Mark Haley Email and Phone Number
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Senior leader with extensive experience of leading large multi-location customer services environments of up to 300 employees within the financial services sector. In 2009 I graduated with distinction from Reading University with a Diploma of Higher Education in Applied Management and am a member of the Chartered Management Institute. Known for my ability to engage and drive high performing teams, in 2015 I was voted “Inspirational leader of the year” at AXA Wealth. In addition to my leadership ability, I have a wide range of skills in business analysis and project management with practical experience of delivering at all stages of the project lifecycle (APMP qualified).
Diligenta - A Subsidiary Of Tata Consultancy Services
View- Website:
- diligenta.co.uk
- Employees:
- 1404
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Head Of Shared Services - Phoenix AccountDiligenta - A Subsidiary Of Tata Consultancy Services Jan 2024 - PresentBasingstoke, England, United Kingdom
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Head Of Governance And Incident Management - Phoenix AccountDiligenta - A Subsidiary Of Tata Consultancy Services Dec 2021 - Jan 2024Basingstoke, England, United KingdomReporting 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
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Head Of Operations And Business Transformation – Phoenix AccountDiligenta - A Subsidiary Of Tata Consultancy Services Jan 2020 - Dec 2021Basingstoke, England, United KingdomReporting 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.
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Head Of Customer Services (Phoenix Wealth, Ex-Axa Wealth)Diligenta - A Subsidiary Of Tata Consultancy Services Jan 2018 - Jan 2020BasingstokeThe 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.
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Head Of Customer Services (Axa Wealth)The Phoenix Group Nov 2016 - Jan 2018BasingstokeReporting 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. -
Head Of Customer ServicesAxa Wealth Sep 2012 - Nov 2016BasingstokeReporting 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. -
Operations Manager (Elevate Wrap Platform And Insured Business)Axa Wealth Feb 2011 - Sep 2012Leadership 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.
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Customer Services Manager (New Business And Agency)Axa Winterthur 2007 - Feb 2011I 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. -
Operations Development ManagerWinterthur Life 2004 - 2007I 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.
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Business Process ConsultantWinterthur Life 2002 - 2004Played 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
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National Process ManagerNtl: 1996 - 2001Responsible 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.
Mark Haley Skills
Mark Haley Education Details
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The University Of ReadingDistinction -
Association For Project ManagmentProject Management
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Willingdon School
Frequently Asked Questions about Mark Haley
What company does Mark Haley work for?
Mark Haley works for Diligenta - A Subsidiary Of Tata Consultancy Services
What is Mark Haley's role at the current company?
Mark Haley's current role is Head of Shared Services – Phoenix account at Diligenta - a subsidiary of Tata Consultancy Services.
What is Mark Haley's email address?
Mark Haley's email address is ma****@****h.co.uk
What is Mark Haley's direct phone number?
Mark Haley's direct phone number is +4412564*****
What schools did Mark Haley attend?
Mark Haley attended The University Of Reading, Association For Project Managment, Willingdon School.
What skills is Mark Haley known for?
Mark Haley has skills like Financial Services, Management, Business Analysis, Stakeholder Management, Change Management, Business Process, Pensions, Relationship Management, Investments, Risk Management, Leadership, Project Management.
Who are Mark Haley's colleagues?
Mark Haley's colleagues are Mireia Dunbar-Jones, Paul Gilligan, Valerie Morley, Rick Williams, Sue Lauder, Carl Meredith, James Knight.
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Mark Haley
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Mark Haley
Head Of Alliances And Partnerships & Head Of Global Category Management Umbilical And Cable Products At OnesubseaMurthly2haleymedia.co.uk, akersolutions.com
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