Mark Stevenson Email & Phone Number

Bristol, England, United Kingdom

Bristol, United Kingdom

Bristol, United Kingdom

• Develop, maintain and drive long term profitable relationships with Key Client contacts.• To identify new sales opportunities with Clients.• Developing existing business to achieve new business targets.• Provide input and support to the Implementation and Project Management process for on-boarding new partners and schemes• Analyse and report on performance on all aspects of the business.• Ensuring that the business delivers new initiatives effectively, efficiently and quickly to maximize revenue in the early stage of the product life cycle.• Liaison with all departments and companies to ensure that projects and activities take place with optimum communication and co-ordination.• Strategising, planning and driving out additional profitable revenue streams.• Delivery of new business in line with Company budgets for both growth and profit.• Delivery of new business and profit targets.• To ensure that all regulatory guidelines are adhered to.• To support Managers to manage the key risks within your department.

Bristol, United Kingdom

Southend On Sea, United Kingdom

• Manage, communicate, implement and embed all change and strategic programmes within agreed timescales, budgets, including monitoring of benefits delivery and post implementation checks. • Responsibility for completing impact assessments as part of projects.• Ensure all communications from projects are fit for purpose to support staff in delivering their objectives.• Ensure that all training activity is undertaken prior to the live date of any change and that all readiness embedding activity is completed by due date. • Establish, own and maintain appropriate Governance and Control frameworks for all project initiatives ensuring process compliance.• Identify, evaluate and track progress of project risks, issues and dependencies, escalating them appropriately with suggested mitigating actions and implementing as directed.• Work with operational teams to scope and collate requirements for proposed change initiatives, ensuring full adherence to wider Change Management Governance. • Ensure project reporting is clear, concise, accurate and produced within the required deadline.• Complies with relevant Group Policies, testing and certifying (or considers and escalates) the adequacy and effectiveness of the business’s controls on a regular basis.• Establishes and documents (or follows and/or maintains) operating procedures which include relevant controls to meet Group and local policy requirements.

Southend On Sea, United Kingdom

• Real time management of incoming calls to the department across multiple sites, to achieve the agreed service levels• Pro-actively managing incidents – liaising with the Customer Service Managers and their teams to quickly identify any incidents that are having an impact on the customers or staff. Reporting large scale faults where multiple users are impacted, attending incident calls to see these through to a resolution. • Real time adherence management - monitoring adherence real time and providing feedback where needed if staff are not adhering to schedule. Optimisation of staff schedules throughout the day to support customer demands to ensure service levels are achieved. Using various Aspect applications including eWFM, RTA and Custom View.• Resource Balancing - moving calls (through agent group changes) and moving support staff into and out of calls to meet customer demand.• Real Time Reporting - sending intraday updates to Managers and other key business partners so they know how the CCC is performing.• Working alongside the frontline staff to understand the call centre environment and work to improve issues they face that we can influence.• Regular support of complaints unit, including scheduling activity, to ensure service levels are met, adherence management and MI creation/analysis to understand call arrival patterns.• Attendance of daily Performance meeting with Centre Manager to provide updates on trend analysis• Line Manager responsibility of Real Time analysts providing coaching and developmental support.

• Experience of reviewing and developing new processes.• Develops and educate Team Managers to ensure proper methods/techniques are used to develop and oversee employees. • Assists Team Managers with any problems/questions, complaints concerning service performance and customers.• Represent the Credit Assessment Team on assigned projects and TOR’s (Terms of Reference).• Ensure all issues are raised with appropriate sources and followed through.• Act as point of contact with communications team in relation to department training.• Prepare and maintain department help guide and scripting.• Quarterly auditing of department system logon codes.• Production of department management information daily.• Technical expert for team processes and procedures. • Maintain various database’s for the department.