Our Irish based management team provides the expertise and experience allied with an innovative philosophy to deliver the collaborative partnership that will meet and exceed your expectations.
Paddy has been part of the Capita Customer Solutions executive team since 2008, serving both as Chief Financial Officer and Chief Operations Officer prior to his appointment as Managing Director. He therefore knows the company and all aspects of its business intimately and is ideally equipped to ensure Capita Customer Solutions realises its wider ambitions for service excellence, business development and client growth. Paddy is a fellow of the Institute of Chartered Accountants and an associate member of the Association of Corporate Treasurers. He has worked in practice and industry over the course of his career with high profile companies including as KPMG, Fortis and FEXCO gaining invaluable experience in areas such as finance, risk, operational service delivery and general management.
Business Development Director
Martin joined Capita Customer Solutions in 2017 having spent most of his career working in Consultancy, Service Management, Delivery and Business Development Roles across several Clients helping to address the various Business and ICT challenges they face. He is a Certified Service Management and Project Management Professional with a background in multiple disciplines including Customer Service; Service Management; Strategic Transformation; Customer Engagement; Operating Model Design; Business Relationship Management; and System Integration. Martin’s focus has always been to work with his Business Partners to identify opportunities for improving service, reducing overheads, solving business problems, or addressing the impacts of voluntary or mandated change in a business. He believes that if work does not address one or more of these points, it is most likely not of true value to a prospective or existing client and hence, not in their interest to perform. It is this same philosophy Martin is bringing to his role as Business Development Director in Capita Customer Solutions. From Cork, he studied Computer Science in UCC. He is ITIL v3 Expert Certified and Prince2 Project Management Practitioner Certified.
Client Relationship Director
Ailish joined Capita Customer Solutions in 2016 as Client Relationship Director. In her role, Ailish is focused on developing our strategic partnerships with our valued clients, by spending time understanding our client’s goals, analysing their objectives so that we deliver the best solutions for our clients. Ailish’s ability to develop strong successful partnerships comes from extensive experience in Relationship Management positions across the software, telecommunications and IT services industries in both Europe and Asia Pacific. After earning a B.B.S in Marketing & Consumer Psychology from the University of Limerick, Ailish progressed academic research in the area of consumer psychology and it remains a strong passion today.
Having trained in practice, Geraldine joined Capita Customer Solutions as a newly qualified accountant to work on a client contract. She then moved to our Corporate Finance team in 2006 as a Financial Reporting Accountant before a subsequent promotion to Senior Financial Accountant. During her time in Corporate Finance, she gained valuable experience in financial control and analysis, systems management and implementation, people management, audit and internal control. Geraldine was appointed as Capita Customer Solutions’ Financial Controller in December 2015. Geraldine is a commercially focused manager with 10 years’ post-qualified experience in the outsourcing industry and has been a valued addition to our Senior Management Team. She holds a 1H Bachelor of Business Studies from the Cork Institute of Technology, is a member of Certified Public Accountants of Ireland and holds a 2:1 Diploma in Management from the Irish Management Institute.
Head of Professional Services & Innovation
Jenifer joined Capita Customer Solutions in 2004 as IT Project Manager. Today, as Head of Professional Services, she is responsible for responding to all public and private tenders and leads a team of highly skilled Solution Architects and Bid Writers. Her focus is on designing robust, innovative and highly effective solutions that combine the best of our people, processes and technology. She works closely with our operations and shared services functions (ICT, HR, Talent Acquisition, among others) to ensure we engage the most talented people to deliver winning proposals. Jenifer has a passion for exemplary customer experience and digital transformation and is committed to delivering business efficiencies and cost savings to our clients while ensuring the customer is at the heart of our offering through initiatives such as customer journey mapping and customer effort analysis. Jenifer has over 20 years’ experience across the IT and Outsourcing sectors and has delivered worldwide projects such as a large complaint ticketing system for Morgan Stanley Financial Services Corporation in Tokyo and an insurance fraud detection system for AIG in South Africa. Jenifer has a BSc 2:1 in Information Technology, a HND/ HNC in Computer Systems and an ONC in Business Studies.
Chief Operating Officer
Paul recently joined Capita Customer Solutions after a long career spanning both public and private sectors. A former Defence Forces officer he spent eleven years with Microsoft in operations and IT roles. Having established a Shared IT function in the Health Service Executive (HSE), Paul as CEO went on to lead the creation of a new State Agency, the Local Government Management Agency that had, inter alia, responsibility for the implementation of revenue generating initiatives on behalf of local and national government. Paul holds a Bachelor of Commerce degree and has a Master’s degree in IT. He is a Fellow of the Irish Computer Society.
Ursula joined Capita Customer Solutions in 2005. As Operations Director she is responsible for operational delivery for many of our key contracts including the Residential Tenancies Board and Independent News and Media plc. Ursula focuses on executing our business strategy and ensuring operational excellence and she plays a key role in the transition and implementation of new business from tender response through to operational delivery. She also has a track record of building and managing positive and effective relationships with our clients through proactive engagement, strategic planning and new business development. Ursula has a strong cross-sectoral Finance background. She started out in private sector accountancy practices before joining Capita Customer Solutions where she held a number of roles, including Finance Manager and Head of Finance and Accounting, both of which encompassed public and private sector client contracts. With over 18 years of expertise in the areas of finance, operational excellence, and people management Ursula is an invaluable member of our Senior Management team and has been an integral part of the growth of the company since joining in 2005.
John joined Capita Customer Solutions in 1988 as IT Manager. In 1996, following the award by the Department of Agriculture, Food and the Marine (DAFM) of the contract to manage the calf registration programme, John assumed responsibility for all our Government agriculture contracts. Since that time he has led the successful service delivery on behalf of an array of sectoral clients including Bord Bia and the Irish Cattle Breeding Federation (ICBF). He is also responsible for our print and fulfilment centre in Bandon, Co. Cork. In 2013 John led the expansion of the company in to the UK when the Department for the Environment, Food and Rural Affairs (Defra) awarded us the contract to manage the movement of sheep, goats and deer in England. John has a BSc in Mathematics & IT from UCC and a Higher Diploma in Education also from UCC. He is a former Director of the Irish Dairy Records Coop (IDRC), the Centralised Irish Milk Records Association (CIMRA) and the ICBF.
Máire joined Capita Customer Solutions in 2014. She is Operations Director for our Inspectorate and Quality Assurance clients, including Bord Bia and Fáilte Ireland, with responsibility for two nationwide field-force teams of auditors and their centralised support functions based in our Clonakilty head office. With over 25 years’ experience in the Irish agricultural sector in Ireland, Máire has built excellent relationships with many industry stakeholders. Her previous roles included regional development officer with the Irish Grassland Association and 20 years with AIB where she had a commercial lending role working with the agri-client base and promoted leasing facilities to the agri sector at both sales and manufacturing levels. Máire is a serving member of the Board of Bandon Co-op and she works with her husband on a dairy and beef farm supplying milk to the Co-op. She is also a 2015 Nuffield Scholar; her scholarship study topic is ‘Women who influence in agriculture’ and she completed a Nuffield Report which was presented at the 2016 National Conference Maire has a Diploma in Food Business and Corporate Governance and is a Qualified Financial Advisor
Catherine joined Capita Customer Solutions in 2017 as Operations Director. She has over 20 years’ experience leading international contact centres across a broad spectrum of services and languages ranging through Service Desk, Sales, Marketing, Customer Service, Data Cleaning and Content acquisition surveys. She has established operations from the ground up as well as lead growth and optimisation in existing locations. Catherine has a keen awareness of the importance of healthy collaborations required to make trusting and successful outsourcing relationships work. She believes that creating working environments where teams and individuals work think “success” is paramount. Having worked in multiple international locations, Catherine is fluent in German and Spanish. She holds a Masters Degree in Assistive Technology and a Dipl. Ing in Economics and Programming. Catherine is ITiL V3 Certified.
Head of Innovation and Transition
Peadar joined Capita Customer Solutions in 1999. He has worked in a variety of IT and project-related roles and brings a wealth of technical and operational service delivery experience to our Senior Management Team. Following a two year sabbatical to pursue his interest in aviation, Peadar re-joined Capita Customer Solutions in 2010 as a pre-sales advisor and in late 2011 he was promoted to Head of IT, taking responsibility again for the IT function and directing team development, service enhancement and strategy. After our acquisition by Capita Plc in 2014, Peadar moved to the role of Head of Innovation and Transition, where he leads a team of vastly talented professionals with skills in software development, IT infrastructure management, project management, business analysis, and insight & analytics. The team manages all new client on-boarding projects and works closely with existing operations teams to enhance their service offering and capabilities through the delivery of innovative solutions and/or improved work practices. Prior to joining the company, Peadar spent three years working with Accenture in the UK, Finland and Ireland. He holds a Bachelor of Engineering (Mechanical) from University of Limerick as well as a Commercial Pilot’s Licence and FETAC Level 6 Diploma in Project Management.