Marc Mulligan Email & Phone Number

Wallington, Gb

London And Bedford

- Consulting on the application of the FCA approved MaPS Standards across all service channels of the organisation.- Project managing new service design and implementation both in house and with external delivery partners.- Advising and leading on transformation projects with regards to existing services and continuous improvements.- Advising on quality requirements for new procurement contracts.- Managing relationships with our delivery partners and our independant quality assessment service.- Through the design of customer facing assessment processes identifying and raising risk issues which could cause customer impact.

London, England, United Kingdom

- working with pension trustee boards and their advisors to provide creative communications solutions for their members- this includes designing and programming of printed and video benefit statements, newsletter creation and focus group facilitation- engaged with suppliers/third parties such as pension administration teams, printers and video production teams

Croydon, England, United Kingdom

- Identifying scheme issues and managing the project plan for correction including manual calculations, writing letters to members and engaging with admin teams for processing- Providing manual pension calculations for forecasts, retirement and complaints/reviews.- Providing advice and guidance on regulations relating to the PPF as well as relevant points of law.- Instructing administrators on how to process member requests- Providing advice and member-friendly wording on how to express complex concepts and calculations to members

Croydon, United Kingdom

Pension Professionals Rising Star Award Winner 2019 - Training Scheme of The Year.- Project manager for the creation, administration and delivery of a training programme following a multi-million pound decision to in-source an administration function. Ensured the successful training of 30 members of staff to take over the function on time and under budget.- Created and implemented a major overhaul to the training programme to incorporate a blended learning approach which resulted in excellent feedback from stakeholders. The overhaul made the training more flexible to allow for part-timers and different skill levels and was also better aligned to the quality assurance process.- Coached and supported the development of colleagues with limited previous experience of training and delivering feedback.- Design and delivery of learning solutions, working with stakeholders across the business to roll out new legislation and change in processes.- Creation and introduction of a training and competency (T&C) scheme. The training and competency scheme was included quality assurance (QA) processes and a supportive failure policy. The scheme was based on my previous working knowledge of T&C schemes being used in regulated financial sales (general insurance and mortgages). - Identified a potentially impactful issue with the setting up of Power of Attorney documents. Implemented new ways of working to ensure compliance and delivering masterclasses to ensure understanding.- Created new formalised ways of quality assuring certain processes and also produced enhancements to existing QA processes to make it more efficient as well as better serving our customers. - Created and implemented a robust appeals process for any failed QA. This resulted in very few decisions being overturned as the process clearly set out the reasons for appeal which also led to a more consistent QA approach.

London, United Kingdom

- Responsible for supporting the program management and delivery of induction events for recruiters.- Delivering desk-side coaching sessions to further embed learning.- Providing advice on and refining induction learning processes.With over twenty years of recruitment and staffing expertise in the UK, Europe, North America and Asia, Allegis Group has earned itself a reputation for providing professional talent with the skills and expertise your business needs to thrive. Our industry and market specific focus coupled with our dedication to customer satisfaction, has made us one of the largest and most reliable recruitment and staffing companies in the world.

London

 Training delivery of induction programmes, leadership learning and personal development events across a wide range of delegates from cashiers up to director level and a wide range of business units including retail, risk, compliance, investment bank and corporate. Expert in the delivery and setting up of online 'Webex' events as well as face to face. Became the main point of reference for trainers in need of help learning this new technology. Recent feedback shows a reactionary evaluation score of 4.8 out of 5 suggesting 96% of delegates found my delivery was inspiring and engaging and would highly recommend my courses to colleagues. Created a development planning workshop attended by over 200 delegates in the support functions across the country. Responsible for establishing demand for events, scheduling appropriate venues and trainers, designing and sending out joining instructions and pre-coursework and briefing trainers through a train-the-trainer event. Whilst being the training consultant for the South East London group of branches (approx. 400 colleagues), designed an induction programme to complement mandatory training elements to help reduce 'regrettable' new starter attrition. This figure reduced from over 20% to the national average of 12% in one year as a result of the enhanced focus on supporting our new recruits. Acted as a leadership facilitator for events aimed at implementing a new way of working for vice principal and director level colleagues from across the UK.

1Cp, London

 Seconded to the events team as a learning and development expert for a specific project to get 20,000 employees through 'Barclays values' training events across the country. This was the biggest events/training project ever carried out by Barclays. Responsible for sourcing a venue, arranging contracts and managing a budget of £50k for the Manchester based events which were attended by approx. 2500 colleagues. Created and managed a demand system to ensure events were attended by the expected number of people and were not under- or over-subscribed. Reported back to senior managers where plans needed to be changed due to demand. Negotiated with stakeholders across the country as well as our learning processing centre to ensure the successful scheduling of over 20,000 colleagues to attend the events. Worked on site as event manager to ensure smooth delivery of event including briefing of key speakers, working with venues to supply catering and facilities as per agreements and liaising with the audio/visual crews to deliver interactive elements of the training event. Led the onsite team at one event which had to be moved due to safety concerns arising mid-week. Event was successfully moved and continued as per schedule for the rest of the week. Part of the core team of six that won a national internal award for the delivery of this project.

Cheapside & Fleet Street London

 Appointed Assistant Branch Manager at one of the most high profile and profitable Barclays branches in the City of London. Responsibilities included performance monitoring, coaching and development of the team, customer service management and implementation of compliance and policy. Led a team of 25 cashiers and personal bankers whilst searching for a new branch manager. Part of the leadership team that won a National Platinum Award for sales in 2008. Responsible for the development and coaching of over 20 new entrants with many going on to become leaders, Premier managers, mortgage advisors and other more senior roles. Appointed Acting Branch Manager of another high profile branch in Fleet Street with a remit to turn around performance. In the three months I was there (before I moved to become a training consultant) the branch had risen from 14th out of 16 in sales ranking into 8th.

Moorgate, London

Providing financial solutions for customer needs.

Croydon, United Kingdom

Leading a team of cashiers to provide excellent customer service.

London

 Following completion of BJTC-Accredited Postgraduate Diploma, sought freelance work as a broadcast journalist. Deputised as News Editor of Time FM for the 2005 UK General Election. Responsibilities included leading a team of four journalists sent out to cover the elections in the Havering, Dagenham and Redbridge areas. Made editorial decisions on what was to be included on a busy night and morning for news. Prepared and presented the news and travel bulletins on breakfast and afternoon shows. Sought out local news stories to broadcast on air. Interviewed people to use their quotes as sound bites for the news bulletins. Wrote and broadcast travel news for BBC radio including Radio 5 Live, BBC Asian Network and regional stations via Serco (who were contracted to deliver selected travel news for the BBC).

White City, London

 Following a successful two week work experience at BBC Sport Interactive, was asked to continue as a freelancer. Role included editing audio and video for publishing online, facilitating discussion on the BBC Sport messageboards and a small element of writing articles/content. Left to pursue a professional qualification in broadcast journalism (hence career gap from Jan 2004 to Nov 2004).

Customer service assistant and then supervisor. Leading a team of 20-odd cashiers during busy periods such as Christmas.

Postgraduate Diploma In Bi-Media Journalism, Bi-Media Journalism, Pass

Specialising in radio journalism. This is a Broadcast Journalism Training Council accredited course which means I have been trained.

Ba (Hons), Media And Communication, 2:2