mark hayes
Summary
Experienced Matchday Steward Supervisor in premium hospitality seating and debenture areas. Career background primarily in financial services industry but more recently in charity sector.
Overview
37
37
years of professional experience
Work history
Matchday Supervisor, Lord's Cricket Ground
Marylebone Cricket Club
London
05.2018 - Current
- Supervised team of stewards and military personnel on major matchdays in premium seating and executive suites
- Strictly controlled the access of ticket holders, members, employees and visitors courteously and professionally; ensuring that MCC Regulations are adhered to in all circumstances
- Prepared/opened and secured/closed down designated stand on matchdays
- Performed crowd management responsibilities including safety/security checks and safe ingress/egress of spectators in designated stand
- Handled guest queries and complaints, offering direction and assistance as required
- Ensured ground regulations are observed, addressing any issues through pre-emptive action
- Performed Incident Management, Emergency Response and issue escalation
- Established excellent relationships and rapport with guests and colleagues
- Radio holder for designated area
- Reported and maintenance and cleaning requirements
- Conducted pre-event planning and team briefings
- Provided support at functions and events, by controlling entry points, providing a meet-and-greet service and directing guests to function locations
- Provided concierge-type service and information point for employees, casual workers, MCC members and visitors at functions
- Await NVQ3 qualification - Spectator Safety Supervision (portfolio submitted)
Transformation Manager
The Prince's Trust
London
11.2020 - Current
- Led transformation programmes, establishing clear vision and standards for success
- Managed a team through role-model leadership
- Drove team performance and improvements in diverse, inclusive working culture
- Collaborated with senior stakeholders and external partners, influencing direction in complex environments
- Coordinated program initiatives, aligning project activities with organizational goals
- Set team priorities, maintained schedules and monitored performance for optimum results
- Acted as point of contact for high-level queries and represented team at senior leadership meetings
Business analyst
SS&C Technologies
Basildon, Essex
01.2019 - 08.2020
- Produced written documentation and visual presentations to report data to influence key stakeholders
- Facilitated meetings/workshops with internal and external stakeholders
- Identified areas for improvement, devising and implementing cost-effective solutions to improve results
- Devised and led operational changes to generate significant improvements and measurable results in line with business objectives
- Applied strong analytical skills to translate business requirements into effective technical solutions
- Collaborated with cross-functional teams to implement operational improvements and business strategies
- Analysed business processes, systems and data to identify opportunities for enhancement and efficiency
Lead Business Analyst, Change Management, e-Commerce
HSBC Securities Services
London
12.2003 - 07.2017
- Represented as ambassador for the Bank, visiting many customers and colleagues in UK and Asia to deliver highest level of personal training and support.
- Organised and facilitated customer-focus groups and workshops, conducting follow-up communications and assessments with attendees
- Oversaw engagement of a broad range of individuals in multiple locations and countries including Business, IT, Change and Product Management, Client Services and Operations
- Managed team of Business Analysts, including quality control of all outgoing documentation and introduction of best practices
- Conducted interviews, training, oversight and development of new colleagues; monitoring progress against individual performance plans
- Handled ad-hoc queries from colleagues and customers, leading by example and demonstrating full support and task ownership through to resolution
Settlements Relationship Manager
HSBC Global Investor Services
London
07.1996 - 12.2003
- Managed large team responsible for timely execution and monitoring of large-volume, high-value market instructions in pressurized environment
- Coordinated and executed high-impact initiatives including the Midland/HSBC Securities Services rebranding and Y2K compliance, ensuring seamless transition and minimum impact to customers
- Represented HSBC as Relationship Manager on various industry Working Party Groups and committees; conducting impact assessment and communication of relevant changes
Team Leader, Settlements
HSBC Institutional Fund Services
London
10.1986 - 07.1996
- Led team responsible for input, monitoring, settlement and exception management of client instructions to market
- Spearheaded initiatives to reduce customer queries, improve matching and settlement rates and enhance process efficiencies within team
- Modernized development and training plans for new colleagues
Education
Secondary School Education
Mill Hill County High School
London 04.2001 -
Skills
- Health and safety awareness
- Rapport building
- Conflict resolution
- Event assistance
- Site patrolling
- New staff training
- Event planning
- Teamwork and collaboration
- Communication and rapport building
- Flexibility
- Teamwork
- Knowledge of Ground Regulations and Club Policies
Qualifications
- Completed Level 3 Certificate in Spectator Safety Supervision (awaiting certification from 1st4sport Qualifications)
- Completed NCFE Cache Level 2 in Understanding Safeguarding & Prevent certification
- Completed Conflict Management Training (Total Resolve Training Limited)
- Completed First Aid and Fire Response Training (Marylebone Cricket Club)
Interests
- Volunteer - Membership Secretary for Billericay Residents Association
- Volunteer helper at Billericay Community Cinema
- Volunteer event steward and Tour Guide for Open House London annual festival
- Enjoy sports particularly cricket and football, personal fitness and wellbeing, theatre-going, travel, arts, museums
Timeline
Transformation Manager
The Prince's Trust
11.2020 - Current
Business analyst
SS&C Technologies
01.2019 - 08.2020
Matchday Supervisor, Lord's Cricket Ground
Marylebone Cricket Club
05.2018 - Current
Lead Business Analyst, Change Management, e-Commerce
HSBC Securities Services
12.2003 - 07.2017
Secondary School Education
Mill Hill County High School
04.2001 -
Settlements Relationship Manager
HSBC Global Investor Services
07.1996 - 12.2003
Team Leader, Settlements
HSBC Institutional Fund Services
10.1986 - 07.1996
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