Mark Haynes

Who am I?
A confident, experienced, customer centric and people focused individual.

A senior leader with extensive customer service experience across numerous industry sectors, with clear focus on operational performance delivery, shaping culture change, strategic leadership and digital transformational innovation.

What do I do?
Experience includes designing, implementing and leading contact centres and customer service centres, as well as managing in house and outsourced centres across multi-site, multi-channel centres with a clear focus on financial management, colleague development and agile working practices.
Led on several ‘Improving the Customer Experience’ and organisation wide transformational programmes, with a focus on digital enhancements, optimisation and operating model development.

Additional Responsibilities
More recent experience has been gained resulting in a six-month secondment leading the Property function and for the last eight months has had the Director lead role for the corporate transformation programme.

What is my leadership style ?
Leadership
Clear direction
Collaborative approach
Experience
Great communication techniques and a bit more…

Personality
Zest & energy
Desire to become a market leading organisation
EPIC – Easy, Personalised, Intuitive and Contextual
Ambitious
I will LEAD people and MANAGE stuff
Fun
Overall aim = to improve the outcomes we create for the customers