Marcus Tompson Email & Phone Number

London Area, United Kingdom

Senior Assurance Manager and Compliance Consultant in the Insurance Industry

Working with Insuretechs and MGA's in the Insurance space, I help clients achieve their regulatory goals in an efficient and proportionate way. By providing strategic thinking and tailored, pragmatic implementation plans, I help clients operate effectively within the regulatory landscape enabling them to innovate and grow

London, England, United Kingdom

Compliance Consultant in the Insurance Industry,working with multiple Insurers and MGA;s to support their regulatory needs. Projects included SMCR ,refreshes, Fair Value Assessments, Complaints Processes, Consumer Duty implementation, GI Value Measurers, Claims Reviews, Product Governance, Policy Writing, performance and Conduct MI, outsourcing projects, digital ourney reviews, hosting webinars.

Maidenhead, England, United Kingdom

Led the ECommerce strategy for Three.co.uk, with strategic responsibility for performance, planning and prioritisation of feature development, conversion rate optimisation (CRO), on-page and commercial analytics, external aggregator / affiliates performance, search engine optimisation (SEO) and all customer experience (CX) and commercial outcomes. Grew the E-commerce share of Three’s customer acquisition from 12% to 29% online, over 3 years with 12 consecutive quarters of channel… Show more Led the ECommerce strategy for Three.co.uk, with strategic responsibility for performance, planning and prioritisation of feature development, conversion rate optimisation (CRO), on-page and commercial analytics, external aggregator / affiliates performance, search engine optimisation (SEO) and all customer experience (CX) and commercial outcomes. Grew the E-commerce share of Three’s customer acquisition from 12% to 29% online, over 3 years with 12 consecutive quarters of channel performance growth. Established a research / insight led culture, combining web analytics, quantitative analysis, feedback surveys and qualitative review to assess user journey performance and model customer behaviour.Expanded our affiliate/aggregator program by £10m, increasing the share of Three’s acquisition from 1% to 9% with highly profitable incremental volume and customised pricing, without cannibalisation of other trading channels or increasing cost per acquisition (CPA).Transformed the team into an award-winning team - placing 1st and 3rd respectively at the Digital Experience Awards in 2018 and 2019.Used strong stakeholder engagement skills to challenge policy and technical limitations in the web and App platforms, ultimately expanding digital upgrade customer journeys for in life customers capability. (12-fold growth YoY) Influenced Digital Marketing and Brand Marketing teams to create digital first marketing campaigns to drive digital traffic, and ensure digital assets and web content development was optimised for online marketing. Collaborated with Performance Marketing team to optimise digital channels, via paid search (PPC), content outreach, (SEO), and other paid media channels – ranking no1 in natural search on key terms compared to much bigger budget competitors, and maximised page 1 impressions cost effectively. Aligned Product Management (PM or PO) and User Experience (UX), to create compelling backlogs typically 4:1 return on investment (ROI) Show less

Maidenhead, England, United Kingdom

Responsible for the commercial performance management of UK contact centre sites, across multiple UK vendors and the UK in-house team based remotely. Rationalised the outsource vendor portfolio over a period, removing or migrating less profitable and poor-quality activity. This resulted in improved customer credit profiles, a higher volume of sales at a better customer credit rating, which improved business profitability against targets.Drove a cultural focus in our in-house… Show more Responsible for the commercial performance management of UK contact centre sites, across multiple UK vendors and the UK in-house team based remotely. Rationalised the outsource vendor portfolio over a period, removing or migrating less profitable and poor-quality activity. This resulted in improved customer credit profiles, a higher volume of sales at a better customer credit rating, which improved business profitability against targets.Drove a cultural focus in our in-house operations towards customer experience, resulting in an improvement of customer satisfaction (CSAT) from 81% 97%. Mobile news mystery shopping (average) moved from 4th place to 1st place against our key competitors. Championed multiple employee experience initiatives, such as working hours changes, incentive scheme changes, target setting and communication experience for front line teams, reducing annualised attrition.Prioritised the key focus areas of the operation, resulting in a 20% increase (YoY) in point of sale conversion in the key sales activity, which translated into overall profitability. Show less

Maidenhead, England, United Kingdom

Key head office performance and vendor manager for India offshore call centre sales operation with 1200 FTE, multiple outsourced UK vendors, and UK based in-house operation.Standardised operational reporting frameworks across all sites, leading to improved consistency, accountability and vendor performance comparisons. Achieved board-level sponsorship to migrate a large selection of offshore activity to the UK in-house operation with associated project and financial… Show more Key head office performance and vendor manager for India offshore call centre sales operation with 1200 FTE, multiple outsourced UK vendors, and UK based in-house operation.Standardised operational reporting frameworks across all sites, leading to improved consistency, accountability and vendor performance comparisons. Achieved board-level sponsorship to migrate a large selection of offshore activity to the UK in-house operation with associated project and financial support.Set up UK in-house outbound operation from scratch in a Glasgow satellite operation for new-skill activity, taking on a newly created role as Head of Call Centre Operations on an interim basis.Established and embedded a full set of operational performance management frameworks for recruitment, training, granular performance reporting, as well as sales coaching and remedial performance plans. Upskilled the existing management team, who were then able to improve performance efficiency and conversion rates (+15% against baseline like for like) and quality scores. These scores doubled in 3 months from around 40 to 80 after rollout of framework. Tested several incentive structures, before Implementing a new structure which focussed on a more culturally appropriate, customer centric balance of conversion, volume and customer experience scores. Functioned as subject matter expert with regards to an OFCOM complaint/investigation, resulting in avoiding a fine and no further action being taken. Show less

Reading, United Kingdom

Call Centre Manager across 2 sites, leading call centre activity for multiple niece B2B clients ranging from blue chip brands such as AMEX Foreign Exchange to Vodafone Business, to Loaders car dealerships and charities such as Plan International. Activity included new business, inside sales, inbound and outbound, service and sales. Transformed the operation from a family run business, over to a viable scalable operational design, putting in place coaching and monitoring and quality… Show more Call Centre Manager across 2 sites, leading call centre activity for multiple niece B2B clients ranging from blue chip brands such as AMEX Foreign Exchange to Vodafone Business, to Loaders car dealerships and charities such as Plan International. Activity included new business, inside sales, inbound and outbound, service and sales. Transformed the operation from a family run business, over to a viable scalable operational design, putting in place coaching and monitoring and quality control frameworks, rolling out and embedding a full suite of operational processes.Launched pan-EU webchat for Colt Telecom, delivering complex support in 9 languages from a single siteLed operational downsizing process when consolidating locations to a single site. Show less

Twickenham, United Kingdom

Account manager at an outsource agency, leading multiple project teams simultaneously, to deliver sales and service outsourcing solutions to major financial services and telecoms clients. Set up and successfully onboarded the entire B2B lead generation activities for the Orange Business Telecommunications portfolio and established a strong partnership with data houses and the Orange field teams.Implemented and drove numerous high quality and highly profitable regulated Insurance… Show more Account manager at an outsource agency, leading multiple project teams simultaneously, to deliver sales and service outsourcing solutions to major financial services and telecoms clients. Set up and successfully onboarded the entire B2B lead generation activities for the Orange Business Telecommunications portfolio and established a strong partnership with data houses and the Orange field teams.Implemented and drove numerous high quality and highly profitable regulated Insurance campaigns.Created a sales-coaching model which became widely adopted by over 1000 sales staff, whilst training managers and coaches on how to rapidly equip inexperienced staff with the skills to succeed, reducing leaver-attrition and increasing overall team happiness when objectively measured. Show less