Martin Lynch
Luton,Central Bedfordshire
Summary
Driven management professional offering over 11 years of management experience in sales and customer service roles. Focused and motivational coach adept at challenging team members to meet and exceed organisational goals.
Overview
19
19
years of professional experience
Work History
Team manager
Financial Ombudsman Service
Canary Wharf, Tower Hamlets
08.2013 - 09.2023
- Managed, motivated and developed a team of between five and twelve adjudicators to consistently deliver our organisational productivity and quality KPI's.
- Set SMART weekly targets, organised support workshops, conducted regular 1:1's, short huddles, weekly team meetings and completed regular quality checks to ensure the highest standards were met.
- Successfully managed underperformance by setting personal improvement plans (PIP's) and attendance support plans (ASP's) to bring performance back in line with organisational objectives.
- Conducted disciplinary investigations and hearings.
- Lead manager for staff engagement in our department and ran numerous events throughout the year to promote inclusion and support local and national charities.
Team leader
HSBC Bank
Hemel Hempstead, Hertfordshire
02.2012 - 02.2013
- Led team of 12 sales representatives to achieve KPI targets and successfully complete assigned projects.
- Responsible for 1:1's, coaching and feedback and holding team meetings.
- Professionally handled difficult customer complaints and objections over the telephone to maintain first-class customer service standards.
Learning and Development Officer
HSBC Bank
Hemel Hempstead, Hertfordshire
02.2011 - 02.2012
- Planned training schedules, prepared materials and booked necessary rooms and facilities.
- Conducted and evaluated training on internal systems, products services, procedures, communication and sales.
Team Service and Sales Coach
HSBC Bank
Hemel Hempstead, Hertfordshire
09.2008 - 02.2011
- Coaching Team Leaders on how to conduct effective coaching sessions with their teams using the 'GROW' model.
- Planning and delivering feedback.
Compliance Officer
HSBC Bank
Hemel Hempstead, Hertfordshire
05.2007 - 09.2008
- Responsible for ensuring the Bank met its regulatory requirements for selling products and services over the phone and data handling and storage.
Senior Sales Executive
HSBC Bank
Hemel Hempstead, Hertfordshire
2006 - 2007
- Supported the Team Leader with leadership responsibilities, including coaching, mentoring, and improvement to team performance.
Telephone Sales Representative
HSBC Bank
Hemel Hempstead, Hertfordshire
07.2004 - 09.2006
- Telephone sales role, selling products and services to customers.
Education
A-Levels - English
Cardinal Newman School
LutonA-Levels - Law
Cardinal Newman School
LutonSkills
- Excellent coaching and mentoring ability
- SMART goal setting
- Use of Power BI/KPI's to increase performance
- Experience of running performance improvement and attendance improvement plans
- Disciplinary investigation and hearing experience
- Planning and delivering workshops and training sessions to improve confidence, understanding, skillset and to improve performance
- Ability to communicate at all levels
- Adaptable to the changing needs of the organisation
Hobbies
- Playing guitar
- Watching movies
- Football
- Pickleball
Timeline
Team manager
Financial Ombudsman Service
08.2013 - 09.2023
Team leader
HSBC Bank
02.2012 - 02.2013
Learning and Development Officer
HSBC Bank
02.2011 - 02.2012
Team Service and Sales Coach
HSBC Bank
09.2008 - 02.2011
Compliance Officer
HSBC Bank
05.2007 - 09.2008
Senior Sales Executive
HSBC Bank
2006 - 2007
Telephone Sales Representative
HSBC Bank
07.2004 - 09.2006
A-Levels - English
Cardinal Newman School
A-Levels - Law
Cardinal Newman School
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