Mark Ward Email & Phone Number

Consulting Associate : Operational Excellence Lead for HSBC February 2020 Gobeyond PartnerS

London, United Kingdom

• Operations management of multi-function, multi-site telephony and administration function • Embedding new working practices and ethos focusing on improving customer outcomes and the customer experience• Line management of 9 direct reports • Resourcing and workforce management• Design and implementation of quality assurance and quality auditing • Implementing performance management • Mentoring and developing managers• Problem solving • Implementing new processes and procedures• Change management and continuous improvement• Complaints management

Merseyside

• Operations management• Implementation and management of new processes applying Lean Six Sigma, Prince 2 and Agile principles• Implementation and management of new customer service, complaints procedures and database• Implementation of quality assurance and quality control procedures• Negotiating building of, rolling out and implementation of new company website with external providers• Liaising with senior client management• Rolling out of new job specifications and contracts for all staff• Responsible for recruitment of new staff and workforce management • Implementation of new marketing strategies• Implementation of Salesforce CRM• Design and operational management of collections strategies and procedures• Training and mentoring of managers and staff

Manchester, United Kingdom

• Successful implementation of new quality assurance framework for process confirmation procedures, implementing quality assurance strategy and oversite of multiple teams over mortgages, insurance, cards and loans, developing monitoring tools/RAG sheets, spreadsheets and dashboards• Management and training of quality analysts/subject matter experts for multiple complaints related teams and projects • Managing teams of case officers dealing with FOS complex complaints• Root cause analysis and continuous improvement• CEX Customer experience, VOC implementation• Operational risk framework review• Change management of two projects • Project management and development of new work stream’s, full end to end lifecycle.• Stakeholder management • Continuous improvement, case investigation, telephony skills training• SLA management• Management and mentoring of team managers and subject matter experts• Subject matter expert training and development• Responsible for feedback, mentoring, and discipline of managers and staff• Recruitment of experienced and graduate staff for multiple projects

Chester, United Kingdom

• Managing graduate managers and teams within the Customer Advocates Office • Responsible for quality review and quality assurance of area• Continuous improvement implementation• Management of customer service contact centre• Managing improvement of customer experience• Mentoring in feedback techniques • Process improvement, root cause analysis and continuous improvement •Support, training, mentoring and managing inbound call centre of two teams and team leaders• Implementation of time trials and targets• Managing daily workstream• MI production• Resource management• Dealing with monthly billing• Supporting ad hoc projects/teams• Operational support

Liverpool, United Kingdom

• Lead and managed operations, team managers quality assurance teams, and complaint handlers within call centre and investigation functions, onsite and offsite (Approximately 180 FTE) • Responsible for and surpassing service level agreement • Implementation of quality assurance strategy and framework, involving managing, developing and leading teams of Quality Analysts, responsible for quality of onsite and offsite • Overall management, support, and development of offsite QA team• Client relationship management and project support• Devise and deliver training packages for QA team, complaints handlers and managers • Development and training of project TCF guidelines and principles • Project development, best practice, policy review and process improvement • Develop and design full lifecycle quality assurance processes encompassing monitoring tools, RAG sheets, working practices and reporting for telephony and investigation functions• Development of balance score cards for all projects,• Root cause analysis • Process change• Change management of four projects over multiple workstreams, involving stakeholder and client relationship management, project training and literature and full end to end lifecycle project management• Devise and develop scripts for complaint handlers• Responsible for recruitment, disciplinary proceedings, personal development plans, kpi’s, monthly 1-2-1 of QA team, complaint handlers and associated managers• Analyse, develop, and report on call handler/complaint handler productivity/quality data and MI • Implementation and application of operational risk, risk register, and regulatory compliance policies procedures and guidelines, • Manage operational risk• Implementation of call centre and case investigation targets• Management of project transition to BAU and decommissioning.

Liverpool, United Kingdom

• Managing call centre operations• Operational management of multiple managers and teams dealing with inbound and outbound calls in a high volume environment (Approximately 180 FTE handling on average 40000 calls per day)• Strategic change, process and procedural change,operational performance• WFM workforce management • Lead operational Quality Assurance and Quality Control• Implementation and continual improvement of quality assurance strategy for collections operation• Lead operational Quality Assurance and Quality Control• Managing change and implementation of new call centre technologies and data migration including data capture tools and telephony systems, • NPS, VOC, CRM, Customer Experience and Customer Journey• Management of operational and conduct risk• Project management, scoping, planning and operational support• Change management and resourcing of multiple projects• Development and operational management of team leaders and collections advisers• Delivering Team Leader/Manager training, mentoring and conducting performance reviews, application of KPI’s• Performance management of department Team Leaders• Dealing with early, mid and late cycle collections• Dealing with retail, insurance and card debt.• Responsible for operational compliance and best practice

Telephone Collections Unit, Littlewoods Retail Contact Centre, Crosby

• Managing contact centre teams of collections and customer service advisers•Design, development, and implementation of Quality Assurance processes and procedures and strategy • Responsibility for Quality Assurance of operational teams• Mentoring, coaching, continues improvement training, and development of staff• Telephony skills training and average handling time procedure adherence• Conducting performance reviews and appraisals to determine staff salary grades• Responsibility for team building, motivation and disciplinary procedures• Providing statistical analysis and reports on team productivity and implementing appropriate targets• Responsibility for Data Protection compliance and staff training• Responsibility for Best Practice procedures