John Murray
Limerick,
Summary
I possess a proven ability to deliver results, develop impactful action plans and lead initiatives that drive cultural transformation and organizational success. I possess extensive experience in risk management, data interpretation and stakeholder collaboration. I excel at identifying trends and translating them into meaningful strategies to support business objectives. My expertise includes leading teams of up to 60 colleagues, facilitating feedback mechanisms and managing high impact projects. I thrive on fostering a culture of continuous improvement by leveraging my communication and influencing skills to engage partners and drive sustainable results. I am passionate about creating inclusive environments and committed to aligning culture strategies.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Bereavement Support Unit Manager (Secondment)
Bank of Ireland
Limerick
07.2024 - Current
- Orchestrated the department’s response to the OpenView 2023 results by directing end-to-end delivery of actions based on comprehensive data collection.
- Responsible for a team of 55 onshore and offshore operators.
- Spearheaded three cross-functional teams in overhauling system data involving 20,000 cases, significantly improving accuracy, reliability, and usability to support better decision-making.
- Restored the businesses' offshore team performance to acceptable standards within six months by addressing inefficiencies and implementing targeted improvements following a period of unsatisfactory ratings.
Mediation Team Manager
Bank of Ireland
Dublin
12.2022 - 07.2024
- Organised the department's OpenView 2023 survey response by conducting one-on-one and group meetings with staff to collect and address feedback and implement actionable changes that enhanced team morale and efficiency.
- Led initiatives that resulted in the Bank of Ireland achieving its first-ever year not appearing on the Financial Service Providers Ombudsman’s publicised list of financial service providers with complaints upheld against them.
- Managed all external Workplace Relations Commission (WRC) complaints for the bank by overseeing the conflict resolution process. Represented the organization in adjudication and mediation proceedings resulting in zero upheld findings against the bank.
- Provided mentorship and coaching to team members by conducting regular performance reviews and offering personalized feedback to support professional development and career progression.
Customer Care and Complaints Specialist
Start Mortgages
Dublin
07.2021 - 12.2022
- Achieved a 75% reduction in upheld complaints with the Financial Services and Pensions Ombudsman through significant improvements in service quality and regulatory compliance.
- Successfully managed the submission of the company's official responses to the Financial Services and Pensions Ombudsman, with zero requested submissions falling outside of required timelines.
- Oversaw a portfolio of approximately 60 active complaints, ensuring each case was handled to the highest standards of customer service, engagement, and fairness while adhering to regulatory requirements.
- Provided comprehensive support, advice, and feedback to operational managers to address the root causes of complaints and ensure long-term resolutions, identifying early intervention and alignment with regulatory standards.
Complaints Manager
AIB
Dublin
10.2018 - 06.2021
- Achieved a 100% resolution rate at face-to-face mediations, acting as a primary point of contact and representative for the bank.
- Successfully met all case deadlines for two years in a row.
- Advocated for customers, where appropriate, ensuring their concerns were fully considered, while safeguarding the bank's position and adhering to legal and procedural frameworks.
- Designed and implemented a complaint tracker system utilised by the entire team that cut errors by 80%.
Auctions Team Lead
KBC Bank
Dublin
09.2016 - 09.2018
- Promoted to auctions team leader after four months, recognising leadership and strategic contributions to the team.
- Managed a team of three, providing mentorship, conducting performance reviews, and fostering professional growth to exceed team objectives.
- Oversaw a multi-million dollar property portfolio, ensuring a 90% market valuation disposal rate through effective leadership and strategic decision-making.
- Chaired conference calls with over 20 external service providers, ensuring collaboration and timely execution of key actions to meet deadlines.
Legal Executive
KBC Bank
Dublin
08.2015 - 05.2016
- Managed a diverse portfolio of over 100 cases across Circuit and High Courts.
- Drove a 38% improvement in court outcomes for the bank.
- Maintained exceptional levels of data integrity and accuracy on legal documentation systems while supporting organizational compliance and audit readiness
- Collaborated with cross functional teams to streamline communication and support the resolution of cases
Paralegal
Holohan Law
Dublin
06.2013 - 08.2015
- Prepared and submitted applications for over 10 personal insolvency arrangements ensuring compliance with legal procedures and within tight deadlines
- Drafted and finalized more than 25 motion booklets for District and Circuit Court hearings ensuring accuracy and attention to detail
- Represented Holohan Law in District, Circuit and High Court proceedings providing professional support and facilitating efficient risk management
- Observed and facilitated face to face Mediations ensuring procedural fairness and assisted in achieving amicable resolutions
Education
Bachelor of Laws - Human Rights
National University of Ireland, Galway
01.2013
BA - Public and Social Policy
National University of Ireland, Galway
01.2011
Skills
- Dispute Resolution
- Risk Management
- Data Interpretation and Reporting
- Project Management
- Stakeholder Management
Certification
- Qualified Financial Advisor, LIA, 2018
- Qualified Mediator, Mediators Institute of Ireland, 2019
- Senior HR Management, UCD, 2025
Hobbies and Interests
- Leadership in Sports. Coaching and managing my local Hurling Club.
- Environmental Stewardship. Passionate about working with my local tidy towns team. I enjoy gardening, especially sowing native Irish wildflowers and trees.
- Cultural Exploration. Enthusiastic about traveling and immersing in diverse cultures to gain new perspectives on life.
Timeline
Bereavement Support Unit Manager (Secondment)
Bank of Ireland
07.2024 - Current
Mediation Team Manager
Bank of Ireland
12.2022 - 07.2024
Customer Care and Complaints Specialist
Start Mortgages
07.2021 - 12.2022
Complaints Manager
AIB
10.2018 - 06.2021
Auctions Team Lead
KBC Bank
09.2016 - 09.2018
Legal Executive
KBC Bank
08.2015 - 05.2016
Paralegal
Holohan Law
06.2013 - 08.2015
Bachelor of Laws - Human Rights
National University of Ireland, Galway
BA - Public and Social Policy
National University of Ireland, Galway
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