Marcus Bacon Email & Phone Number

England, United Kingdom

London, United Kingdom

• Strategy, Communication and Change management for Transaction Cycle (recent examples around Structural Reform, Brexit, Covid-19, Regulatory changes) – interface and ambassador for TC to stakeholders
• Business Management activities relating to Finance / Budget management, Workforce / Resource oversight
• Oversight and governance of Service Management, Book of Work execution, Training and Reporting deliverables
• Ownership of Local and input to Risk-wide Projects and initiatives
• Provision of ad hoc Presentations & Reporting to Senior Leadership, the Board and global regulators
• Oversight of Risk and Control Environment for the Transaction Cycle (RCSA, Controls, DM&IR etc.)

London, United Kingdom

• Delivered business continuity and resilience strategic planning & testing for Europe, Russia and Middle East business units/locations (Investment Bank / Corporate / Wealth / Technology) in line with policy and.
• Enhanced resilience response strategies by building and developing relationships through effective engagement of business units, technology and stakeholders
• Reduced costs and improved the risk profile by developing group strategy moving business planning from a ‘recovery’ to ‘resilience’ model in mind of process criticality
• Responded effectively to the Regulator around specific FCA/PRA requests for information around processes
• Led effective Olympics 2012 and Commonwealth Games 2014 crisis response planning
• Improved the group’s risk profile by mitigating and future-proofing significant global resilience risks identified through data analysis

London, United Kingdom

• Managed to budget financials and headcount for Global teams, utilising month end cycles and quarterly revised annual forecasting
• Saved 10% of budget by driving cost saving initiatives including significant headcount reductions through restructuring change programs to contribute to overall group cost challenge target (location strategy and right.
• Improved staff retention and talent acquisition by updating the recruitment strategy and processes
• Established understanding around cost to serve by product and client segment through developing a cost attribution model to enable transparency of costs to business units for budgetary/strategic decision making

Jersey, United Kingdom

• Provided a bespoke level of global administration support around Accounting / Fees & Billing / Properties & Assets by leading strategic offshore operations hubs in Jersey & Chelmsford
• Coached & developed staff utilising performance management resulting in organic development and promotions
• Improved client experience through applying Lean principles reducing wasteful non-value add operational activity and focusing on quality, utilising lean project & program management expertise
• Reduced costs by 10% through identifying inefficiencies, challenging historic processes and driving application enhancements via technology
• Delivered scale, capacity, and cost savings by centralising property administration into UK, and offshore administration from IOM into Jersey
• Collaborated and implemented the merger of Operations teams following an external acquisition, integrating processes, revising the Target Operating Model, with associated data mapping & remediation

Jersey, United Kingdom

• Managed and developed a 24-hour contact centre with 90 service & sales headcount servicing high value Premier International clients
• Improved service excellence & sales quality score delivery by 100% through the design and implementation of business-wide incentive schemes to increase lead generation & business written across all product lines

Bristol, United Kingdom

• Led the top performing retail service & sales teams in a high value catchment targeting existing personal/commercial/corporate relationships by providing excellent service to raise sales and client acquisition
• Managed & developed two high value client portfolios across four branches with Financial Planning & Commercial teams
• Contributed to the UK launch, promotion, and pro-active selling of new to market products across the UK at various conferences
• Achieved top performer status across Midlands/South/West & Wales Q1 2004 providing new Shariah-compliant products to UK clients (and referenced in a Times article)

Southampton, United Kingdom

• Raised call quality levels managing a top performing inbound sales teams through active coaching and feedback
• Achieved HSBC Top Performer UK Call Centre Sales by proactive selling of Mortgages / Life, Pensions & Investments, General Insurance and Personal Lending over the phone, resulting in winning HSBC Global Performance.

Southampton, United Kingdom

• Provided sales lead generation by servicing inbound client calls

Bachelor’S Degree, Media With Cultural Studies, 2:1

Education record