Mark Whale (Ccbi) Email & Phone Number

London, Gb

London, United Kingdom

I help Banking & Financial Services organisations optimise decisions and interactions with customers across every part of the customer lifecycle. I lead engagements that deliver unparalleled domain knowledge in conjunction with the worlds leading decision management capabilities on FICO Platform.Recent projects include:1) Delivering customer management decisioning on FICO Platform for a large digital retailer. The move from an on-premise decision engine to FICO Platform made it easier to author, test and validate decisions, with an 86% reduction in time from development to production. Winner of the Industry Vanguard FICO Decision Award.2) Launching a new loans product so a banking client could offer more help to an under-served segment in under 3 months.3) Delivering a credit card operator's strategic move to a SaaS operating model for originations, thus enabling faster development, testing and production on what is considered the highest risk/reward area of their business. 4) Producing a 26% increase in revenues for a credit card portfolio by using credit line optimisation to deliver responsible lending decisions. Winner of a FICO Decision Award in AI Powered Optimisation.5) A global expansion of a financial crime solution, delivering real-time compliance through a SaaS model.6) Centralising decisioning for a debt buyer across multiple countries, doubling their digital collection’s performance, making the customer journey easier, increasing NPS scores & winning a Credit Excellence Award for Best use of Technology.

London, United Kingdom

Responsibility for leading the growth of Cabot's group wide collections servicing offering, with a focus on first party outsourcing contracts. Through a combination of organic growth, mergers and acquisitions, the servicing division became the largest in the UK.Multiple client transformations were delivered across banking, motor, retail credit and government, each resulting in improved financial returns and customer experience gains through a combination of providing best in class people, processes and technology.

Brackley

Member of the Senior Leadership Team with responsibility for leading Sales & Marketing. This included client engagement, product development, bids/ proposals, client on-boarding, owning (and transforming) the dlc brand and digital presence.Delivered many of the UK's largest and most successful C&R projects on behalf of UK&I clients in the banking, telco, motor, government, healthcare and insurance sectors. This spanned C&R BPO transformations, contingency collections, debt sale/ purchase, trace & litigation service delivery.I was particularly proud of the pioneering work that we delivered in User Experience (UX) in partnership with Cyber-duck. We utilised behavioural insight techniques and improved customer experience many years ahead of the rest of the market. In under 12 months this project delivered a 150%+ increase in digital transactions for our clients and won the UX UK award for best transactional experience in 2014.dlc is the longest running credit management services agency in the UK, was the first organisation to purchase debt in the UK market and was acquired by Cabot in 2015.

Horsham

Head of Operations (including IT/Collections Software Development). Responsible for developing and enhancing solution offerings across BPO, Contingency Collections, Managed Invoice Finance & Credit Information. Sovereign represented clients across financial services, telco, motor and the advertising sectors, collecting in excess of £300m per annum.Major successes included the development of new collections software (including licensing for clients), launching a facilities managed Direct Debit service to supercharge growth of the outsourcing division, and becoming an accredited Chartered Institute of Credit Management (CICM) Training Centre.

Horsham

Project Management across BPO & Contingency Collections operations using the PRINCE2 methodology.

Hoddesdon

General ledger accounting, management of accounts receivable and implementation of an ARIBA e-procurement function.

Advanced Diploma, Banking

- Certificate in Bank Risk Management (EQF Level 6) - Certificate in Bank Strategy, Technology & Operations (EQF Level 6)

Professional Banker Certificate, Distinction (93%)

Professional and Responsible Banking in a Digital Age - Banks & Banking in a digital age - Products, Services, Distribution Channels &.

Artificial Intelligence, 92.7%

Sales Directors' Programme

Collectors Accreditation Initiative

Mcicm, Credit Management

Prince 2, Project Management

Ba Hons, Business Studies

Activities and Societies: UH Rugby Team, Balls Park Rugby Team Subjects included: Economics, Accounting, Operational Management, Business.

4X A-Levels (B To C) And 10X Gcse’S (A* To C)