Mark Hooper Email & Phone Number

London, United Kingdom

Key accountabilities;• Support the strategy, Develop and delivery of the GTO Consumer IT COPS functions across all European markets which included;o Selling Grp solutions into Markets alongside GTO o Virtual Hold – 5 markets o Genesys Web Chat – Live in 3 markets, with another 5 markets due to go live in 15/16 o Natural Language IVR strategy o Next Generation Contact Centre strategy o Support and maintain the online Help & Support platform across 7 markets… Show more Key accountabilities;• Support the strategy, Develop and delivery of the GTO Consumer IT COPS functions across all European markets which included;o Selling Grp solutions into Markets alongside GTO o Virtual Hold – 5 markets o Genesys Web Chat – Live in 3 markets, with another 5 markets due to go live in 15/16 o Natural Language IVR strategy o Next Generation Contact Centre strategy o Support and maintain the online Help & Support platform across 7 markets o Support and maintain eBPA, Search & eShop across 9 markets o Setup the delivery factory for mobile app development • Manage Steerco’s at SLT level ensuring alignment of Grp IT deliveries to Grp & Market strategy • Manage offshore delivery factories for all COPs and Digital deliveries • Ensure Operational system run at 99.9% SLA • Opex maintenance budget of £ 5m• Project Capex Budget of £15mKey achievements• Delivered a Genesys multi tenanted e-Services platform in the group datacenters to support all European markets, improving both market Opex savings alongside improvement in customer experience • Migrated the UK Virtual Hold solution to group and expend the capability across 5 markets with plan to introduce another 2 markets in 15/16• Transformed the COPs domain within group from an unknown capability to a main focus at SLT level• Now requested to transform the IT digital domain aligned to the COPs transformation. Show less

Newbury

• Lead the strategy, Develop and delivery of the IT Customer Interaction Strategy for the next 3 years which included;o Online stability o Transition to both NewCo and NewVo o Simplification decommissioning of systems o Migration to VXML o SIP enablement o Multimedia Channel integration and blending across all channels; online, Voice, email, Web-Chat & Social media • Manage Steerco’s to align customer interaction IT delivery to business priorities • Manage and… Show more • Lead the strategy, Develop and delivery of the IT Customer Interaction Strategy for the next 3 years which included;o Online stability o Transition to both NewCo and NewVo o Simplification decommissioning of systems o Migration to VXML o SIP enablement o Multimedia Channel integration and blending across all channels; online, Voice, email, Web-Chat & Social media • Manage Steerco’s to align customer interaction IT delivery to business priorities • Manage and Introduce offshore partners for domain development • Ensure Operational system run at 99.9% SLA • Opex maintenance budget of £7m• Project Capex Budget of £5m• 40 FTE within Domain Key achievements• Transition the Online domain from delivery focus to both Operational & Delivery focused • Supporting business strategy to multi-channel end state through IT delivery of NewCo, IPT, Estate rationalisation and IVR/ICM changes.• Offshore partner Tech Mahindra integrated into domain• ICRM project designed and implemented the removal of cisco ICM and rebuilt all IVR / call routing functions in VXML• Delivered the first NewCo channel to go live via IVR, delivered on-time and to budget • Restructured team aligned with IT delivery and reduced headcount by 4 FTE • Driven clear accountability and ownership within my domain to ensure;o Reduced maintenance Opex budget by 600k per annum o Reduced number of operational incidents by 70% by better ways of working within the Ops team • Introduced SCRUM / Sprint methodology to my delivery teams to reduce timescales and better communication Show less