Lucie Kilbane

WORK HISTORY

EDUCATION

ABOUT LUCIE KILBANE

25 years working in Retail Banking. Starting my career as a cashier in a global bank, enjoying various different roles including sales advisor providing banking needs to customers, to relationship managing high net worth Premier Customers and various levels of branch management, leading to the role of Senior Retail Branch Manager in 2017.Currently in the role of Savings Manager for a Regional Building Society, leading a team who deliver excellent customer experience on inbound calls and website enquiries plus completing all savings admin tasks. Responsible for the Savings proposition; new product design through to launch, reviewing existing savings products, regulation and compliance, delivering our savings plan whilst working on creating change to simplify processes for colleagues and customer.Striving for excellence for customer experience is top of my priorities and ensuring members receive a tailored, exceptional experience when they interact with any of my team and listening to feedback to adjust to customer feedback. Passionate about the people agenda and ensuring that my own and wider teams, have a supportive, thriving environment to work in whilst being coached and developed to be their best self.My experience covers skills that range from confident leadership, presenting, coaching, people management, operational management of branches, problem solving, customer experience, team wellbeing, recruitment, performance against KPI\'s, analysing data, pricing of products and interpreting MI whilst maintaining a fully compliant, regulated business area.Additional responsibilities include / included;SME Customer Experience and People engagement for North Region & Area (HSBC)Global balance advocate (HSBC)Pride Ally (HSBC)HSBC Spotlight Award National finalist for Extraordinary Leader 2019 & 2020Community & Events committee Chair (LBS)Colleague Forum member (LBS)#IamRemarkable accredited coach Diploma in Financial Services ManagementDiploma in Retail Banking Conduct of Business Chartered Bookkeeping Qualified Mental Health First Aider in the workplaceLevel 1 Six Sigma qualificationItalian Language Level 1 & 2Certified Fintech PractitionerVice Chair of School Governors March 23 to dateRisk & Regulation in banking 2024Level 5 Professionalism, Conduct & Ethics Jan 25Advanced Professional Diploma in Banking & Finance Oct 25