Greg Kemp MCIPD LIB QFA PB
Dublin,Leinster
Summary
Chartered HR professional with extensive experience in employee relations, talent management, and organisational development within large-scale financial institutions. Demonstrates a strong governance and compliance background, ensuring alignment with employment law and regulatory frameworks. Proven track record in developing and mentoring talent, building succession pipelines, and leading high-performing teams. A champion for diversity, equity, and inclusion (DEI), co-leading an award-winning employee resource group to influence inclusive policy and culture. Results-driven with a history of boosting productivity while maintaining a people-first culture. Skilled communicator trusted by senior leaders to deliver strategies that enhance productivity and employee experience. Adept at interpreting performance data to implement actions that improve business performance.
Overview
27
27
years of professional experience
4020
4020
years of post-secondary education
Work history
Senior Manager- Open 24 and Card Operations
PTSB
2015.04 - 2025.04
- Led a team of 4 Direct Reports (Managers), 14 Assistant Managers and over 120 full-time employees.
- Accountable for the management of Open 24 Contact Centre- handling approx. 6,000 calls per day across all product lines.
- Partnered with HR on key strategic business priorities across all stages of the employee lifecycle from Recruitment, Performance Management, Learning and Development, Talent Management, Employee Relations and Diversity and Inclusion.
- Maintained high employee engagement through structured feedback, communication, and recognition strategies.
- Mentored multiple staff into leadership roles, driving a strong internal talent pipeline.
- Ensured operational compliance with regulatory requirements, internal audit and employment law.
- Introduced capacity and resource models that improved workforce planning and employee workload balance.
- Managed the Card Operations department with c.1m transactions per day across all payment channels.
- Operated a robust governance model for critical third-party service providers regarding the delivery of service.
- Delivered accurate forecasts to the card manufacturer to ensure payment cards were issued to customers within agreed SLAs.
- Supported the bank with all credit card-related initiatives, acting as the SME between internal and external stakeholders.
- Supported the management of costs within agreed budgets and added value in terms of cost savings across the business.
- Collaboration with stakeholders and third parties on key strategic initiatives
Operations Manager
Interaction/ OSG (Outsource Companies)
2014.02 - 2015.02
- Managed the Glo Health account across Claims, Sales and Service, leading a team of 6 team leaders and 40 + employees.
- Supported the successful transition and integration of teams between outsources, protecting employee welfare and business operations.
- Managed full HR lifecycle across recruitment, onboarding, performance management and employee relations.
- Embedded a people first culture with structured recognition, engagement and career progression programs.
Contact Centre & Operations Manager
Bank of Ireland
1998.01 - 2013.06
- Led BOI's centralised telephony operations, handling c.14,000 daily calls and overseeing 140+ staff.
- Delivered all key contact centre KPIs while navigating growth and cost-cutting phases.
- Successfully centralised 256 branch lines into the contact centre.
- Progressed through multiple leadership roles from Customer Service Agent to Contact Centre and Operations Manager.
Education
Diploma - Employment Law
Dublin Business School
2025.10 -
Diploma - Human Resource Management
Griffith College
Professional Banker - undefined
Institute of Bankers/ UCD
Qualified Financial Advisor - undefined
Institute of Bankers/UCD
Diploma - Management and Employee Relations
National College of Ireland
Professional Certificate - Customer Experience
CX Academy
Skills
- Extensive experience in employee relations, talent management, organisational development and employee engagement strategies across large scale financial institutions
- Strong governance and compliance background, ensuring full alignment with employment law and regulatory frameworks
- Proven ability to develop and mentor talent, build succession pipelines, and lead high performing teams
- Champion for diversity, equity and inclusion (DEI), co-leading an award winning employee resource group and influencing inclusive policy and culture across the organisation
- Results-driven with a history of boosting productivity and maintaining a people-first culture
- Skilled communicator, trusted by senior leaders to deliver people strategies that drive productivity and employee experience
- Proven capability to interpret performance data and implement appropriate actions to improve business performance
Accomplishments
- Chartered Member CIPD (MCIPD) – Maintaining active CPD in employment law, DEI, and strategic HR
- Co-Chair of PRISM (LGBTQ+ Employee Resource Group) in PTSB – Winner of National Diversity and Inclusion Award 2025
- Shortlisted for Irish Banking Culture Board Awards 2025 in the category of Respect and Empathy
- Member of the PTSB People Experience Council – Representing 700+ staff and influencing strategic HR and engagement decisions
- Reduced attrition by 10% by developing structured career pathways and employee development programmes
- Delivered €1m in cost savings over 3 years through people-focused process efficiencies and workforce optimisation
- Mentored multiple employees into leadership roles, building robust internal talent pipeline and reducing external recruitment dependency
- Increased employee engagement scores by 15% year-on-year through structured feedback mechanisms and recognition strategies
- Developed and implemented PACE (People and Customer Experience) Network, improving employee experience metrics by 25%
- Launched Customer and Employee Experience councils, achieving industry-leading +45 Customer NPS Score
- Seamlessly transitioned large-scale operations between outsource partners with zero attrition and no service disruption
Training
I have also completed the following internal courses over the duration of my career: 360 degree leadership | Leading for High Performance | Lean Principles | Leading for Results | Managing People Skills | Critical Conversations | Strategic Thinking |
Timeline
Diploma - Employment Law
Dublin Business School
2025.10 -
Senior Manager- Open 24 and Card Operations
PTSB
2015.04 - 2025.04
Operations Manager
Interaction/ OSG (Outsource Companies)
2014.02 - 2015.02
Contact Centre & Operations Manager
Bank of Ireland
1998.01 - 2013.06
Professional Banker - undefined
Institute of Bankers/ UCD
Qualified Financial Advisor - undefined
Institute of Bankers/UCD
Diploma - Human Resource Management
Griffith College
Diploma - Management and Employee Relations
National College of Ireland
Professional Certificate - Customer Experience
CX Academy