Mark Stuart Email & Phone Number

London, England, United Kingdom

Multi-faceted role responsible for the wide-ranging portfolio for the Life business in EMEA. With account management oversight for broker client | third party administrators acting as a lynch-pin with Chubb A&H Operations to ensure service delivery and effective relationships. In addition, accountable for the product management, 1st line conduct and fair.

Doncaster, England, United Kingdom

Responsible for the overall supervision of Close Brothers Motor Finance (CBMF) Complaints Team. Leading a team of 25 to handle customer complaints re: merchantable quality and customer service, inline with FCA DISP regulations and the CRA 2015. Ensuring complaints are investigated timely and impartially to enable fair customer outcomes. As well as.

Surrey

Leading transformation for Fidelity complaints handling for UK investment clients to ensure maintained compliance and provide excellent customer experience and effective root-cause feedback to the business areas. Projects in delivery include new Complaints Management System - Q3 2019, introduction of Customer NPS Survey - Q2 2019, increase in volume of.

London

• Responsible for service and conduct to the Combined Insurance customers in UK and Ireland, within the consumer lines division of CHUBB. Overseeing service delivery and change management of our Glasgow service centre.
• $4.5M of additional income revenue generated through increased premiums for key products at a minimal one-off cost
• Accountable for success of regulatory change projects within the business line; GDPR; Insurance Distribution Directive (IDD); PCI Compliance
• Implemented policy platform across UK and Ireland with a $5M cost saving and minimal impact to customers or service delivery
• £50K per annum saved by outsourcing customer cheque production, reducing customer wait for cheques from 5 to 3 days
• Mitigated $30K PCI Compliance costs through migration of customer’s payments from Credit Card to Direct Debit

Maidenhead

• Interim Executive position, responsible for optimisation and delivery of pan-European customer services for UK, France, Germany, Italy and Spain. Ensuring Customer Service, Claims and Print supplier chain performance.
• Oversight of multi-lingual centralised Customer Service (UK) and Claims (DE) centres (100+ seats) to ensure service delivery within £4M budget
• Process re-engineering for Complaints Handling to reduce time taken to resolve complaints and eliminate 8-week complaint breaches
• Introduced monthly Executive reporting for Customer Services for Board stakeholder’s awareness, education and transparency
• Negotiated change to Target Operating Models with Outsourced Suppliers to flex people structure required within service budget

Maidenhead

• Senior manager responsible for Operational management for UK and Nordic Region, with oversight of Outsourced Service providers. Accountable for the UK post-sale customer journey and product cross-sales and account.
• Reduced cost of print by 50% by implementing e-fulfilment of policy documents and e-service capability to cross-sell new products
• Migrated Nordic region customer services from Marsh (Stockholm) to PACE (Lund) to ensure future longevity of service delivery
• Lead Supplier RFP Tender to successfully migrate UK customer services from ICT Group (Uxbridge) to Stellar (Glasgow) without customer impact and saving £400M pa
• Created European strategy paper for centralisation of Customer Services; identifying key areas of success, improvement and risk
• Implemented Mystery Shopping ethos to gain in-depth insight into Customer experience during sale / post-sale journey

Bournemouth

• Contact Centre manager for LV= Life and Pensions customer base, managing 90+ Customer Service, Claims Agents via 8 Team Manager. Customer Services included, call handling, back office policy servicing, claims.
• Year on year delivery of Customer Service within agreed staff headcount, service levels without customer detriment
• All Agents trained / managed appropriately within regulatory requirements under Training & Competence Scheme
• As part of BPO agreement with Outsourced Partner EDS, successfully migrated 30 back-office Agents seats from Bournemouth to Exeter
• Changed department structure and merged with GI division without job losses

Bournemouth

• Responsible for the provision of support and development of 400 Field Collection Agents, ensuring delivery of Customer Service, Agent remuneration and reward, change projects and lead generation. Scope – 6 direct.
• Delivered successful project pilot to migrate customers from cash payment to direct debit; achieving 70% conversion
• Implemented technology change to Field Agents replacing paper collection books with electronic collecting tools
• Managed strategic project to reduce number of Field Agents, from 450 to 200, to ensure alignment of operating budget to premium income fall. Project achieved £3M (25%) reduction of budget

Bournemouth

My role as MI Manager within the LV= Customer Services Division was to promote; influence and advocate the need for improved management information within the business. In addition; I facilitated the annual business budget planning cycle and improved regulatory reporting for the GI, Bank and Life product lines.

Salisbury / Dorking

During my time as a Sales Support Analyst with Friends Provident I supported the direct sales force from their Salisbury site and the IFA and Appointed Rep. networks from their Dorking site.

Portsmouth

As MI Officer for NM Financial Management my key responsibility was to provide management information and sales performance statistical analysis for the Sales & Marketing Director.