Mark Cooper Email & Phone Number

Derby, Gb

Derby, Gb

Responsible for the management and operation of the Project Management business unit for the UK & I business• Strategic Planning• Portfolio Management• Governance• Team Leadership & Coaching• Interface to Operations / PMO• Interface to internal Business Units• Continuous Improvement• Software Project Management • Client consulting• Finance Tracking

Nottingham, United Kingdom

In my role as Project Manager I'm responsible for the successful delivery of business changes across our International markets, responsibilities include:• Stakeholder management across multiple markets and European countries.• Project Governance throughout the lifecycle, including an updated business case, Budget, Project Initiation Documentation, status reporting and RAID management.• Managing complex projects which have conflicting priorities from both internal and external customers.• Risk and Issue Management, testing and implementation planning.Systems – MS Project, Jira, Excel, PowerPoint, SharePoint, Methodologies – Waterfall (primarily focused on Prince2 and PMQ practices) APM PMQ qualified.

Project manager for D&Gs UK Contact Centre, all aspects of Project Management from initiative creation to project closure.Overseeing the delivery roadmap for all Contact Centre projects ~2000 colleagues across 5 locations.Project experience: Project manager for the companies largest transformation programme in its 100year history (Customer First)Onboarding multiple new clients, incl system integration, product and customer literature, supporting the business growth targets.Creation, deployment of new insurance products and journeys adding value to client and customer experience.Brexit changes to customer facing and internal product, process and documentation.

Nottingham & Bedworth, United Kingdom

Management and oversight for all Insurance and Service complaints UK and ROI, 250,000 complaints annually across 12million policies, responsibilities included:• Daily management of the complaint handling teams, companies Press Office / Executive complaints and customer facing Social Media platforms - OpEx costs (£2.2Million annually).• Project SME for all Contact Centre change initiatives that drove any behavioural change for colleague or customer.• Driving a stepped change in attitude and behaviour to create a culture where improved customer and colleague satisfaction is ingrained in all aspects of the role to reduce the referral rates to the Financial Ombudsman.• Daily service level management of the open complaint pipeline of work, driving insights and route cause analysis to continually improve process, performance and the dependencies on the repair network.• Monthly reporting of KPI’s to the board and internal conduct standards committee.

Northampton, United Kingdom

PPI Operations Manager for Barclaycards UK cards portfolios, includes regular travel and remote management of teams in Poole, responsibilities include:• Management and development of 150 FTE (10 directs) across multiple process areas including complaint decision making and calculations, Subject matter experts for all onshore activities and stake holder management for all operational change• Completion of continuous process improvement reviews within our procedures as we drive through new policies and processes that better suit the needs of our customers to rebuild trust with customers and gain advocates of the brand• Managing operational change across all processes in 3 sites both on and offshore, ensuring processes and procedures are Lean and customer centric, in turn building advocates of the business and delivering customer service that rebuilds trust in what can be a broken relationship• Conduct analyse of trends that arise from the quality sampling functions/telephony call capture reasons, third parties and regulators feedback to drive further improvements• Completion of complaint reason Route Cause Analysis over the full end to end journey of a customer complaint, formulating Corrective Actions that will mitigate future complaints for the business and drive operational excellence that resolves the situation for all impacted customers• Horizon scanning on complaint trends from customers and claims management companies to ensure we remain proactive in our approach to complaint handling • Development of future leaders for succession planning within the wider business areas • Ensuring SOX controls are in place, well documented and tested with governance and compliance.

Leeds, United Kingdom

Responsibilities include: Managing and developing multiple large teams of team leaders and complaint handlers (187FTE) providing customers with the correct redress figure for their PPI policy, including the total interest accrued over the term of the policy and an additional compensatory interest.Delivering against complaint KPI completion rates in line with the complexity of each case and rebuilding trust with our customers by resolving each case to the highest standard within 8 weeks providing a fully comprehensive breakdown of our resolution and redress calculation.Maintaining strong relationships with the FSA by ensuring complaints are handled and resolved within acceptable timescales.Working as a strong international networked team across various sites around the UK and India to deliver on our promise to our customers, supporting the various stages of a customers complaint along its journey to the final resolution.

Derby, United Kingdom

Highly motivated and experienced operations manager responsible for delivering better than plan inventory performance and reducing delinquency rates across the credit card portfolio which directly impacts the success of the companies profit and loss account, managing and developing multiple teams, setting goals and analysing performance, completing appraisals.Other accountabilities: responsible for the monthly placement of charged off accounts to our existing panel of debt collection agencies as well as quarterly reconciliations, Continuity of Business call tree owner -monthly maintenance and primary contact in the event of an incident, Crisis Management manager - identify the severity of a crisis and implement recovery site procedures, Records Management Officer - ensure electronic records are documented and retained for the correct time period, Barclaycard Employee Forum representative - responsible for consulting on site changes and any other business changes that directly impacts on employees.

Derby, United Kingdom

Highly motivated and experienced collections operations manager responsible for delivering better than plan inventory performance and reducing delinquency rates across the credit card, loan and retail current account portfolios which directly impacts the success of the companies profit and loss account, managing and developing multiple teams, setting goals and analysing performance, completing appraisals.Other accountabilities: responsible for the monthly placement of charged off accounts to our existing panel of debt collection agencies as well as quarterly reconciliations, Continuity of Business call tree owner -monthly maintenance and primary contact in the event of an incident, Crisis Management manager - identify the severity of a crisis and implement recovery site procedures, Records Management Officer - ensure electronic records are documented and retained for the correct time period, Barclaycard Employee Forum representative - responsible for consulting on site changes and any other business changes that directly impacts on employees.