Marie Mclaughlin Email & Phone Number

Co Donegal

Farnborough, England, United Kingdom

Derry And Belfast, Northern Ireland, United Kingdom

MML People is a Learning and Development company specialising in consultancy, training needs analysis, designing and delivering bespoke and innovative learning solutions. We focus on people development in key areas such as team building, strategic planning, culture change, coaching, management and leadership development.

A voluntary Mentor with the Women in Business Group NI to give support and guidance to network members.

United Kingdom

Supported the design and delivery of training for existing staff who were going through a major change programme when Lloyds Banking Group and Schroders came together to form a new joint venture Schroders Personal Wealth. Design was home based and delivery was across a range of venues throughout the UK.

United Kingdom

Created a range of bespoke leadership development courses and delivered them across various UK locations.

United Kingdom

Supporting a major systems transformation project as part of the learning workstream on the migration of TSB from the Lloyds IT platform to the new operating platform of Sabadell Bank.

Working with the HR People Development function to develop a range of engaging and challenging Learning Curriculum to support a new Leadership and Personal Development Offering for Management at the BBC.

United Kingdom

Learning & Development Business Partner responsible for the full learning cycle for 6,000 Banking Contact Centre staff across 13 geographical locations.Liaised, advised and consulted with numerous heads of department to determine training solutions tailored to each of their bespoke needs.Completed Learning Needs Analysis, designed, delivered and evaluated over 100 New Joiner Programmes across 12 different skill sets.* Relationship Management to Executive Level* Ownership of the L&D Budget* Developed Strategic Objectives into Learning Plan* Expert in Contact Centre Environment* Extensive Customer Service Skills Development* Managed a Team of Consultants* Highly Regulated Environment* Leadership and Management Development* Project Management

United Kingdom

Learning Business Partner for Telephone Distribution, the retail sales contact centre in Santander UK. Responsible for the full leaning cycle of 1,250 staff across 5 geographical locations.Key success:Leading the L&D work stream to set up a new contact centre to service affluent retail customers.A highly ambitious 2-month lead-in time to complete TNA, Full Scope, Material Design as well as train 180 staff across 2 geographical locations. Completed a full post implementation review with ROI of 19,000%.

United Kingdom

Project lead on the development of a bespoke Sharepoint based development centre for the Manufacturing Division of Santander UK with circa 5,000 staff across 700 job roles. Showcased a variety of training materials, online development tools as well as linked to professional training courses to support staff in personal development in their current role and to help with succession planning to advance their career. Staff were able to access over 2,000 hours worth of training materials. Key to the success was creating a robust communication strategy endorsed by the CFO with a series of bespoke videos promoting the new development centre.

United Kingdom

Responsible for designing bespoke training programmes for our telephone distribution contact centre. Programmes ranged from 5 day induction to 7 week mortgage consultant programmes. I was an expert in customer service skills, retail banking product training for credit cards, personal loans, savings, current accounts, mortgages and insurance products. I was responsible for complaints handling, dealing with customers in financial difficulties as well as collections and recoveries training. I also specialised in management and development programmes for coaching, personal leadership, brand and culture to name a few.

United Kingdom

Delivered a range of programmes across 6 geographical locations in the UK. Specialised in retail products, contact centre skills and management development. Programmes included:- 5 Day Customers Service Advisor Branch Retail Induction Programme- 4 Week Personal Banking Consultant Programme for Contact Centre(Credit Card, Current Account, Personal Loan and Savings Products)- 7 Week Mortgage Consultant Programme for Contact Centre- 5 Week Protection Specialist Programme for Contact Centre- 1, 2 and 3 Day Management Development Programmes in Coaching, Team Building, Leadership and Culture.

Bachelor’S Degree, Bachelor Of Business Hons, Honours Degree

Diploma In Learning And Development

Training Needs Analysis Training Design and Development Blended Learning L&D Consultancy

Teacher Of Presence

Completed the School of Awakening Programme ‘Becoming a Teacher of Presence’ with Eckhart Tolle and Kim Eng.

Diploma, European Business And Languages

Activities and Societies: Included 1 year of study at the Hochschule Bremen, Germany. (City University of Applied Sciences)

Work Experience Assistant Anglaise, Teaching English Or French As A Second Or Foreign Language

Business And Languages

Activities and Societies: Erasmus Programme