Amy Kane
Dublin
Summary
Operations and risk management professional with extensive experience in financial services. Demonstrates operational leadership through managing cross-functional teams and driving improvements in compliance and efficiency. Expertise in governance, audit, and stakeholder management ensures alignment with regulatory standards and strategic objectives.
Overview
20
20
years of professional experience
Work History
Hospital Claims Operations Lead
Irish Life Health
03.2025 - Current
- Lead the end-to-end hospital claims audit process, ensuring adherence to SLAs, quality standards and timely hospital payments.
- Implement and maintain robust controls and governance frameworks to mitigate risk, support regulatory compliance and ensure audit readiness.
- Managed Third-Party Administrators (TPAs), monitored performance, addressed underperformance, and conducted root cause analysis to ensure compliance with operational standards.
- Drove continuous improvement by identifying process bottlenecks and streamlining workflows to enhance operational efficiency.
- Build and maintain strong relationships with internal stakeholders, hospital partners and TPAs to support seamless service delivery.
- Design and support training programmes to upskill team members and embed best practice.
- Contribute to strategic projects, including system upgrades, process automation and policy updates, improving operational performance and customer outcomes.
- Maintained TPA error rates within agreed tolerance levels through performance management and targeted corrective action plans.
- Integrate new audit teams, embedding consistent governance and quality standards across operations.
Arrears Support Unit (ASU) Consumer Finance & Restructuring Manager (Dual Role)
KBC Bank Ireland
01.2016 - 01.2023
- Established and managed ASU Consumer Finance Team, overseeing operations and ensuring delivery against SLAs and KPIs.
- Led a 20-person Mortgage Restructures Team, including oversight of credit applications, recruitment, training, coaching and performance management.
- Designed and implemented collections systems and processes, enhancing controls and ensuring regulatory compliance.
- Analysed productivity and performance data, identifying trends and implementing actions to improve customer outcomes and operational results.
- Delivered cost-reduction and process-automation projects, streamlining workflows and eliminating manual tasks.
- Led cross-functional Contact Centre, Restructure and Consumer Finance teams through the wind-down and sale of KBC Ireland, maintaining service levels and operational stability.
- Acted as primary departmental contact during wind-down, coordinating activity and ensuring clear communication with senior stakeholders.
Arrears Support Unit (ASU) Customer Contact Team Manager
KBC Bank Ireland
01.2014 - 01.2016
- Managed a team of 30 phone agents in a regulated arrears environment, ensuring compliance, quality and productivity targets were achieved.
- Led recruitment, induction, training and day-to-day management, fostering a high-performance and customer-focused culture.
- Oversaw daily and monthly capacity planning, ensuring optimal coverage during peak periods, month-end, leave, and unplanned absences.
- Managed contingent staffing during peak volumes, ensuring compliance with internal and external performance commitments.
- Implemented monthly call monitoring and coaching, enhancing service quality and ensuring regulatory adherence.
- Developed and executed customer communication strategies during heightened arrears periods, supporting successful collections and reduction of arrears.
Other Roles
KBC Bank Ireland
01.2006 - 01.2012
- Restructures Team Assistant Manager – managed customer restructuring cases, driving sustainable solutions and ensuring regulatory adherence.
- Non-Standard Credit Team Agent – assessed and managed non-standard credit applications in line with policy, risk appetite and regulatory requirements.
- Underwriter – Residential Investment Properties – underwrote residential investment property applications in accordance with credit policy and risk frameworks.
- Customer Service Adviser & Top-Ups – provided front-line customer service and processed top-up applications, maintaining accuracy, compliance, and enhancing customer experience.
Education
Bachelor of Business Studies (Honours) -
Galway/Mayo Institute of Technology
GalwayGalway
Qualified Financial Adviser (QFA) -
Institute of Bankers
DublinDublin
Certificate in Insurance Product Advice -
Insurance Institute of Ireland
Diploma in Change Management (Distinction) -
UCD Professional Academy
PRINCE2 Practitioner -
Sureskills
Level 3 Award in Leadership and Management -
Talentpool
Skills
- Project management
- Operations leadership
- Risk audit and compliance
- Governance and controls
- Process improvement
- Stakeholder management
- Data analysis
- Training and development
- Customer experience
Training
- Supervisor to Super Leader
- Time Management
- Presentation Skills
References
Available upon request.
Timeline
Hospital Claims Operations Lead
Irish Life Health
03.2025 - Current
Arrears Support Unit (ASU) Consumer Finance & Restructuring Manager (Dual Role)
KBC Bank Ireland
01.2016 - 01.2023
Arrears Support Unit (ASU) Customer Contact Team Manager
KBC Bank Ireland
01.2014 - 01.2016
Other Roles
KBC Bank Ireland
01.2006 - 01.2012
Bachelor of Business Studies (Honours) -
Galway/Mayo Institute of Technology
Qualified Financial Adviser (QFA) -
Institute of Bankers
Certificate in Insurance Product Advice -
Insurance Institute of Ireland
Diploma in Change Management (Distinction) -
UCD Professional Academy
PRINCE2 Practitioner -
Sureskills
Level 3 Award in Leadership and Management -
Talentpool