Karen McGloin

Responsible for the management of fraud from assessment through to completion and payout, ensuring all quality assurance protocols were met ■ Commercial Fraud | Quality Assurance • Extensive liaison with fraud investigation team to ascertain specifics of each case and review of all associate documentation • Managed expectations of HNWI banking customers, their private bankers and large corporate customers • Engaged with banks in relation to indemnity and money returned to FNB customers • Ensured service level agreements (SLA) with business segments were drafted, in place and implemented • Conducted spot checks against compliance and legislative requirements driving strong audit outcomes, provided actions and triggered follow up with business units on any areas of concern • Assessed all fraud scam matters referred to QA team for vetting prior to liaison with bank and internal customers • Reviewed all documentation prepared including financial value, and correct capture of information on internal systems • Checked and authorised repatriation of fund values • Extracted data and generated reports showing monthly statistics on values, financial institutions involved and types of scams ■ Process Control • Aligned processes with the business in order to provide continually improved service delivery • Identified risks and implemented action plans to eradicate loopholes in processes • Monitored compliance training of banking staff in order to drive compliance and processes • Compiled and presented weekly reports on corrective measures implemented ■ Achievements • Delivered outstanding service exceeding customer expectations through proactive, innovative solutions • Took on added responsibility of quality assurance monitoring and improved quality control resulting in reduction of reoccurring problems

■ Monetary Recovery • Supported all branches at FNB to recover financial losses identified through theft, fraud, processing errors, values paid into the incorrect banks etc • Engaged with legal teams with handover of cases to solicitors for legal recovery of identified monies, further monitored legal costs and reduced this where possible • Assessed trends in recoveries and recommended corrective actions to business units and management teams • Provided branches with guidance regarding legal matters and associated documentation including query resolution of complaints and queries • Extracted data and compiled full monthly reports • Held added responsibility as 2iC and managed the team, resolving escalated queries and ensuring compliance of all set procedures and workflows ■ Achievements • Recovered >£1mill following investigation, identification of error and provision of documentation to legal team

■ Initially held associate operational risk and claims assessor role, promoted to claims and risk manager • Managed a team of 6 direct reports (operational risk and claims assessors) • Through continued training created a highly capable team of assessors, able to interpret and implement policies and procedures relating to claims in order to reduce losses • Investigated, accessed, guided and directed all branches in relation to write off and recovery or legal action for all losses that arose through fraud, defalcation and administration error claims from either the branches, the banking ombudsman or other banking institutions • Provided further support to branch relating to claims arising from physical losses, vandalism, injury to customers, third parties and catastrophic events (water & lighting) • Authorised write off’s and payment of funds to customers for larger claims ■ Achievements • Achieved acceptable audit across all branches • Improved the overall response times on matters reported by various branches

■ Team Manager • Led, managed and nurtured a team of 7 direct reports across 3 branches (team leaders) and 30 indirect reports • 360 management – setting of targets, KPIs, performance management, deployment of tasks, training and development, recruitment, disciplinary and exists • Administration Management o Responsible for overall control of all administration for 3 branches comprising all operational requirements, internal and external maintenance, security, equipment, occupational health & safety etc o Report management from extraction of date, compilation and analysis to usage of reports enabling better decision making o Drove compliance of all banking legislation and procedures, from review and embedding of requirements to internal audits o Controlled and managed all cash holdings, general ledger and office accounts with daily reconciliations of cash, all transactions, withdrawals including cash point machines o Managed branch costs within budget requirements ■ Service Delivery • Cultivated professional relationships with customers, corporate clients, general public • Embedded a common goal of focused service delivery • Championed internal communication ensuring that all stakeholders were up to date with any procedural or legislative changes ■ Achievements • Successfully administered the opening of a new branch which achieved a positive audit result within 3 months of opening • Achieved lowest staff turnaround/churn compared to other local branches; underpinned by balanced, hands-on and motivational management style