Mark Chivers

Experience

• 

  National & Provincial Building Society

  Sept 1989 - Aug 1996

  Area Manager

  Area (Community) Manager for the Bournemouth & Dorset area responsible for all branch direct and intermediary business.

• 

  Abbey Direct

  Jan 1997 - Jan 1999

  Contact Centre Manager

  Recovered under-performing centre and implemented new structures and processes to optimise resources and achieve regulatory recovery. Grew the call centre from 120 to over 250 people. Integrated new activities and established a business retention unit.

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  Abbey

  Jan 1999 - Jan 2004

  Led a corporate review of telephony strategy of which all key recommendations were accepted and implemented by incoming Call Centre Director. Managed work streams on premises optimisation, role definition and the implementation of call recording and monitoring systems.• Delivered a full strategic review of corporate telephony strategy.• Renegotiated telephony provider contracts saving £3m over residual term.• Led the sourcing and implementation of call management and recording systems Show less

  • Head of Sales

    Jan 2001 - Jan 2004

  • Senior Project Manager

    Jan 1999 - Jan 2001
• 

  Abbey

  Jan 2005 - Jan 2007

  Head of Existing Mortgage Customers

  Responsible for integrating 7 separate business areas across 4 call centres developing the Banks direct mortgage and retention capability.• Process improvement and organisational restructure Leader• Optimised and integrated 4 Contact Centres (sales & retention) with 650 FTE

• 

  Santander

  Apr 2006 - Apr 2007

  Regional Manager

  Managed over 500 FTE, leading the regional transformation programme and achieving turnaround in core business, quality, customer and employee measures.• 45 Branch Performance Recovery Programme • Moved regional sales performance from bottom to top quartile in less than 4 months• Recovered poor compliance and audit position to setting the standard nationally in 3 months• Improved employee & customer satisfaction scores during a period of major change

• 

  ECCM Ltd

  May 2007 - Dec 2015

  Interim Project, Programme & Operations Manager (Director)

  A dedicated interim, project and change manager with significant cross-sector experience, including 20 years in financial services.Managing Partner (Director) in the ECCM project delivery practice providing specialist client and associate support across all sectors and stages of business maturity.

• 

  Azul Property Ltd

  Sept 2007 - Apr 2009

  Director

  Specialist property company. Led set up and development.

• 

  SEEDA / SE Business Link Consortium

  Jun 2009 - Dec 2009

  Interim Project Manager

  Project Management of workstreams associated with the implementation of a new Customer Relationship and Management Information system. Recovery of activity at risk of failing required deadlines.Advice and assistance to core project team members.

• 

  WSX

  Jan 2010 - Jan 2011

  Interim Transtition Project Manager

  Leading the Transition Project to facilitate closure of a public sector contract, associated restructure activity and building the organisations commercial capability.Project managed all associated workstreams across people, processes and premises.Led development of a new Business Development / Bid Writing process.

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  Royal Liver Assurance

  Nov 2010 - Sept 2011

  Programme Manager (Delivery) for the Society's Solvency II Programme across 10 work streams. Managing programme activity on a daily basis and providing the interface to the Steering Group. Primarily responsible for developing and managing the Year End Reports & Accounts collation and production process.Also contributed to Solvency II Programme Development and Operational 'trouble shooting'.

  • Interim Solvency II Programme Manager

    May 2011 - Sept 2011

  • Interim Project Manager

    Nov 2010 - Apr 2011
• 

  LV=

  Oct 2011 - Feb 2013

  Managing the development of an annual programme of projects and change initiatives including the development of an Enterprise Risk Management Framework

  • Interim Programme Manager - Group Risk Management Change Programme

    Jan 2013 - Feb 2013

  • Interim Solvency II Project Manager (Pillar 2 & Validation)

    Oct 2011 - Dec 2012
• 

  Friends Life UK

  Jan 2014 - Dec 2014

  Interim Project Manager - Solvency II

  Project Management of Pillar 1 and Internal Model Application Process workstreams.

• 

  LV=

  Jan 2015 - Feb 2021

  • Project Manager

    Jan 2017 - Feb 2021

  • Interim Project Manager

    Jan 2015 - Dec 2016
• 

  Twin Oaks Consultancy

  Jan 2016 - now

  Director

  Facilitation and consultancy services for organisations and civic groups looking to understand the climate crisis and their role in preventing it; particularly those who want to move beyond simple corporate social responsibility and reporting. Free climate change awareness presentations for groups and organisations.

• 

  Zero Carbon Dorset

  Jan 2019 - now

  Co-Director & Founder Zero Carbon Dorset C.I.C
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  The Climate Reality Project Europe

  Sept 2019 - Nov 2021

  Climate Reality Project Europe: UK Volunteer Coordinator