Mark Pavlides Email and Phone Number
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Chief Customer Officer, with experience across rail, education, financial services, travel and entertainment industries, working globally for organisations including AIG, William Hill, GTR, ACCA, Qantas and British Airways. Proven at leading large multi-site, multi channel, customer experience teams of over 3,000 FTE across entire regions, within tightly regulated markets, improving customer experience and delivering £1 bn revenue, double digit percentage cost reduction, increased employee engagement and attaining customer excellence awards. Extensive experience of delivering major business change programs including selecting and integrating technology to provide multi-channel customer experience, managing transformation for contact centres and wider operations and taking board director responsibility to set up and manage subsidiary operations. Key skills:Large scale people leadership, transformation, board director responsibility, new business start up, sales improvement, customer satisfaction improvement, cost base reduction, strategy creation and implementation, multi-site and multi-country leadership, contact centre leadership, organisational change, cross cultural change, technology leverage, multi-channel alignment, project management, customer experience optimisation, employee engagement improvement, Asia Pacific, UK, Europe, Middle East and Africa experience.
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Interim Managing Director Of OperationsIcaewLondon, England, Gb
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Interim Managing Director Of OperationsIcaew Aug 2024 - PresentLondon, England, GbLeading, developing and delivering Operations strategy to support ICAEW's strategic themes. Accountable for commercial partnerships and revenue, worldwide exam delivery and operational support.
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Advisor To FounderSitata Jun 2017 - PresentKitchener, Ontario, CaNewly incorporated, insurtech start-up company Appointed to be an advisor to founder of Sitata Inc., a fast-growing insurtech travel insurance start-up company. • Providing guidance to founder on commercial prioritisation, international market expansion and talent acquisition• Established protocols for securing funding for further expansion• Ensured governance framework created to ensure structured but quick growth -
Chief Customer Officer - Interim (Fixed Term Contract)Gtr (Govia Thameslink Railway) Jul 2023 - Jul 2024London, GbGTR is the largest UK train operator, with almost 20% of the UK rail passenger market. Member of the GTR Executive Team, reporting to the CEO, leading transformation and delivery of GTR’s ambitions. Providing leadership to all 3,000 customer facing GTR employees delivering services to customers, as well as significant external stakeholder management.Introducing a structural and focused customer service approach to deliver improved customer experience and stakeholder satisfaction.Responsible for all GTRs commercial activities generating over £1.5 bn annual revenue. -
Coach - ConsultantOn Train Feb 2023 - Jun 2023Paris, Île-De-France, FrCustomer consultant and coach for On train. Working with high value brands in hotel and travel space to develop capabilities and deliver improved customer experience. -
Director Of Customer Service - Interim (Fixed Term Contract)Acca Aug 2021 - Jan 2023London, Uk, GbLeading the global customer service teams for ACCA students and members worldwide. Responsible for delivery of professional qualification exams, transformation of customer experience and front and back office customer support across 150 countries.Delivering transformation through the migration onto new CRM platform, as well as optimising the operational team global footprint. Embedding a customer experience excellence culture across the organisation. -
Director Of Customer ServiceWilliam Hill Aug 2017 - Aug 2021London, England, GbAppointed to take the permanent role of Director of Customer Services for William Hill after succesful completion of the interim assignment. Responsible for customer servicing across the global estate for all William Hill Online customers globally. Focussed on ensuring right sized and capable operations in place to deliver high level of customer service, supported through the use of the right technology, people and processes. -
Interim - Director Of Customer ServiceWilliam Hill Feb 2017 - Aug 2017London, England, GbInterim role taking responsibility for the day to day leadership of William Hill customer service globally, and shaping and executing an industry leading customer service strategy.Developing best omni-channel servicing model and utilising in house and out source delivery model across the 1000 FTE.Optimising global footprint to balance costs, quality and talent across multiple global operations.
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Emea Head Of Customer ContactAig Jan 2014 - Dec 2016New York, Ny, UsResponsible for customer contact for AIG across Europe, Middle East and Africa region through contact centres and other customer service teams.Delivered 13% average pa cost improvements over 2 years by deploying technology, restructuring operations, optimising the regional footprint, leveraging multi channel offering and transforming customer journeys. Grew direct sales revenue 16% in tough market conditions by improving customer experience through contact centre and online channels, through new retention and renewals processes, revising products and redesigning staff incentive schemes.Transformed through deployment and leverage of contact centre technologies - enhanced CRM, workforce management, automation, speech analytics, customer self service capabilities.Reduced staff attrition more than 60% in major markets through higher employee engagement, implementing career paths, and redesigning recruitment and talent management approaches.Won prestigious customer excellence award after cultural shift and customer journey redesign.Led 900 staff across 8 major AIG EMEA contact centres and 400 staff in outsourced contact centres delivering over 8m customer contacts pa. Managed budget in excess of US$50m. -
Board DirectorAig Travel Jul 2009 - Dec 2013Houston, Tx, UsConcurrent responsibility with Regional Managing Director role - Appointed as board director of AIG subsidiaries in Asia Pacific region. Rapidly set up board director structures in compliance with local market regulations. Ensured relationships with parent organisation and financial contracts with clients, was optimised for best financial outcome. Ensured compliance with all director's regulatory duties and responsibilities for Asia Pacific countries. Led entity to profitability within 2 years from start up. -
Regional Managing Director, Asia PacificAig Travel Feb 2008 - Dec 2013Houston, Tx, UsRecruited into AIG to move to Malaysia and establish and then run new AIG Asia Pacific subsidiaries with full end to end responsibility.Set strategy for new subsidiaries across entire Asia Pacific region.Achieved operational readiness in 5 months, attaining profitability by end of year 2 and managed subsequent annual growth rates in excess of 30%Developed and managed large network of medical providers across entire Asia Pacific regionEstablished customer experiences which became benchmark for other AIG operations globallyIdentified and realised new revenue stream opportunities and improve customer experienceEstablished pricing framework to optimise transfer pricing requirements across the APAC regionLed AIG crisis response to multiple significant scale incidents across the world, impacting AIG insureds.Full legal, P&L, and operational responsibility for US$ 25m AIG travel insurance subsidiary entities in Singapore and MalaysiaLed 160 staff across 5 Asia Pacific countries, delivering 8 language, 24/7, global customer experience to all AIG APAC customers.Board director of AIG subsidiaries in Asia Pacific region.
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Gm Business SystemsQantas Holidays Jun 2006 - Feb 2008Mascot, Nsw, AuAppointed to head Qantas Holidays technology and e-commerce. Selected dynamic packaging online solution for Qantas Holidays website.Delivered division wide US$ 2m technology change program for supplier’s and internal core systems to improve resilience and increase sales and servicing capabilities. Transformed Qantas Holidays online content, significantly expanding online product range and enhancing core B2B systems.Led 50 staff and manage annual costs of US$ 12m supporting US$ 550m annual revenue for Qantas Holidays.
Mark Pavlides Skills
Mark Pavlides Education Details
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University Of SurreyMechanical Engineering -
Cranfield School Of ManagementMba
Frequently Asked Questions about Mark Pavlides
What company does Mark Pavlides work for?
Mark Pavlides works for Icaew
What is Mark Pavlides's role at the current company?
Mark Pavlides's current role is Interim Managing Director of Operations.
What is Mark Pavlides's email address?
Mark Pavlides's email address is ma****@****bal.com
What schools did Mark Pavlides attend?
Mark Pavlides attended University Of Surrey, Cranfield School Of Management.
What skills is Mark Pavlides known for?
Mark Pavlides has skills like Strategy, Change Management, Contact Centres, Leadership, Sales Management, Transformation, Multi Site Operations, Operations Management, Customer Experience, Management, Project Management, Cross Cultural Teams.
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