Mark Burch Dipfa, Csre, Cemap. Email & Phone Number

-Supervision and Coaching of Branch Based Personal Banking Managers, with a span of control to ensure that the organisation has the confidence that the Personal Banking Managers are engaged with the members and deliver customer service and sales in a competent and ethical manner.-Supervision as a 1st Line Supervisor applying a risk based approach to support and develop the individuals ethical and competent behaviours when providing products and services to members.-Utilisation of my coaching and assessment skills together with acquired knowledge and experience to develop the individuals within my span of control.-Delivery of exceptional customer service in the most efficient way for the members needs.-Ensuring the span of team members supervised are the most engaged, best trained, professional people doing the right thing for their customers.-Ensuring my team are able to deepen the relationships with members and are productive within their role doing the right thing for the member.-An expert in operational risk and procedural requirements.-An expert in conduct risk in relation to the role and ensure that the span of team members adhere to all procedural processes and policies.

Basildon, England, United Kingdom

- A secondment opportunity providing the opportunity to work with a different team within a Senior Management Role.- Delivering an exceptional service in my branch by ensuring the team are coached and managed to deliver a warm, individual human service to each member and customer.- Working on the shop floor alongside the team making sure they are full trained and performing at their best.- Responsible for the creation and implementation of the branch business plan.- Managing a high level of customer expectation and demonstrating an in-depth knowledge of all products and services.- Overall accountability for the Branch ensuring the team follows all procedures and processes.- Proactive in identifying conduct and service risks and implement actions to mitigate these.-

Basildon, England, United Kingdom

- Working 4 days in the role of Mortgage Consultant and 1 day each week as a Deputy for the Area Manager for Mortgages.- Accountable for the training, development and competence of newly appointed Mortgage Consultants through to being fully competent in their role.- Focus on deepening member relationships by providing a bespoke individual mortgage journey to meet their needs.- Maintaining competency and ensuring all required procedures and processes followed using accountable freedom where required.

Southend-On-Sea, England, United Kingdom

- Specialising in investments, tax and estate planning, pensions, annuities and protection, providing bespoke individual advice to each member.- Providing high net worth clients with advice on financial matters, making recommendations on ways to best utilise their money. My role involved researching the marketplace and advising clients on products and services available building an individual portfolio based on best meeting their needs, ensuring they fully understood the recommendations being made. - Conducting in-depth reviews of the members financial circumstances, current provision and future aims, analysing information and providing a plan encompassed in a recommendation letter that is best suited to their individual requirements.- Managing a high level of customer expectation and demonstrating an in-depth knowledge of all products and services provided together with an understanding of the wider industry and the products, services and developments through ongoing profession development.- Conducting Anti Money laundering checks and using directives such as Knowing your customer and Treating Customers Fairly- Advising members on investing through Isa’s, Unit Trusts, OEIC’s and Portfolio Bonds in asset classes including Cash, Fixed Interest Securities, Equities, Commodities and Commercial property.- Advising and arranging Life cover plans, Critical Illness plans and Income protection plans.- Advising and arranging annuities for members to take payments for their retirement income.- Coaching and training staff members on investment and protection products and how to engage the members with warm and open conversations to identify their needs for review.- Maintaining competency and ensuring all required procedures and processes followed to meet the regulators requirements.

Barkingside, Essex

East Ham, England, United Kingdom