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.
Chief Operations Officer
Martin joined Capita Customer Solutions in 2017 as Chief Commercial Officer 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 most recent appointment in 2019 as Chief Operations Officer in Capita Customer Solutions. From Cork, he studied Computer Science in UCC. He is ITIL v3 Expert Certified and Prince2 Project Management Practitioner Certified. Email - email@example.com
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.
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.
Ross is an Operations Director with over 14 years of BPO experience having held positions in varying fields of the business from Resource Planning, MI and Project Management. He specialises in Operational Development and Transformation with a track record of mid to large-scale turn arounds. He joined Capita in 2005 originally with our Customer Management Division working with a catalogue of blue chip clients that include O2, BT, Google, BMW and the Volkswagen Group. Ross moved to our Customer Solutions business in his current capacity in 2018 working alongside our Bord Gáis partnership having developed a relationship with their parent company Centrica for the past 6 years.
Mary joined Capita in a consulting capacity in March 2018 and later as Operations Director in August 2018. Mary is a growth-minded executive with over 20 years of progressive leadership experience in financial delivery, centre governance, site management, revenue optimisation, O2C, service delivery, project management, customer service, staff leadership, change management, business excellence. Mary is a strategic visionary and leader for business change, growth, and performance improvement. As an elite communicator Mary is continually focused on strengthening relationships with clients and demonstrates her leadership in training and mentoring teams for efficiency and target achievement. Mary has worked for many global organisations throughout Europe, Asia Pacific, the US and Ireland in various industries including business process outsourcing, telecommunications and financial services. Mary’s most recent role was Managing Director of Arvato Financial Services (Ireland) Ltd, where she had direct involvement and experience in the operational delivery for local and global clients.
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.