Mark Pavlides
Director Of Customer Service - interim at ACCA- Claim this Profile
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English Native or bilingual proficiency
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German Elementary proficiency
Topline Score
Bio
Credentials
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Leading Leaders
AIGSep, 2015- Oct, 2024 -
Crisis Management
Travel GuardJun, 2010- Oct, 2024
Experience
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ACCA
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United Kingdom
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Accounting
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700 & Above Employee
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Director Of Customer Service - interim
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Aug 2021 - Present
Leading the global customer service teams for ACCA students and members worldwide. Responsible for delivery of professional qualification exams, transformation of customer experience and front and back office customer support across 150 countries. Delivering transformation through the migration onto new CRM platform, as well as optimising the operational team global footprint. Embedding a customer experience excellence culture across the organisation. Leading the global customer service teams for ACCA students and members worldwide. Responsible for delivery of professional qualification exams, transformation of customer experience and front and back office customer support across 150 countries. Delivering transformation through the migration onto new CRM platform, as well as optimising the operational team global footprint. Embedding a customer experience excellence culture across the organisation.
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William Hill
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United Kingdom
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Gambling Facilities and Casinos
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700 & Above Employee
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Director Of Customer Service
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Aug 2017 - Aug 2021
Appointed to take the permanent role of Director of Customer Services for William Hill after succesful completion of the interim assignment. Responsible for customer servicing across the global estate for all William Hill Online customers globally. Focussed on ensuring right sized and capable operations in place to deliver high level of customer service, supported through the use of the right technology, people and processes.
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Interim - Director of Customer Service
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Feb 2017 - Aug 2017
Interim role taking responsibility for the day to day leadership of William Hill customer service globally, and shaping and executing an industry leading customer service strategy.Developing best omni-channel servicing model and utilising in house and out source delivery model across the 1000 FTE.Optimising global footprint to balance costs, quality and talent across multiple global operations.
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AIG
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United States
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Insurance
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700 & Above Employee
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EMEA Head of Customer Contact
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Jan 2014 - Dec 2016
Responsible for customer contact for AIG across Europe, Middle East and Africa region through contact centres and other customer service teams. Delivered 13% average pa cost improvements over 2 years by deploying technology, restructuring operations, optimising the regional footprint, leveraging multi channel offering and transforming customer journeys. Grew direct sales revenue 16% in tough market conditions by improving customer experience through contact centre and online channels, through new retention and renewals processes, revising products and redesigning staff incentive schemes. Transformed through deployment and leverage of contact centre technologies - enhanced CRM, workforce management, automation, speech analytics, customer self service capabilities. Reduced staff attrition more than 60% in major markets through higher employee engagement, implementing career paths, and redesigning recruitment and talent management approaches. Won prestigious customer excellence award after cultural shift and customer journey redesign. Led 900 staff across 8 major AIG EMEA contact centres and 400 staff in outsourced contact centres delivering over 8m customer contacts pa. Managed budget in excess of US$50m. Show less
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Travel Guard
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United States
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Insurance
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100 - 200 Employee
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Board Director
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Jul 2009 - Dec 2013
Concurrent responsibility with Regional Managing Director role - Appointed as board director of AIG subsidiaries in Asia Pacific region. Rapidly set up board director structures in compliance with local market regulations. Ensured relationships with parent organisation and financial contracts with clients, was optimised for best financial outcome. Ensured compliance with all director's regulatory duties and responsibilities for Asia Pacific countries. Led entity to profitability within 2 years from start up. Show less
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Regional Managing Director, Asia Pacific
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Feb 2008 - Dec 2013
Recruited into AIG to move to Malaysia and establish and then run new AIG Asia Pacific subsidiaries with full end to end responsibility.Set strategy for new subsidiaries across entire Asia Pacific region.Achieved operational readiness in 5 months, attaining profitability by end of year 2 and managed subsequent annual growth rates in excess of 30%Developed and managed large network of medical providers across entire Asia Pacific regionEstablished customer experiences which became benchmark for other AIG operations globallyIdentified and realised new revenue stream opportunities and improve customer experienceEstablished pricing framework to optimise transfer pricing requirements across the APAC regionLed AIG crisis response to multiple significant scale incidents across the world, impacting AIG insureds.Full legal, P&L, and operational responsibility for US$ 25m AIG travel insurance subsidiary entities in Singapore and MalaysiaLed 160 staff across 5 Asia Pacific countries, delivering 8 language, 24/7, global customer experience to all AIG APAC customers.Board director of AIG subsidiaries in Asia Pacific region. Show less
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Qantas
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Australia
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Airlines and Aviation
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700 & Above Employee
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GM Business Systems
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Jun 2006 - Feb 2008
Appointed to head Qantas Holidays technology and e-commerce. Selected dynamic packaging online solution for Qantas Holidays website. Delivered division wide US$ 2m technology change program for supplier’s and internal core systems to improve resilience and increase sales and servicing capabilities. Transformed Qantas Holidays online content, significantly expanding online product range and enhancing core B2B systems. Led 50 staff and manage annual costs of US$ 12m supporting US$ 550m annual revenue for Qantas Holidays. Show less
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British Airways
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United Kingdom
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Airlines and Aviation
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700 & Above Employee
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GM Distribution, Contact Centre and IT, Asia Pacific
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Mar 2003 - May 2006
Promoted to assume full accountability for British Airways’ Asia Pacific contact centres and BA.com in addition to existing previous responsibilities.Created and implemented vision for multichannel sales and customer servicing. Grew online revenue by over 400% and customer self-service by more than 800% by transforming BA.com in major APAC countries.Delivered US$ 44m incremental annual revenue through direct sales teams and online channels.Implemented cost saving footprint changes including closure of BA contact centres within countries with tough labour regulatory requirements. Led 80 staff across APAC region and manage US$ 20m annual cost budget supporting US$ 650m annual APAC revenue . Show less
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Distribution and IT Manager, Asia Pacific
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Jan 2000 - Feb 2003
Selected to move to Asia Pacific Division to create and lead new regional distribution and IT teams across the region. Rapidly released cost savings of US$ 7m in response to rapid downturn of global aviation market, by initiating and delivering tactical regional efficiency projects.Increased average yield almost 10%, through creation and implementation of distribution and pricing strategy across all B2B, B2C distribution channels.Managed annual cost budget of US$ 14m and 16 staff and supported US$ 600m BA APAC divisional revenue. Show less
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Global Client Relationship Program Manager
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Jun 1997 - Dec 1999
Set up and run new program to transform client relationships, globally.Created global strategy for client incentive relationships.Led first multi airline incentive program, while staying compliant with all regulatory requirements.Represented BA and lobbied for BA's interest's on industry bodies
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Education
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University of Surrey
Bachelor of Engineering (B.Eng.) -
1999 - 2000
Cranfield University - Cranfield School of Management
Master of Business Administration (MBA)
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