Mark Beech Email & Phone Number

Hong Kong SAR

Leading and supporting in-store operations, people development and commercial performance across 10 Apple stores across Hong Kong, Macao and Taiwan.

Hong Kong

Hong Kong

Overall responsibility for performance of contact centres that support Hong Kong Retail Banking & Wealth Management business. This consists of three sites: Kowloon in Hong Kong and Foshan & Guangzhou in Mainland China with over 1700+ FTE.The Contact Centres generate over 20% of Hong Kong HSBC Retail Banking income and handles on average 3 million calls per.

Hong Kong

• Driving channel strategy to increase simple transactions/sales through direct channelsand increase high value leads/appointments to branches.
• Overall responsibility for leading the strategic direction and revenue growth of the Contact Centre business across 18 Asia Pacific Countries (exc. Hong Kong). 2009 is a 13% increase year on year vs. 2008.
• Driving and developing inbound contact centres into a profitable growth channel by driving improved service quality, consistent customer experience and increased sales capabilities.

Kuala Lumpur, Malaysia

• Team of 500+ FTE – 88% in Call Centre processes & 12% in Back Office Operations
• Responsible for all North American processes in GSC Malaysia: HBUS, Credit Card, Auto Finance & Canada Auto Finance.
• Created a motivated, highly skilled team to enable the GSC to meet its business objectives, using effective resource management techniques, particularly focusing on retention of employees.
• To build and maintain excellent working relationships with Group company businesses to ensure that the GSC delivers a high standard of customer service.
• Achieved the lowest unplanned absence and attrition for Call Centre’s in Malaysia despite the majority of FTE working “night shift”
• Achieved the best Cost/Income ratio of all Call Centre areas in GSC Malaysia, and the only one to achieve a Profit before Tax in each of the three year

Birmingham, United Kingdom

• Manage outbound telesales teams calling existing customers to sell credit protection, and other credit enhancement products.
• Manage and control Department to achieve agreed sales and profit targets, whilst complying with Company and appropriate Regulatory Organisation polices, procedures and Codes of Practice.
• Additional remit to re-engineer the Department to improve efficiency and profit through the use of dialer technology and review of processes.
• Reviewed and implemented changes to scripting ahead of changes in regulations
• Department achieved a 45% improvement in Revenue per Employee in 2004
• In 2005 responsible for expansion of Secured Sales Department

Leicester, United Kingdom

• Manage and control my Region to achieve agreed growth and profit targets.
• Manage a region of 12 branches.
• My additional remit was to review working practices to re-engineer and modernise the Personal Banking distribution model to increase sales and reduce costs.
• Implemented a branch Telesales Model from experience gained in Collections and Outbound Telesales
• Region achieved best sales in the bank for Secured in 2003
• Region achieved best control of delinquency in 2003

Birmingham, United Kingdom

• To establish and manage the functions required to undertake the collection of arrears across all types of PFS Financial products
• My additional remit was to review working practices to re-engineer Back End collections (Arrears 4+). Department achieved a 26% improvement in £’s collected per Employee
• Due to re-engineering was able to reduce staffing levels by 30%, which were deployed within other departments.
• Achieved the Bank’s year end Bad Debt targets

Birmingham, United Kingdom

• My initial remit was to support the Director in setting up an Outbound Telesales unit.
• Set up dialer and designed and worked with IT team on front-end technology.
• Designed and implemented Outbound Telesales Model
• Recruited Operations Manager’s from internal and external sources
• Managed Training, Recruitment, Dialer and Finance Departments
• Managed a team of 8 Operations Managers and 70 Telesales agents making Outbound Calls to existing and former Bank customers.

Enfield, Palmers Green, Southend On Sea, Worthing And Brighton - United Kingdom

• Branch Manager for 5 different branches in the South East of England.
• Branches managed recognised as consistently in the top 10% of profitability.
• Responsibilities were to manage and control a Branch to achieve agreed sales, growth, bad debt and profit targets, whilst complying with Company and appropriate Regulatory Organisation polices, procedures and Codes of.
• Developed 18 direct reports to Branch Manager.
• Involved in the development of the CRMS system used in the branches and telemarketing.