Summary
Overview
Work history
Education
Skills
Websites
References
Timeline
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Marc Mousley

Derby

Summary

Accomplished financial services professional with over 15 years expertise in people leadership, team management and training and competence. Accomplished in delivering above-expected results while streamlining operations. Highly ambitious to affect change and bring results in a new environment. A driven and motivated individual, also skilled in financial analysis and client relationship management. Posessing strong communication and problem-solving abilities, essential for advising clients on financial strategies. Committed to delivering tailored solutions that enhance financial well-being and secure long-term goals.



Overview

10
10
years of professional experience
12
12
years of post-secondary education

Work history

Financial Planning Manager

Santander UK
Oxford
08.2023 - 01.2025
  • Delivered tailored investment advice aligned with Santander’s guidelines to meet customer objectives and goals
  • Sourced new clients and presented service value to increase interest
  • Managed portfolio oversight and maintained client relationships
  • Provided high-quality advice ensuring fair treatment for all customers
  • Delivered coaching and support to Customer Interactions team, fostering collaboration with key stakeholders
  • Proactively monitored conduct risk through analysis of key personal indicators and broader feedback
  • Ensured consistent adherence to advice and submission quality standards
  • Committed to regular professional development
  • Achieved targeted customer outcomes exceeding objectives
  • Secured new business through effective client engagement
  • Achieved 100% customer satisfaction in role
  • Enhanced branch teams' processes to better address clients' Financial Planning needs

Community Hub Director

Santander UK
Beeston & Long Eaton
07.2019 - 08.2023
  • Mentored and upskilled Branch and Customer Service Managers for team excellence
  • Directed branch performance through strategic resource deployment and customer focus
  • Delivered impactful change initiatives to drive branch transformation
  • Leveraged internal and external commercial insights to enhance customer-focused product and service delivery
  • Delivered oversight of combined operational and conduct risk compliance within multiple branches
  • Motivated teams to deliver exceptional customer service and exceed expectations
  • Directed digital innovation projects, enabling teams to assist customers in embracing personalised banking experiences
  • Cultivated strong local community ties supported by Santander’s programmes
  • Led Branch closure programs, ensuring staff remained motivated and operationally excellent
  • Oversaw career advancement of five branch colleagues
  • Achieved 90% employee satisfaction score for management support, coaching and team affiliation
  • Built strong peer relationships to enhance collaboration and achieve meaningful outcomes
  • Led digital transformation of branches by implementing inbound contact centre calls
  • Led branch transformation with strategic planning during COVID-19, maintaining safety and business goals
  • Supported awareness and fundraising events, raising over £15,000 for charity partners

Branch Manager

Santander UK
Swadlincote & Derby
05.2015 - 07.2019
  • Directed operations of large city centre retail bank
  • Managed branch operations with full accountability
  • Mentored Customer Service Manager to elevate team performance and service excellence
  • Inspired team to enhance customer loyalty and drive digital engagement
  • Directed training and compliance framework for five personal bankers
  • Oversaw operational and conduct risk governance for branch accountability
  • Delivered exceptional audit outcomes by transforming branch risk performance with effective recovery planning
  • Directed branch refurbishment in Derby, implementing new working methods during Santander’s digital transformation
  • Transformed customer satisfaction in a high-traffic city branch through data-driven service improvements
  • Achieved top performance rating, leading to promotion as Community Hub Director in 2019

Education

RO5 - Financial Protection

Chartered Insurance Institute
09.2023 - 01.2025

RO2 - Investment Principles and Risk

Chartered Insurance Institute

RO1 - Financial services, Regulation and Ethics

Chartered Insurance Institute

Institute of Leadership and Management Level 3 - undefined

Leeds Beckett University
01.2015 - 01.2016

BA (Hons) - Business Management

York St. John University
01.2006 - 01.2009

A-Levels - Business Studies, Law

The Pingle School and Sixth Form
01.1999 - 01.2006

Skills

  • People Leadership
  • Team management and development
  • Training and competence management
  • Regulatory Compliance Management
  • Communicating Complex Information
  • Financial Service processes & procedures
  • Risk Control and Oversight
  • Performance Analysis and Improvement
  • Client Relations Management
  • Customer Service Excellence
  • Stakeholder Engagement and Coordination

References

References available upon request.

Timeline

RO5 - Financial Protection

Chartered Insurance Institute
09.2023 - 01.2025

Financial Planning Manager

Santander UK
08.2023 - 01.2025

Community Hub Director

Santander UK
07.2019 - 08.2023

Branch Manager

Santander UK
05.2015 - 07.2019

Institute of Leadership and Management Level 3 - undefined

Leeds Beckett University
01.2015 - 01.2016

BA (Hons) - Business Management

York St. John University
01.2006 - 01.2009

A-Levels - Business Studies, Law

The Pingle School and Sixth Form
01.1999 - 01.2006

RO2 - Investment Principles and Risk

Chartered Insurance Institute

RO1 - Financial services, Regulation and Ethics

Chartered Insurance Institute

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Marc Mousley