Clodagh Black has a key role at Tata Consultancy Services in Letterkenny.
Clodagh heads up a team of 28 people who work on a major project for an outside client.
The company are now recruiting and looking for suitable candidates for two key positions including Financial and Accounting Manager and a Claims Assessor to work alongside them on this key project.
Here, Clodagh talks about her role at Tata, its challenges, the skills needed to fulfil such a role and the enjoyment and satisfaction she gets from it.
The links at the end of the article will outline the specific roles for those interested in furthering their career with Tata Consultancy Services.
Can you tell us about your background and experience in the industry?
It’s been an interesting journey so far. I am an experienced leader across multiple service delivery domains and IT support with 26 years’ experience in the financial industry. I am also a Qualified Financial Advisor with 18 years management and leadership experience across various domains in the financial industry.
Since 2016, I have led multiple Incident Management teams, RPA Control Room, and Security Admin teams. Most recently, I have led the operational service delivery for AIB life, an Irish Life and Pensions Insurance Company which was set up in 2023 as a joint venture between AIB and Great-West Lifeco and this was definitely one of my notable achievements in my career to date. This involved the recruiting and onboarding of resources across the Contact Centre, Administration, Claims, Underwriting Admin, Complaints, Welcome Calls, and Finance & Accounting.
I have led small/medium-sized teams driving change and transition over the last 26 years.
What is your primary responsibility?
Day to day, I manage the AIB life servicing team here in the Tata Consultancy Services (TCS) Global Delivery Centre in Letterkenny. I am the Operations Service Owner for the AIB life client heading up services across contact centre, back office, claims, complaint, and finance and accounting, as well as welcome calls. My job is to ensure that our client and customers are met with exceptional service, that we help people along their path to financial security and everything runs smoothly.
We understand that you are looking to grow your team – what does a typical day look like for you in this role?
We have a fantastic core team here in Letterkenny currently consisting of 28 team members. We are looking to add a range of Customer Service roles, Senior Claims Assessor as well as Finance and Accounting Managers to our expanding team. It’s an exciting time for us and we’d love to see ambitious individuals join our team.
I am really excited about growing our AIB life servicing team in Letterkenny. The typical day for our customer service representatives, complaints, and claims agents consists of assisting Customers and Advisors with their queries via phone, email or webchat and carrying out administrative tasks on policies, assessing and processing claims and complaints. Our Welcome Call agents make outbound calls to new AIB life customers, welcoming them and ensuring that they have everything they need.
Our finance and accounting team are involved in the preparation and reconciliation of a number of bank and general ledger accounts to the core operating system, managing the purchase ledger and supplier payments whilst assisting with the overall month-end process by completing a range of reconciliations and file preparations.
How do you define success in this role?
To be successful in this role, a person would need to demonstrate excellent customer engagement, communication, and problem-solving skills.
Making our customers’ lives easier is the number one priority, so we keep them front of mind in everything we do. We always aim to keep things simple, straightforward, and personalised to our customers’ needs.
On the AIB life servicing team at TCS, if we’re going to do something, we do it properly – bringing energy, commitment and focus to deliver amazing results. This means we look after ourselves and each other so we can always give our best. And most importantly, it means injecting a sense of fun and enjoyment to the good work we do!
What qualities are you looking for in potential candidates?
We are ideally looking for candidates with QFA or APA qualifications for the Customer Service Roles and a Chartered Accountant for Finance & Accounting Managers role. Candidates should be fluent in written and spoken English and have excellent customer service skills. Candidates should show strong initiative and can work well independently as well as in a team environment. Overall, we are looking for friendly, empathetic customer focused individuals to join our team.
Are there training and development opportunities in this role?
Yes, training will be provided by experienced resources across all products, processes, and technologies.As part of this engagement there is also the opportunity to work towards obtaining your Qualified Financial Advisor Certificate. At TCS we’re keen for our employees to take advantage of development and progression opportunities to help grow in their own career.
Why should people apply to be part of your team? What are the perks and benefits?
TCS is one of the largest employers in the Northwest, we have a wonderful team here in place in Letterkenny with a very supportive and collaborative work environment where employees are empowered to grow and develop their skills. TCS is an equal opportunity employer that offers a welcoming environment with a diverse workforce.
Our compensation packages are very competitive and there are great opportunities for career advancements. These are fantastic job opportunities for anyone based in Donegal that is looking to build their career with a leading global IT services, consulting and business solutions organisation.
The roles on the AIB life servicing team are a mix of flexible and remote working. For these particular roles we also offer, Shift Rotation, Healthcare, Generous Leave allowance and Pension.
TCS has an employee Sports & Social Club and also prioritises giving employees time to volunteer in the local community and take part in TCS activities.
At TCS, we strive to create an environment where each of us feels like we belong, can be our best and is valued for our unique perspectives and talents.
To find out more and to apply for the Financial and Accounting Manager role and for the Claims Assessor role click on the below links :
Financial and Accounting Manager
Claims Assessor