Briony Maloney

Customer Onboarding and Implementation

• Understand client needs for their business to support implementation and ongoing use of the system
• Design and execution of implementation project plan covering all tasks and process in data migration
• Project Management of onboarding process, working with key stakeholders both internal and external
• Facilitate Project meetings to ensure all key stakeholders are achieving set goals
• Data Migration and verification
• Go live support to ensure implementation has been successful and all issues are logged, managed and resolved

Training & Coaching

• Prepare and deliver training to customers
• Working with key stakeholders to ensure best practice
• Developed comprehensive training materials and conducted workshops for clients, increasing product adoption rates

Account Management

• Meeting weekly with customers to manage ongoing projects and issues
• Manage/investigate escalations from tech support to satisfactory resolution for all stakeholders
• Established lasting relationships with customers by consistently exceeding expectations and displaying genuine empathy for their challenges

Product SME

• Advisory role with discovery, design and function for new features
• Collaborated with cross-functional teams to design and implement innovative solutions tailored to specific customer needs
• Championed process improvements within the organization by sharing feedback gathered from customers, leading to more efficient operations overall

Sales Activities

• Work with the sales team as required to perform 'deep dive' demonstration
• Collaborate with potential customers to ensure readiness and suitability

Trust Accounting

• Receipting rent, bank reconciliation, banking
• End of month roll over
• Landlord and supplier remittances
• Tenant and landlord invoicing
• Database and client reconciliation
• Entering of tenancy details, rent reviews, insurance register
• End of financial year auditor reviews
• Developed training materials for new hires, ensuring smooth onboarding process.

Key Responsibilities

Trust Accounting

• Responsible of the day to day running of the commercial, asset management and sales trust accounts;
• Receipting rent, bank reconciliation, banking
• End of month roll over
• Landlord and supplier remittances
• Tenant and landlord invoicing
• Database and client reconciliation
• Entering of tenancy details, rent reviews, insurance register
• End of financial year auditor reviews

Technology

• Setting up and deleting active directory profiles and maintenance of passwords from devices
• Asset register
• Managing external IT technicians, keeping log history of jobs to do and monitoring to completion
• TIPT phone system set up and support

Systems and Processes

• Constant review of internal processes around the systems used
• Procedure notes and manuals

People/HR

• Creation of, rolling out and constant review of the People, Policy and Procedure Manual
• Support to Senior Managers on people issues
• Performance review procedures
• Employment contracts and maintenance of employment files
• Recruitment
• Maintaining official records such as BLA registrations and police checks

Office Management

• Stationary and procurement management/office necessities – ensuring stationary orders are within budget, letterhead etc supplies in order
• Photocopier/printing needs and management; cost effectiveness
• Security system reviews, maintaining database of staff office access
• Maintenance around offices (5 locations)

Project Management

• Assisting CFO with due diligence on business acquisitions
• Assisting CFO with acquisition management – cleansing database, migrating data, training staff, implementing company procedures and policies into the business acquired.
• Roll out of TIPT phone system –assisting CFO with comparable systems, reporting to The Board, purchase equipment, allocation of services, implementation of technical aspects, staff training and set up across 5 locations.
• Roll out of Office 365 email cloud solution across 5 locations to coincide with office move.
• Assisting CFO with feasibility study for new software systems - reviewing, sourcing, researching and comparing platforms and preparing reports for board approval.
• Roll out of new systems, cleanse current data for migration, liaise with system operators, manage project team, migrate, organising training of all staff, set security levels, add all letters to new systems, ongoing support.
• Supporting MD & CFO with office relocations, including the management and implementation of all IT solutions for the office move, and office procedures around the move were communicated.
• Supporting MD & CFO with the rebranding of Jeffrey Wilson to Little, controlled the delivery of official notifications to suppliers and authorities, ordering of new letterhead, envelopes etc.

Customer Service

• Management of the customer service team at each office location ensuring exceptional customer service levels are met
• Front of house procedures
• Call centre phone reporting

Staff Management

• Direct Report for the account team (three staff members)
• Direct Report to front of house (5 staff members)
• Direct Report for training co-ordinator (1 staff member)
• Mentoring, KPI management, department meetings