Mark Murphy Email & Phone Number

Central Scotland

Leading a team of c100fte including 15 Direct Reports. Responsibilities include Management and Development of direct reports. Maintain effective relationships with Risk/Control partners ensuring all locations operating within regulatory standards, delivering commercial goals, delivery and enhancement of an outstanding customer experience across 15 Retail Bank Branches in Central Scotland.

Central Scotland

Glasgow, United Kingdom

Senior Operations Manager of B2B sales campaign (Hiscox Insurance). Leading a team of 80 f.t.e accountable for delivering all operational KPI's including Contractual, Financial and People measures. Responsible for all aspects of Managing the Client relationship.

Lloyds Banking Group Accountable for the management of the branch operation in line with compliance and risk requirements whilst ensuring a fair customer outcome delivered at all times. Leading a motivated and skilled workforce with deep insight into the community and customers we serve to enable successful delivery across all business plan objectives.

Accountable for the sales interlock between the telephony channel and Group Business product areas including Bancassurance, General Insurance and International services. Primary relationship manager between channel and product ensuring all campaign activity and product change is implemented and executed effectively within the distribution channel.

Leading teams of circa 100fte in various contact centre's within telephone banking in both HBOS and LTSB heritage. Accountable for the delivery across a Balance Scorecard of objectives including the sales plan, service plan, people plan, risk plan and financial plan.

Retail Branch Network - various London branchesLloyds Banking Group Prepare and deliver the business plan for the branch including execution of sales and service plan, ensuring the branch adhered to and was successfully audited against the groups one best way standards and group compliance and risk framework. Ensured a motivated and skilled workforce with deep insight in to the community and customers we served.

Accountable for the development and implementation of a coachingframework for Dell contact centre colleagues specialising in sales of kits and accessories. Responsible for the coaching and development of management colleagues to improve capability and leadership skills.