Mark Haley Email & Phone Number

Basingstoke, England, United Kingdom

Basingstoke, England, United Kingdom

Reporting to the Phoenix Account Director, I was responsible for internal control and oversight of the operational business and the management of systemic incidents. I lead a team of circa 80 who managed incidents across four UK locations and also oversaw an offshore function who carry out incident management and remediation. In the governance role I took the operational lead for a number of control and oversight activities including Operational Resilience, Conduct Risk, Audit oversight and risk management. This was a role that sat at the heart of the senior leadership team and a proportion of the role is spent forward looking at strategic opportunities across the account.Main Achievements:• Implementation of a new internal operational governance framework (reporting, meetings, and oversight rhythms) for the Heritage Phoenix Business• Reboot of strategic direction for the Incident management team, setting plans for recovery and mobilising/energising the team• Significant client management to keep the client on board with plans and supportive of the work we were doing

Basingstoke, England, United Kingdom

Reporting to the Phoenix Account Operations Director, my role was to lead a mixture of Call Centre and back-office administration teams of circa 300 employees across four different UK locations. I addition to this, I was the Operational lead for a major business transformation programme that involves the migration of approximately 2 million policies from circa 26 different legacy administration platforms in phases over a period of three years.

Basingstoke

The Phoenix Group outsourced the management of the Phoenix Wealth (ex AXA Wealth) branded insured book of business to Diligenta, and I was TUPE transferred along with approximately 120 employees on 1st January 2018, I lead this team as Head of Department. It is a multi-disciplinary B2B2C focussed function responsible for Customer Services administration (multi-channel contact management centre and back office administration), operations support, product proposition, and marketing/external communications.

Basingstoke

Reporting to the Chief Operating Officer, I was responsible for the leadership of circa 150 employees covering the end to end customer experience for circa 40,000 high net worth clients and financial advisers with onshore investment bonds, trustee investment plans and pensions (insured, SIPP and the Family Suntrust), I also led an extensive operations support function covering change activity, complaints handling and oversight, risk and governance, management information and a banking and reconciliation team.

Basingstoke

Reporting to the Director of Customer Services, I was responsible for the leadership of circa 100 employees covering the end to end customer experience (multi-channel contact management centre and back office administration) administering AXA Wealth’s pensions, investment bonds and trustee investment plans via AXA Wealth’s traditional administration platform. The department was structured into eight operational teams with a budget of circa. £4.5m pa.

Leadership of circa 100 staff members administering AXA Wealth’s pensions, investment bonds, trustee investment plans and the Elevate wrap platform which includes self-invested pension, ISA and general investment account. The department was structured into seven operational teams with operational budgetary responsibility of £4m pa.

I was responsible for the leadership of circa 60 staff processing new business for Winterthur branded insured Pensions, Self-Invested Pensions (SIPP’s), Investment Bonds and Trustee Investment Plans. The department was structured into five operational teams and I had operational budgetary responsibility of £2m pa.

I built and led an operations support team, its purpose was to provide management and support to change activities, support the development and production of management information and provide financial control such as operational budget and expense management.

Played a lead role in the re-engineering of business processes on a company wide basis in line with quality management systems. Providing a wide range of process related consultancy services across the Winterthur organisation

Responsible for the creation, implementation and ongoing management of process documentation that provided consistent operating procedures for Network Engineers and Managers using Business Process Re-engineering.

Diploma Of Higher Education, Management - Passed With Distinction, Distinction

DipHE in Applied Management

Apmp, Project Management

APMP (IPMA Level D)

Education record