Martin Mullen Email and Phone Number

Responsible for the co-ordination and execution of the internal communication, leading internal staff engagement campaigns and working closely with stakeholders to ensure that our culture, priorities and vision of the Cigna Europe business are promoted.

Creating communications and ensuring business engagement as part of the Business Readiness team which manages and ensures that change is implemented safely throughout the organisation and guarantees they are ready to accept and adopt the changes within the business.I played a pivotal role in the creation of communications and engagement events which prepared staff for the launch of GDPR. The creation of business communications for Executives, Senior Managers and interacting with all staff across SLC to ensure a full understanding of various technology projects including Workday, Office 365, new Wi-Fi and a new Cloud Proxy. I also manage the communications for my department and the 4 functions, Business Readiness, Benefits Realisation, UAT and Central PMO.

Tackling fraud is a fundamental role in business especially in the online retail industry.I was seconded to the Online Fraud Referral Team during the peak trading of 2017-18 to manage the highly skilled team and work closely with the eCommerce Fraud Manager.

Inaugural Team Manager creating the brand new in house web chat team for House of Fraser.My team will ensure the customers have quality interactions every time, by striving to getting it right first time and maintaining the first class service that House of Fraser customers expect while shopping at the UK’s leading premium department store.My responsibilities include:• Develop, lead, motivate and coach all members of the team to ensure maximum performance• Implement and driving motivational activities• Performance Managing• Analysing reports/ daily statistics• Quality monitoring• Customer escalations• Creating and managing the staffing requirements, rotas and holidays for the webchat teams

As a contractor I played a lead role in the team who implemented the new Cisco telephony phone systems to various centres across the UK. This was a large project which involved gathering business requirements, having regular communications with various heads of business across all areas of RBS and NatWest. Organisation was essential for the success of this project and this was maintained via a detailed Microsoft Project Plan which I managed. I also played an integral part in the initial testing of the phone environments to ensure that they are fit for purpose and are ready to launch when lines go live for customers and staff for the new Williams & Glyn bank.

To coordinate and manage the administrative functions of the Disability Service to ensure an efficient student service is delivered. Tasks include the supervision of administrative staff, systems monitoring and development and budget monitoring.

Contracting position to lead the communications strategy for a £1.2m transformation programme to optimise service delivery throughout Glasgow City Council. The project was to implement new service desk software which will create an online self-service platform for up to c.30, 000 staff within Glasgow City Council.I designed and constructed the content for the intranet webpage, created and launched online training for the staff within Glasgow City Council and ensured that all staff were kept up to date with the progress of the project in a timely and "jargon free" manner. I also assisted with visual designs for the software and the new service desk logo.

Implemented communications for strategic telephony and support centres across the UK for RBS Group. Providing communications to over 10,000 staff each week via intranet, email and newsletter.Regular meetings with Senior Management on current and future communications that will affect staff and call volumes in centre and worked closely with RBS Marketing to ensure that the staff had a consistent and regulated flow of communication, enabling them to download information sent.Creating an engagement plan that ensured staff they would be able to air their views and that these would be taken on board by Senior Management. Whether this was regular monthly meetings with staff and management or quarterly/annual staff opinion surveys which gave valuable feedback on how to improve or what to maintain within the business.Revamped and simplified the way that staff received their communications across Scotland telephony centres by introducing a new interactive newsletter and bring communications to life for staff. Created a validation process for my communications by using an online quiz on SharePoint, ensuring that staff across a 24/7 business can be validated on their communications download. Facilitate and run communications coffee sessions to ensure that staff understood what was being cascaded and answering their questions. I played a lead role with internal and external change projects in RBS;• The closure of our Glasgow office and subsequent move to Greenock, • Closing our RBS branch telephone lines and moving these into the Direct Banking Centres• Introduction of new software and systems for staff – Cloud 9 & Cisco• Rainbow Project – Branch Sale

Assessing loans for eligibility and credit worthiness. Involved in end-to-end processing of loan, from application to repayment. Liaising with learning providers and the government department who sponsor the Career Development Loan scheme.

Ensure that our call centre’s are efficiently staffed by co-ordination the shifts and activities of over 500 staff. This involves analysis of historical call patterns and call handling times in order to forecast expected call arrivals, co-ordinating the scheduling of meetings for individual employee's as well as organising training, team meetings and events across multiple propositions with several working 24/07. Collating MI on daily performance and undertaking analysis of this, identifying issues and solutions then delivering MI to Senior Centre Management and Senior Customer Contact Estate Management on a daily basis. Collating information and reporting all incidents which occur within RBS Customer Contact. Ensuring all incidents are raised at the correct criticality and liaising with Live Operations and Incident Management to make sure the incident is escalated if required. Responsible for keeping up to date with Planned Outages affecting my sites ensuring everything is in place to allow outages to go ahead

Support the telephony centre by assisting with customer excellence via coaching, training events and workshops. Ensuring adherence to ‘Treating Customer Fairly’ requirements leading to great customer outcomesAdhering to control guidelinesInspire and motivate to ensure that pre-agreed individual targets are metAssist the senior management team with staff presentations and initiatives to celebrate success. Involved in recruiting new staff to the call centre.

Answering customers day to day account enquiries and ensuring that any concerns they encounter are resolved at first point of contact. Handling complaints in accordance with regulations, and promoting the banks products to our customers. As a Senior Adviser I assisted the Team Manager by reviewing adviser’s daily stats and assisting with training of new staff during their first few weeks in Telephone Banking.