Christopher Mowll

• Most recent projects for 2024/2025 include Speech Analytics Integration, SMS and e-mail initiatives, and deployment of Gen AI across all call centres across brand (HSBC, M&S Bank, First Direct). Phase 1 cost saves for Gen Ai are in excess of £1.5 million.
• I have previously led projects overseas for Sales, Collections and Fraud dialler migrations in Hyderabad, Bangalore, Singapore, Manila, and Malaysia, as well UK markets.
• As part of a consultancy project for HSBC I managed dialler integration for HSBC France Collections. Initial cost savings for France for Year 1 (based on 25% efficiency gain, with same FTE head count), equated to £1.2 million increase in collected revenue per annum.
• Responsible for 3rd party IVM integration within M&S Bank Collections, saving 10 FTE (£325k), by automating part of M&S Outbound calling strategy and utilising 3rd party vendors to deliver to risk strategy.
• Previous projects involve setting up of Blended Dialler for HSBC Direct Sales in Leicester, Hamilton, Swansea, Leeds, and Birmingham - yielding 30% increase in overall occupancy and increasing overall sales conversion rates with no additional FTE requirement.
• Current projects on my runway include AQM for speech analytics and Chat, NLP, and WhatsApp.
• A primary function of my role is to ensure our communications strategy meets operational business needs, to enable delivery of all operational SLA's. Therefore, I am required to identify new telephony database technology, ensuring we deliver all telephony development to drive cost-effective contact centre strategy, and to ensure we keep pace with industry technology and performance.
• I have gained a wealth of experience with 25+ years I have been in the finance Industry, with the last 15+ years focussed solely on speech call centre and dialler technologies, call centre management, resource planning, MI, delivering new initiatives, managing teams effectively and providing support across multiple business areas.

Starting as a collections advisor in 2003, then progressing to middle management roles in Fraud, Risk and Underwriting, Training and Collections. I moved to Marks and Spencer Finance (now M&S Bank) in September 2003 as an Operations Team Manager, initially assisting with the launch of the &MORE credit card.