Mark Bothick Email & Phone Number

London

- Managing multiple operation support workstreams including commercial analysis, workforce costings & finance, recruitment planning, supply vs demand modelling, risk & controls and MI reporting.- E2E MI Reporting through design, build, implementation and run of MI reporting infrastructure and associated governance. - Delivering sound reporting in a time-sensitive environment- Commercial analysis and impacts to workforce and associated cost.- Modelling of costings and finance to inform deviations and test viability of alternative scenarios- E2E management of recruitment planning, facilitating the recruitment for both client and (MSP).- Supply vs demand modelling to ascertain utilisation of staff and inform key decisions- Leadership and coaching to client-side BAU team to embed processes and ensure robust handover.- Working with senior management, delivering key insights and presentations to director level.

London, England, United Kingdom

- Creation and distribution of Management Information (MI)- Analysis that feeds into capacity and planning functions.- Daily allocation of work across multiple teams.- Presentation of performance packs and reporting decks.- Design and implementation of a performance framework.- Development and continual improvement of reporting tools.- Practical working knowledge of automation and VBA.- Extensive knowledge of Microsoft Excel.

London, United Kingdom

The review of historic sales practices for a major pension’s provider. Key responsibilities:- Make informed decisions in order to deliver the correct outcome for the customer and client.- Provide training sessions to enhance the abilities of my colleagues.- Provide operational support to help deliver client set productivity.- Conduct performance review to analyse areas in need of improvement and development.- Attend multiple training exercises to improve my knowledge of regulation in the pensions industry and in financial services.

- Quality Control - checking and coaching feedback on the complaints handled by agents across multiple sites and departments, for both consistency and risk.- Quality Assurance - development of processes to handle external outcome testing, implementing controls and best practice for the project as a direct response to the client’s feedback- Case handling - demonstration of sound judgement and reasoning, attention to detail and due diligence at all times. Manual review of annuity case files to determine whether they met regulatory standards and where they fell short, to redress any wrongdoing.- Root Cause Analysis (RCA) - continual review of existing processes to identify potential problems or bottlenecks and then implementing changes to improve productivity, quality and efficiency.