Gordon Mitchell Email & Phone Number

Chester, Gb

London, England, United Kingdom

London, England, United Kingdom

London, Greater London, United Kingdom

Modulr is the new integrated payment service for businesses that need a faster, easier and more reliable way to move money.Modulr's API and platform delivers automated pay outs, simplified pay ins and the ability to launch new payment services for clients and software partners within employment services, lending, fintech, travel and more. My role is to help clients maximise the benefits of using Modulr's API and platform to transform their B2B payments. Managing and developing existing client relationships to support the delivery of the company’s strategic and commercial objectives.

Chester, United Kingdom

• Responsible for Diners Club UK’s key corporate client relationships managing a portfolio focussed in the corporate travel sector• Developed, integrated and managed a more efficient and dynamic onboarding process ensuring a frictionless client transition from Sales to BAU• Responsible for commercial development of existing accounts identifying and developing new business opportunities with 30% growth achieved in 2018• Developed and managed a targeted contact strategy with key clients, regularly engaging with companies at board level• Working with the Sales Team to support their client engagement with online product demonstrations and account set up guidance to bring bespoke commercial lending solutions to market

Chester, United Kingdom

Responsible for developing MBNA’s sales strategy and prospect plan ensuring full senior management approval then targeting and successfully prospecting key organisations in the retail, travel and health sectors. Senior management level negotiation experience with large established UK companies in various sectors. Oversight of existing contract renewals with existing high value partners.

Responsible for the management of over 70 ongoing relationships with external companies. Regularly measure and report pre defined KPI's to senior management to ensure all interactions are realising cost and efficiency benifits. Liaise with industry contacts to obtain further intel and better understand of 3rd party company behaviour. Continually monitor and ensure staffing levels within relationship management team are suitable and appropriate using a mixture of permanent and contracted associates to ensure all goals are exceeded in a cost effective manner.In addition to this role I also have responsibility for internal communications, branding and admin support team.

• Created and maintained a senior management working group to identify, manage and report on Public Affairs watch items• Responsible for collating and distributing information to the MBNA Executive team in the run up to the General Election, which involved reporting, a breakdown and update on key manifesto pledges and recommendations

• Solely responsible for the MBNA Customer Advocate Office's department's successful submission for CCA “Customer Service Complaints Team of the Year 2014”, also achieving the award for “CCA Overall Team of the Year 2014” • Managed an internal communications and support team, setting up robust performance and absence management routines designed to monitor a department that grew to over 1000 FTE• Took charge of an outsourced team of ~50 FTE based in Manila, responsible for basic complaint handling. When Bank of America closed its outsourcing facility in the Philippines managed the repatriation of this work back to the UK

I was seconded for 12 months to manage a self identied audit issue within one of the banks key processes. This role involved;•Definition and severity rating of issue•Measurement and identification of impacted customer population•Analysis of management information•Cost analysis of proposed solution•Implementation of solution to remediate and redress to over 50,000 impacted customers•Implementation of solution to prevent reoccurrence of the issueThroughout this secondment I consistently met milestone deadlines defined and agreed with MBNA's internal control team. To close the issue I produced a substantial closure document evidencing each stage of the project and any relevant controls around implementation.

Responsible for a set of accounts within consumer banking division. The role encompassed people and process management, with a key focus on problem solving.This role had important links with the Finance team and also third parties, such as Visa and MasterCard whom we were responsible for paying daily settlements to. I learnt much from my time managing this team, which has helped me to understand the impacts that any transaction, credit or customer payment has on this key component of any financial services company.

Following a successful role managing in the Billing Disputes team I was promoted to manage the Section 75 team. This was an interesting and diverse role which involved regular interaction with our Legal team managing decisions on customer claims made against the business as part of our responsibility under Section 75 of the Consumer Credit Act. This was an extremely important role, where a fine balance had to be met between making a decision that was right for both the customer and the business. During my time with the team we re-engineered the decision making process giving associates a higher level of case ownership and reducing the time taken from receipt of a claim through to a decision.

Various roles within MBNA, working in a front line contact centre and subsequently moving up through training and junior leadership roles.