Patricia (Trish) Grant
Co. Tipperary,Ireland
Summary
Accomplished professional with a strong track record in leading, motivating, and developing teams to meet challenging goals. Demonstrates excellent knowledge and experience in interacting with SME businesses, coupled with a robust appetite for new challenges. Adept at mentoring and coaching, with a proven ability to collaborate effectively with key stakeholders. Career goals include leveraging extensive skills to drive organisational success and foster team growth.
Overview
42
42
years of professional experience
18
18
years of post-secondary education
Work history
Team Lead - Centre of Excellence
AIB
Thurles, County Tipperary
2022.02 - 2024.11
- Lead, motivate and develop a team of 18 Credit Analysts to ensure KPS's and SLA's were met, delivering on complex process improvements projects & lean initiatives as well as ensuring high standards for New Money applications are consistently maintained.
- Consistently delivered a professional operational support & assurance function to ensure a robust process and control environment existed within the team and the overall SME business and to ensure credit professionalism and quality were maintained to the highest standards.
- Build partnerships and champion collaboration with the various stakeholders to ensure service levels are maintained and opportunities for continuous improvement to include faster response times, minimal reworks and a consistent & connected customer experience.
- Assessed employee capabilities and assigned tasks accordingly for optimal results
- Coach and develop an engaged and aligned team to ensure consistent delivery of exceptional customer service which operation in a productive and efficient manner.
- Conducted performance reviews for continuous improvement. Created conditions in which staff could thrive and be at their best, leading to optimum team output.
- Accountability for the governance responsibilities associated with the role (complaint handling, SME Regulations) and ensuring the role of the team was carried out in compliance with same.
- Ensured adherence to AIB Standards of credit management and excellence in Operational Risk Management, consistently demonstration and driving impeccable standards while maintaining/enhancing customer relationships.
- Assessed employee capabilities and assigned tasks accordingly for optimal results.
Team Lead - Business Banking
AIB
Thurles, County Tipperary
2018.01 - 2022.02
- Lead a team of 8 Business Advisors to develop a market force in the Local Market while consistently delivering exceptional customer experiences and market leading business performance.
- Coach & develop the team skills to ensure delivery of strong credit expertise while maintaining credit professionalism and manage a dynamic pipeline of customer requests.
- Build relationships with key stakeholders to ensure credit standards and credit risk are addressed at all times.
- Motivate an engaged team to ensure they are consistently delivering exceptional customer service and operating in a role where they can be their best.
Credit manager - Financial Solutions
AIB
Thurles, Co. Tipperary
2013.11 - 2025.01
- Manage a portfolio of 30 customers requiring implementation of strategic plans to mitigate against credit risks.
- Evaluate financial data and liaise with customers and their advisors to reach mutual agreement on restructure required.
- Liaise with the Banks credit experts to gain approval of proposed financial based solution.
- Work closely with Auctioneers, Solicitors and Advisors to ensure implemented solution is followed and adhered to.
Team Lead - Regional Credit Management
AIB
Thurles, Co. Tipperary
2008.04 - 2013.11
- Provided leadership, guidance & coaching to a team of 5 working to support Branch network in identifying and assessing possible risk cases.
- Developed robust communication channels to allow weekly monitoring of branch credit reports and collaboration with Branches to implement credit solutions.
- Carried out quarterly reviews of loan book in branches and worked with Branch Manager to devise and implement plans to address identified risk cases and possible areas of risk.
- Built strong relationship with key stakeholders to implement quality control measures and ensure delivery of process improvements and initiatives across the Branch network.
- Provided credit training and ongoing support to newly appointed Relationship Managers.
Commercial Manager Support
AIB
Kilkenny, County Kilkenny
2004.01 - 2008.04
- Provided support to Commercial Manager by accompanying him on site visits to customers requesting funding. Carried out overall financial assessment and prepared application with recommendation for further assessment by Commercial Manager of Credit Department.
- Provided guidance to Relationship Managers in Branch network on credit queries. Developed & facilitated credit skills programmes for newly appointed RM's.
- Carried out credit quality audits across the Branch network, preparing report on same for Regional Director and supporting Branch Manager in devising and implementing a plan to address areas for concern.
- Supported the Regional Director by attending monthly Branch Manager meetings and delivering presentations around credit related matters.
- Deputised for Branch Managers in their absence to support Branch staff in daily running of branch and carry out any customer meetings.
Relationship Manager and HRQMO
AIB
Cashel, Co. Tipperary
2000.10 - 2004.01
- Management of portfolio of 250 customers across a mix of Agri, SME & Personal with a focus on providing best suitable products to customers while protecting and growing the loan book.
- Responsibility for daily operation of the branch which had a staff of 10.6 and included everything HR related.
- Provided daily support to Branch Manager to ensure adherence to all policies & procedures.
- Motivate & develop staff to deliver exceptional customer service with a focus at all times on accuracy and maintaining high standards across credit professionalism and operational efficiency.
- Develop strong relationship with colleagues across other branches and support areas.
- Develop and implement plans to address any short comings or possible risk areas
- Ensure all staff are briefed on relevant procedures each week and same are implemented without delay.
- Overall responsibility for any complaints received or any data breaches, ensuring correct procedures are followed within appropriate timelines.
Relationship Manager - Corporate Banking
AIB
Dublin, Dublin
1995.06 - 1999.11
- Management of portfolio of 30 multi national companies operating in Ireland with a focus on being a one-stop-shop for all their financial requirements.
- Daily interaction with customers to establish best products, followed by introduction of colleagues/experts across different areas of the bank.
- Annual review of portfolio to ensure credit standards were being maintained along with regular site visits to customer premises.
- Close collaboration with IDA to gain introduction to companies exploring the possibility of setting up an operation in Ireland.
- Developing & delivering a customer focused presentation to Company Executives to outline what AIB had to offer and how we could best support them in their journey.
Personal Assistant to Head of Intl. Corp. Banking
AIB
Dublin, Dublin
1992.01 - 1995.06
- Answering phone & emails. Scheduling meetings & managing daily calendar.
- Prepare accurate and comprehensive notes of meetings
- Plan travel, including international flights, hotels & ground transportation.
- Co-ordinate events and speaking engagements along with preparation of notes for same.
- Daily collaboration with 4 Senior Managers in International Corporate Banking and their respective teams.
- Overall responsibility for design, implementation and roll out of the customer management information system used across the 4 teams.
- Responsibility for all secretarial staff across the 4 teams ensuring they were well positioned to provide exceptional support to all.
- Co-ordinate customer events including food, entertainment & travel arrangements
- Collaborate daily with key stakeholders across Corporate Banking representing the Head of International Corporate Banking.
Temporary Official - Cash Management System
AIB
Dublin, Dublin
1990.11 - 1992.01
- Building, testing & installing the Banks Cash Management system for Corporate Banking customers. The building & testing required critical thinking to break down problems and implement workable solutions.
- Training customer representatives on how to use the system on a daily basis.
- Provided ongoing telephone support to customers when queries ensuring exceptional customer service at all times.
- Increased customer satisfaction by resolving issues at an early stage.
- Strong collaboration with team across Corporate Banking to identify suitable customers.
- Provided secretarial support to Senior Manager in dealing with correspondence and organising events
Assistant House Parent
St Joseph's Residential Care Home
Kilkenny, Kilkenny
1983.06 - 1989.12
- Caring for children ranging in ages from 1 to 17 with complex emotional & behavioural needs that cannot be catered for in mainstream family.
- Support the children to develop relationships outside of the care home.
- Collaborate with each child's Social Worker to develop an individual plan suitable to the child that will support them grow and overcome the challenges they face.
- Liaise with schools and other support agencies to ensure children are fully included in all activities.
- Supervise parental visits where required and build relationship with parents
Education
Certificate of Higher Education - Professional Certificate in Consumer Protection Risk, Culture & Ethical Behaviour
Institute of Bankers
2008.01 - 2019.09
Certificate of Higher Education - Professional Diploma in Financial Advice
Institute of Bankers
Dublin 2008.01 - 2010.12
Certificate of Higher Education - Secretarial & Business Studies
LSB International
Dublin 1990.01 - 1990.06
Higher National Diploma - Child Care
Waterford Institute of Education
Waterford 1983.09 - 1986.06
Skills
- Strong track record in leading, motivating & developing a team to meet challenging goals
- Excellent knowledge & experience of interacting with SME Businesses
- Strong track record in providing exceptional customer service
- Experience in mentoring & coaching
- Strong ability to collaborate with key stakeholders
- Effective negotiation skills
- Experience in preparing & facilitating training workshops
Timeline
Team Lead - Centre of Excellence
AIB
2022.02 - 2024.11
Team Lead - Business Banking
AIB
2018.01 - 2022.02
Credit manager - Financial Solutions
AIB
2013.11 - 2025.01
Team Lead - Regional Credit Management
AIB
2008.04 - 2013.11
Certificate of Higher Education - Professional Certificate in Consumer Protection Risk, Culture & Ethical Behaviour
Institute of Bankers
2008.01 - 2019.09
Certificate of Higher Education - Professional Diploma in Financial Advice
Institute of Bankers
2008.01 - 2010.12
Commercial Manager Support
AIB
2004.01 - 2008.04
Relationship Manager and HRQMO
AIB
2000.10 - 2004.01
Relationship Manager - Corporate Banking
AIB
1995.06 - 1999.11
Personal Assistant to Head of Intl. Corp. Banking
AIB
1992.01 - 1995.06
Temporary Official - Cash Management System
AIB
1990.11 - 1992.01
Certificate of Higher Education - Secretarial & Business Studies
LSB International
1990.01 - 1990.06
Higher National Diploma - Child Care
Waterford Institute of Education
1983.09 - 1986.06
Assistant House Parent
St Joseph's Residential Care Home
1983.06 - 1989.12