Our People

Our Management team establishes our strategic objectives and supervises our business operations.

Our business delivery team includes our specialists in account management, business development and operations; the individuals responsible for designing your solution, implementing it and maintaining its effectiveness and relevance. It also incorporates centralised support services responsible for quality, training and scheduling, plus a dedicated process improvement function through which we maintain our leading edge processes and share best practice across the company.

Our agents – over 1,500 of them in three locations - act as an extension of your organisation, delivering seamless brand representation at all times. They’re highly trained in customer service, educated to understand our clients’ business and carefully coached to understand their brand values and service ethos.

The performance of our staff is judged, not by the pure productivity measures our competitors favour – important though these are – but by key performance factors agreed in advance with each client at the outset of each project.

Conduit Management Team

Robert Crowe | Brian Hannon | Paul Clarke | Declan Maguire |

Robert Crowe – General Manager (Ireland)

Rob is responsible for both the operational and financial aspects of all Customer Care operations in Ireland through a team of 5 Operations Managers.

Rob has worked with Conduit for over 10 years and has helped to develop and grow the services in terms of productivity, profitability and process improvement.

He previously held the roles of Director of Operations for Ireland, Head of Customer Services and as Call Centre Manager.

Rob spent five Years in the British Army in the Corp of Royal Engineers and served during the first Gulf war (for which he received the Gulf War Campaign medal and the Kuwaiti Liberation medal). A key element of Rob’s success is his openness to change and his approachability. Rob is a strong people, process and commercial manager. His clear focus on standards and the development of people has ensured his outstanding success as a manager.

Brian Hannon – Business Development Director

Brian has over 8 years experience selling telecommunications and outsourcing solutions into numerous corporate sectors. He previously worked with Textus, as Sales and Marketing Manager, with responsibility for business development of Cashless Payment Solutions.

Brian has worked with other leading service organizations including 20:20 logistics (part of the Cauldwell Group) and AIB Bank.

Brian holds a bachelor of Commerce Degree from University College Dublin and a Masters Degree in Business Studies, specializing in Marketing Management from the UCD Smurfit School of Business.

Since his arrival in September 2006 Brian has secured numerous contracts with Blue Chip Global 1000 companies as well as government departments.

Paul Clarke – Head of Finance UK

Paul joined Conduit in August 2005 as Financial Controller of our UK operation. As well as managing Conduit’s own finances he is responsible for commercial due diligence on all our UK client contracts.

He joined Conduit with a ten year career in financial management, principally with Pfizer Consumer Healthcare where he held a series of UK and European roles. He qualified as a Chartered Management Accountant in 2001.

Declan Maguire – Client Services Director

With over 10 years experience in outsourcing and financial services, Declan is responsible for Client Relationships across Ireland and the UK. Having managed and sold contact centre services across multiple verticals (Energy, Telecoms, Digital TV & Media), Declan has significant experience working as an outsourced partner with some of the largest Financial Services providers in the UK (Bank of America, Aegon Direct Marketing Services, Affinion, Ace Insurance, Lloyds TSB and Aviva) as well as experience working with large mobile telecom businesses (Orange, Vodafone, O2).

Having left outsourcing, Declan moved into Financial Services with Barclaycard, where he held responsibility for all non-card revenues generated across multiple insurance products including short-term income protection, payment protection insurance and various general insurances. This is the second time that Declan has worked with Conduit having re-joined in January 2011.