Guy Marlow Email & Phone Number

Amsterdam, Nl

Amsterdam, Netherlands, Nl

Amsterdam, Netherlands, Nl

Leading global Workforce management, data analytics, business continuity and Finance team of 160 FTE managing service across 43 languages, 2 service departments, 10,000 FTE and 60+ million contacts annually.

Amsterdam, Netherlands, Nl

Amsterdam, Netherlands, Nl

London, Gb

Leading capacity planning, strategic and thought leadership across Small Business Payment Acceptance to achieve business objectives.Duties:• Deliver strategic insight and support business plan to drive increased market share• Evolve business structure to ensure maximum performance and efficiency from budget FTE• Engage with Director level and CEO to ensure delivery of strategic and tactical projects• Director level leadership of capacity and campaign management

Bournemouth, Dorset, Gb

Head of resource planning, change management, internal training and quality functions across the customer service centre.Duties:• Engage with Director level to ensure projects are delivered to required specifications• Develop and evolve resource planning function for 110 FTE service centre and 17 FTE in field• Lead and manage 7 FTE up to senior management level

London, Gb

Responsible for leading resource planning, quality and complaints, business performance (MI and insight) and business improvement (project and change management) work streams across Small Business Payment Acceptance.Duties:• Engage with Director level across different business functions to ensure expected performance targets are met• Develop target operating model and associated annual targets• Lead and manage 10 FTE across management level up to senior management• Strategic leadership across all functions in delivering sales and opportunity • Challenge low performance and provide insight to drive clear action plans to improve

London, Gb

Build Capacity and Resourcing planning function in Small Business Payment Acceptance, ensuring leadership to Director level have understanding of expectations to deliver target operating model.Duties:• Develop and embedded resource and capacity planning function in the Small Business Telephony and Field Sales teams (Circa 130 FTE)• Implement reporting structures, escalation points and service level agreements including integration of new MI and resource applications• Recruit and lead a team of analysts and support staff covering resource planning, project management, change and MI roles• Owner and chair of Leadership Performance Board driving performance across Barclaycard Small Business through Managing Director and Directors to develop a “One view” approach• Deliver key strategic performance management initiatives to increase performance and productivity • Identify opportunities to improve customer experience and reduce overall customer contacts

Essen, De

Manage operational planning function across Credit, Complaints, SME Metering and Billing (Circa 734 FTE) Duties:• Manage and develop 2 support analysts directly - support 4 analyst and 3 support analysts • Manage stakeholders across Credit and Complaint functions at senior level to Director ensuring operational requirements on a daily/weekly/monthly basis are met• Act as key contact for business and telephony routing changes to ensure FTE requirements are monitored and fit within scope of plan• Mentor and build talent pool of staff interested in Resource Planning for future roles• Challenge strategy for customer service improvement through resource planning process

Boadilla Del Monte, Madrid, Es

Manage telephony service across four sites covering Savings, Mortgage, Personal Loan, Bank Account products among others.Duties:• Driving sales targets to achieve growth for the business. • Accurate and explicit documentation of any problem affecting service quality for all areas• Monitoring staffing to ensure contacts are handled in quality and cost efficient manner• Use Erlang and call forecasting to create call forecasts and staffing requirements • Create and analyse reports for all levels from team leader to director • Monitor sales, conversions and revenue on a daily, weekly and monthly basis• Review process mapping to improve efficiency and reduce costs

Boadilla Del Monte, Madrid, Es

Analyse outbound contact and sales business performance to deliver high performing department and increase return on investmentDuties:• Ensure campaign targets and service objectives are met in efficient, cost effective manner • Reporting and analysis weekly to senior management and directors on business performance• Monitor processes detailing improvements in revenue, FTE resource and customer journey• Project manager for implementation of new technologies and processes • Work with Senior Management Team to scope project technology requirements and cost versus business improvement for change• Key stakeholder across business for all outbound dialler activity

Boadilla Del Monte, Madrid, Es

Monitor real time customer activity across Personal Loan new sales (inbound/outbound) and retention ensuring high level of customer serviceDuties:• Maintain target level of service by monitoring call flows and volumes in real time • Real time management of up to 300 FTE at any one time over three business areas.• Forecast call volumes to look at future abandon rates - providing staffing cover and making senior management aware of the business impact• Build relationships with senior management across wider business for support where needed • Performance reporting to management at all levels up to the Managing Director

Barcelona, Es

• Managing a small team of resource administrators and analysts. • Generating MI reports on call handling, sales, ticketing, refunds and complaints• Reporting to the UK Sales Manager on daily, weekly and monthly basis on set KPI’s• Ensuring correct split between sales and admin agents• Monitor and ensure call handling achieves 80% of calls answered within 20 seconds• Develop call forecasts within a 5% accuracy• Schedule staff to ensure SLA achieved through call handling• Approve annual leave within set guidelines • Monitor and reporting on absence, sickness and holiday• Review and monitor processes and report on improvements for increased sales and call handling capabilities• Set up and report on staff adherence to schedules