operations roles
- Proficient financial services contact centre manager
- Strong track record delivering KPIs
- Complex problem solving skills
- Analytical and focused with capability to align teams to support organisational purpose
- Leadership in change initiatives
- Strong interpersonal communication
- Extensive people management
- Budget management
- Change management
- Strategy development and implementation
Timeline
Director of Programme Development
International Sustainable Finance Centre of Excellence (ISFCOE)
03.2022 - 01.2025
Sustainability Manager
AIB Group PLC
10.2017 - 08.2020
Employee Engagement Manager
AIB
02.2017 - 09.2018
Contact Centre Manager
AIB
10.2012 - 02.2017
Team Leader
AIB
10.2005 - 2014
Professional Certificate - Responsible And Sustainable Banking
Institute of Banking
Sustainability Leadership - - Business Sustainability Management
Cambridge Institute For Sustainability Leadership
Certified Practitioner - Sustainability Studies
Centre For Sustainability And Excellence - CSE
Accredited Product Adviser (APA) - Loans/ Life Assurance / Pensions & Credit
Institute of Banking
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