I am a resourceful business leader with commitment, tenacity and passion to simplify and improve customer experience and colleague engagement. Throughout my career I have been driven to exceed business plans, build strong teams and capability that nurture market positions, brands and organisational culture. I am also a credible ambassador for contact centres and an experienced Global and UK leader of diverse, culturally rich and geographically dispersed teams. I have a proven track record engaging people across organisations and external partners to shape and obtain investment approval to execute strategy and achieve transformation and business outcomes. My strong leadership, drive, motivation, remote management and adaptable communication skills bring together multi-disciplined and cross functional teams, drawing different views and challenges to a point of common understanding to deliver plans, empowering frontline colleagues to serve and drive more value from customer interactions. My extensive career includes HSBC, first direct, Egg and Barclaycard, developing a breadth of experience across banking, contact centres, customer service, sales, credit and transformation change with technology as one of several enablers.
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Chief Of Staff And Global Head Of Voice, Global Wpb Contact CentresHsbc Nov 2014 - Jul 2022Led the Global Contact Centre Voice channel transformation and associated Contact Centre sub-value stream. Delivered biometrics, natural language call steering and other capability connecting Voice to Digital, reducing customer and colleague effort, cost and fraud. Chief of Staff including Global Contact Centre strategy, governance and policies, enabling frontline colleagues through operating model and technology investment. Supported markets, brands and functions. Shaped transformation and operating plans, delivering service standards and committed employee and financial plans. -
Global Senior Transformation LeadHsbc Apr 2011 - Nov 2014Led globally dispersed teams across Global Businesses and Functions. Managed complex programmes, working closely with Group Heads of Businesses and support functions to deliver target operating models and transformation outcomes. Programmes included Physical Distribution and Self Service that defined and delivered new branch network with reduced cost to serve; Digital and Customer Authentication initiatives.
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Global Staff Channel Lead, One Hsbc DistributionHsbc Feb 2008 - Mar 2011Led the global programme from a staff channel lens. Influenced global distribution model and CRM work streams, which delivered improved customer experience, process efficiencies and increased focus on customer need, reducing servicing and sales cost. Designed staff channel requirements with a contact centre and performance management framework, which was leveraged and shaped for branches. Informed operational and policy shifts, confirming customer and business requirements, investment and resources that delivered business and technical change to execute agreed strategy.
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Head Of Sales And ServiceFirst Direct Apr 2006 - Jan 2008Led the Sales and Service teams operational in Leeds and Hamilton, owning operating plan. Customer interactions handled with market leading service and added value, driving improved sales and cost reduction. Reduced calls with digital migration, developed and empowered teams that increased sales and lead generation across all products and services. Coached an experienced leadership and management team through increased and focussed performance management change, providing learning interventions or helping individuals to make informed career changes. -
Head Of New Customer TeamFirst Direct Apr 2005 - Apr 2006Led the UK team and relationship managed the important HSBC offshore teams in Malaysia and India. Delivered an end-to-end view of the customer on-boarding experience. Implemented new acquisition operating model increasing prospect conversion, activation, cross sales and digital adoption.
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Senior People Leader, Credit And CollectionsEgg Jan 2004 - Apr 2005Senior member of the Customer Services Leadership team, leading and motivating 1,500 people. Delivered excellent business results in service, credit, sales and back office operations during a public and uncertain period for employees whilst Prudential looked to sell its shareholding. -
Uk Retail Credit DirectorEgg May 2003 - Dec 2003Led underwriting, collections, debt recovery, credit review, policy, training and change teams. Relationship managed external collection agencies. Managed key relationships with Marketing, Product Management, Analysis and Development, HR, IT. Maximised value from lending related initiatives and campaigns whilst minimising credit risk.
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Head Of OperationsFirst Direct 2002 - 2003Led specialised Contact Centre teams, owning operating plan. Initiated and managed business wide planning exercise, resolving potential strategic and operating plan conflict through early implementation of cost management initiatives.
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Programme ManagerFirst Direct 2001 - 2002Analysed changing customer interactions across channels. With a maturing customer base and increased digital migration, the employee base and call volume were reducing yet historically 85% of sales generation and completions was through the Contact Centres. Influenced sales operating model change, including increased digital and outbound contribution.
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Head Of Customer Services DevelopmentFirst Direct 1999 - 2001Led and re-focussed a Sales and Service support function including Service and Sales Development, Planning, Resourcing and Performance Management, Training design and delivery, Internal Communications, Customer Contact Quality.The team supported Service and Sales teams employing 2,500 people, driving change and developing relationships to exceed business objectives.
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A Number Of Roles In Sales, Credit And Collections With An Expanding Remit And ResponsibilityFirst Direct Aug 1989 - 1999Having joined first direct before launch, developed through several management roles that provided excellent opportunities to work with and learn from HR, Finance, Marketing, Data and Insight Management, Planning, IT and Risk teams, which collectively provided early insight to the power of collaboration across organisations.
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Several RolesBarclaycard 1982 - 1989 -
Admin And Project Team SupportN G Bailey & Co Jun 1981 - 1982
Mark Bramley Education Details
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General Management Programme
Frequently Asked Questions about Mark Bramley
What is Mark Bramley's role at the current company?
Mark Bramley's current role is Leader | Contact Centres | Direct Banking | Customer Service and Sales | Transformation.
What schools did Mark Bramley attend?
Mark Bramley attended Cedep - Executive Development – Insead, Fontainebleau, France.
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2morrisonsplc.co.uk, otltd.co.uk -
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2patmunro.co.uk, mackenzieconstruction.com1 +441349XXXXXX
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Mark Bramley
Hertford3efront.com, gmail.com, ssctech.com4 +331499XXXXX
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