Mark Kell Email & Phone Number

Westhoughton, Gb

Bristol, England, United Kingdom

Working within the Client Services Team looking to inspire confidence in our FS clients to make well informed decisions that help both them and their customers through the uncertainty within the current market.• Manage the relationships for a varied set of FS accounts, starting with onboarding, through to day-to-day servicing through to term renewal. • Host a regular client cycle of short focus calls to establish individual areas of client concern for in depth investigation on the wider market and also deliver monthly insight presentations detailing the latest industry results and impacts.• Look after the management and servicing of a range of their UK and Irish based insurance clients via different internal packages including using the Hubspot CRM.• Encourage revenue growth by inspiring clients and identifying additional service sales opportunities that would provide additional value

Bournemouth, England, United Kingdom

Working as part of the existing Aggregator team to manage and develop relationships with key Aggregators including developing business plans, budgets and negotiating commercial terms and contracts with the aim of continuously developing, managing and maintaining strong relationships with assigned Aggregator partners. Assessing Aggregator performance, resolving issues, managing change, and building relationships. Tracking, analysing and providing monthly reporting on the aggregator channel to key internal stakeholders.

Manchester, United Kingdom

Led the price comparison website (PCW) team on the management of motor, home, bike, van and caravan insurance across aggregator sites, ensuring financial compliance throughout.• Oversaw the PCW aspect of a significant replatforming programme, migrating from SSP to CDL Strata methodology with a tiered product offering, in just 9 months• Aligned the varying testing windows and go live dates from all PCW sites to launch on both car and home products on the Big 4 aggregators, ensuring minimal business disruption and the highest level of testing possible • Carried out contract and CPA negotiations with different aggregator partners to ensure the best results for profitability and operational efficiency, as well as introducing pricing trials to optimise opportunities• Hosted aggregator audit visits ensuring monitored access of data on the day and collation of pre-audit work, providing knowledge of the processes & insight, to aid smooth completion• Created a new reporting suite to monitor the main PCW KPI’s relating to performance on aggregator sites and the company website• Provided measured advice as an SME at regular account meetings, for strategic forward planning

Manchester, United Kingdom

Managed a team of manual UAT testers and collated results for both PCW site content and the direct quote and buy sites.• Coordinated the internal monthly release programme to launch site improvements, bug fixes and regulatory changes affecting the quote and buy site • Promoted the creation and updating of aggregator to direct site mappings documents between the aggregators, to improve understanding and engagement• Produced detailed MI reports on the brand performance for strategic planning and development• Worked with external consultants (Accenture) rebranding the main quote and buy sites, including mobile enablement within fixed deadlines

Manchester, United Kingdom

Developed, maintained and enhanced relationships with a number of third party lead providers (Call Connection/Leadx) to ensure best practice and continuity of service.• Hosted regular account review meetings with call provider companies, ensuring maximum productivity and value for money• Explored new opportunities to both buy and sell waste call leads within the market for business development potential• Managed an 8 member back office team to fulfil a pilot insurance cashback scheme

Manchester, United Kingdom

Reviewed the multi-million-pound annual advertising spend across the directory portfolio, setting up a detailed sign off process to efficiently optimise the Yellow Pages spend to the best performing books.• Maintained an accurate record of the departmental spend within a structured financial job book• Managed the allocation and routing of Unique Telephone Numbers for all campaigns and ads• Updated YP/BT/Thomson adverts to ensure that they were in line with revised FCA guidelines and met with regulatory compliance• Instigated a monthly plan-do-review meeting to take the marketing director through performance and planned spend to ease the sign off process

Manchester, United Kingdom

Coordinated the short/medium term inbound contact centre, creating staffing plans through accurate forecasting.• Created and maintained a league based style staff incentive scheme to drive performance and quality output • Produced MI reports and analysis through QMAX & Meridian MAX systems for accurate data sharing and intelligent reporting for forward planning

Manchester, United Kingdom

Produced and forecasted recruitment levels and plans across 7 virtual call centres to meet bi-annual demand peaks, introducing a rolling 12-week plan to aid the planning and implementation of the recruitment on the sites.• Liaised with the sites to improve adherence to necessary staffing levels, creating a balance of replenishment and resource management• Produced tiered MI reports that delivered a clear view to management levels and progress on target plans• Led a project to re-align shift patterns to more effectively and efficiently match call demands

Salford Quays

Created the short/medium term call forecasts for both the personal and corporate member services, producing a weekly staff rota for over 200 member services advisors.• Accurately scheduled holidays, lieu-time and training to ensure adequate cover • Dealt effectively with call centre outage emergencies• Recruited, trained and coached new recruits, mentoring effectively to promote high levels of performance and continuity• Managed a wide range of customer issues including presenting quotes and explaining solutions to alleviate member concerns