Mark Chivers Email & Phone Number

Poole, GB

Dorset, England, United Kingdom

Poole, Dorest

Facilitation and consultancy services for organisations and civic groups looking to understand the climate crisis and their role in preventing it; particularly those who want to move beyond simple corporate social responsibility and reporting. Free climate change awareness presentations for groups and organisations.

Bournemouth, United Kingdom

A dedicated interim, project and change manager with significant cross-sector experience, including 20 years in financial services.Managing Partner (Director) in the ECCM project delivery practice providing specialist client and associate support across all sectors and stages of business maturity.

Dorking

Project Management of Pillar 1 and Internal Model Application Process workstreams.

Bournemouth, United Kingdom

Managing the development of an annual programme of projects and change initiatives including the development of an Enterprise Risk Management Framework

Bournemouth, United Kingdom

Programme Manager (Delivery) for the Society's Solvency II Programme across 10 work streams. Managing programme activity on a daily basis and providing the interface to the Steering Group.

Primarily responsible for developing and managing the Year End Reports & Accounts collation and production process.Also contributed to Solvency II Programme Development and Operational 'trouble shooting'.

Leading the Transition Project to facilitate closure of a public sector contract, associated restructure activity and building the organisations commercial capability.Project managed all associated workstreams across people, processes and premises.Led development of a new Business Development / Bid Writing process.

Project Management of workstreams associated with the implementation of a new Customer Relationship and Management Information system. Recovery of activity at risk of failing required deadlines.Advice and assistance to core project team members.

Specialist property company. Led set up and development.

• Managed over 500 FTE, leading the regional transformation programme and achieving turnaround in core business, quality, customer and employee measures.
• 45 Branch Performance Recovery Programme
• Moved regional sales performance from bottom to top quartile in less than 4 months
• Recovered poor compliance and audit position to setting the standard nationally in 3 months
• Improved employee & customer satisfaction scores during a period of major change

• Responsible for integrating 7 separate business areas across 4 call centres developing the Banks direct mortgage and retention capability.
• Process improvement and organisational restructure Leader
• Optimised and integrated 4 Contact Centres (sales & retention) with 650 FTE

• Programme managed a major review of the direct mortgage process, implementing changes and delivering highest ever levels of telephone lending, mortgage retention and cross sales.
• Achieved 20% year on year business growth in both core and cross sales
• Recognized as Best Direct Lender (Your Money Magazine) 2004

• Led a corporate review of telephony strategy of which all key recommendations were accepted and implemented by incoming Call Centre Director. Managed work streams on premises optimisation, role definition and the.
• Delivered a full strategic review of corporate telephony strategy.
• Renegotiated telephony provider contracts saving £3m over residual term.
• Led the sourcing and implementation of call management and recording systems

Recovered under-performing centre and implemented new structures and processes to optimise resources and achieve regulatory recovery. Grew the call centre from 120 to over 250 people. Integrated new activities and established a business retention unit.

Area (Community) Manager for the Bournemouth & Dorset area responsible for all branch direct and intermediary business.

First Class Honours Bsc, Geography & Environmental Science

Hnc, Mechanical & Production Engineering