Mark Wake Email & Phone Number

Leeds, GB

North, Scotland And Northern Ireland

• Managed, mentored, a large team of highly engaged colleagues in a multi-disciplinary teams across multiple demographics which delivered internal financial and non-financial KPIs governed by regulators and banking.
• Accomplished customer focussed leader through successful delivery of Conduct Market Authority and internal customer satisfaction.
• Improved and retained business growth via delivery of lending, savings, acquisition, insurance, wealth and mortgage financial targets. Assured continuous process improvement by deploying change, digital and.
• Led efficient and fast transformation, which ensured HSBC UK continued to grow digital capability and evolved through progression of five-year plan. Achieved high percentage reduction in overall colleague labour costs.
• Enhanced operational performance through the evaluation and mitigation of robust risk as per FCA requirements and national governance.
• Stake-holder engagement with MP’s, dignitaries, and government departments. Delivered upon mass transformation programmes such as recent reshaping of branch network.

• Led all national and regional non-financial KPI’s for HSBC branch network with full ownership of customer experience and colleague engagement. Facilitated creation of network people plans to lead to increased focus and.
• Led network covid response accounting for data collection, branch closures, colleague health and isolation alongside daily communication to EXCO and UK board. Facilitated executive reports on trends and emerging risks.

London, United Kingdom

London, United Kingdom, Leeds

• Ensured maximum profitability by designing and delivering national operating programme to implement new employee proposition of Universal Banker globally.
• Created deployment plans following extensive research and data analysis to prepare business case and achieve sign off of $xxmillion investment global project with revenue benefit of $xxxm.
• Collaborated with Unipart, KPMG and Fintechs across US, Argentina, Mexico, MENAT and Europe to ensure maximum productivity, revenue growth, customer satisfaction and colleague engagement. Achieved full completion of.
• Concurrently led net promoter score project in H2 2019 resulting in increased customer satisfaction by 20%.

London, United Kingdom

HSBC Transformation Programme Director - responsible for managing a leading the Universal Banker branch change programme impacting over 4000 people. Co-ordinating content and actions for Executive Management. Providing briefings, presentations and reports for internal and external meetings.

North

COO operational and leadership responsibilities. Lead Senior Manager for management of risk, people and customer engagement strategy. Senior leadership role covering North Region including Scotland and NI and deputy to Regional Director. Responsible for c2000 FTE across Retail and Weakth Management covering the North from Scotland to Sheffield and from.

Lead delivery of the UK Network Operating plan through effective deployment and development of the branch network team. Instil and grow the highest levels of customer experience. Facilitate and lead increased productivity in conjunction with key stakeholders.

Bachelor Of Science (Bsc)

Psm 1, Agile Scrum Professional Scrum Master, Psm 1