Mark Lancaster Confidential Resume Team Lead Manager

Mark Lancaster Confidential Resume Team Lead Manager

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  1 RESUME - MarkLancaster ([email protected]) (0451-427-231) Professional Profile (LinkedIn mark-lancaster) I am a team leader / team manager with unique people management skills. I have both an analytical as well as conceptual mindset, enabling me to provide rich people and stakeholder management. I have extensive experience, across CRM, BI, Campaign Management and IT systems, making me a well- rounded Team Leader / Manager. My passion is to lead, develop, support and nurture a team of high-performing individuals, to achieve their full potential, both in and outside the workplace. My extensive experience spans 3 different countries, and covers Banking (Forex), CRM Database support (Automotive), as well as BI Marketing Campaign Development and Support experience (Insurance). I have worked in South Africa, the UK, and now Australia. I am a results-focused and dedicated professional, committed to add value to new projects in any sector. I am keen to learn new skills to complement my current knowledge. I am interested in working for a company that makes a difference in people’s lives, as this will align with my personal values. Key Skills  A real passion for leading and supporting a team of high-performing individuals  Excellent analytical, conceptual and critical thinking skills  Outstanding stakeholder and relationship management skills  Superior team Management, team building and performance management skills  Extensive Business analysis experience  Extensive international experience in large financial institutions  Has worked in both permanent staff and contractor capacities  Extensive IT support, development and systems analysis experience (15+ years)  Has worked with both Agile and Waterfall methodologies  Deep understanding of Insurance Marketing and Data Warehouse Operations  Extensive experience with Automated Campaign Management / Marketing automation  In-depth knowledge of Campaign Management tool Watson IBM Campaign (formerly UNICA)  Entire SDLC experience and understanding  Relational Database experience (enterprise level data warehouse) o DB2 (15 years) o ORACLE (3 years)  A clear and confident verbal and written communicator across international projects  Very thorough and methodical approach with the ability to take ownership
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  2 Professional Experience Author –Juneto Dec 2016 Self-published author  Self-published an anti-bullying book for children in middle grades (8-12yrs). The book is an action adventure, martial arts novel. The book serves as a fictional encouragement aid for children, highlighting the need to take action to overcome a bullying problem, as opposed to the normal reaction of ignoring it and hoping it will go away.  The title of the book is “GORINJAS – The beginning”, and is now available worldwide, in all eBook and paperback formats.  I have created an author profile which can be found at www.mark-lancaster.com, as well as a supporting FaceBook business page and YouTube channel.  I am a member of the Australian Society of Authors and the Children’s Book Council of Australia. Team Lead – Insurance Australia Group (Australia) –2015-June 2016 IBM Campaign (UNICA) support – Data Warehouse Operations team  Built trust by employing a servant-leadership approach to support, mentor, empower and encourage a very diverse team in both their career as well as personal development.  Managed performance through monthly 1:1 sessions, providing staff clarity and direction as required, ensuring customer service and business objectives are surpassed.  Removed knowledge silos which broadened team capabilities and stakeholder confidence.  Mentored under-performing staff to increase productivity, while developing other team member leadership capabilities, and encouraging character development.  Addressed communication gaps through structured stakeholder management in an Agile environment, enabling effective workload management.  Employed optimal time management to balance requirements between different projects, staff workload and system requirements.  Applied workload balancing to ensure continued staff performance, utilising the time for training or performance improvements of the system.  Managed and trained staff through implementation of new ITSM toolset, consolidating multiple service management tools and reducing confusion.  Adopted a customer mindset and applied conceptual thinking to understand change ramifications, ensuring a smooth transition to new service management approach.  Addressed Marketing campaign speed-to-market issues through closer stakeholder collaboration and structured quality assurance practices.  Provided SME input to RFP process for new automated campaign management system, ensuring current capabilities are met, and aiding selection, evaluation and purchase of new system.  Adopted multiple and varied team building activities, encouraging engagement and fostering a positive working environment and mindset among team members.  Ensured continuous system stability as well as campaign volumes to call centres and mail houses, ensuring marketing KPI’s were met and risks to customers eliminated or mitigated. Senior BI developer – Insurance Australia Group (Australia) –2011-2015 IBM Campaign (UNICA) support team – part of Direct Marketing Virtual team  Provided interim team lead support, ensuring continuity of system capabilities and support.  Clarified marketing campaign requirements through effective stakeholder management.  Advised and supported Campaign developers for pre and post optimisation marketing campaigns.  Ensured quality of campaigns through rigorous quality assurance and testing, reducing agency issues and after hours callout.  Created & amended campaign scheduling flowcharts in IBM Campaign (UNICA) for all strategies - retention, cross sell, upsell, pre and post renewals, including contact optimisation.  Scheduled daily marketing campaigns to achieve optimal runtime.  Provided ongoing system maintenance as well as overnight, on-call support.
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  3  Amended Unixscripts (and creation of new) using Putty, ensuring continued link between UNICA and ControlM, as well as FTP processes.  Provided quality documentation on SharePoint of new/amended processes & guides.  Queried, tested and analysed issues using SQL (DB2 Command Editor & Monitor, ORACLE SQL Developer)  Created new DB2 tables to support additional functionality  Designed and requested implementation of new ControlM job schedules to support new processes Marketing Campaign Analyst and CRM Support – Ford Motor Company (UK) –2003-2011 Technical member of Interactive Consumer Marketing Campaigns team and Data Management team  Provided lead technical support for Campaign management team for conversion of campaigns from outdated XCHANG platform to IBM UNICA platform, to enable richer functionality.  Analysed campaign performance across all European markets, providing monthly metrics to aid management marketing decisions.  Provide SME support related to enterprise DB2 Customer & Prospects Database, table organization, Indexing & SQL query efficiency for marketing campaigns  Personal responsibility for ETL process of all customer PII data from all European markets to an enterprise DB2 database, ensuring data integrity & resolution of all data related issues, including language character set anomalies. This ensured that customer data could be viewed in their native language in any country. Other Roles Systems Analyst – Ford Motor Company (UK) –1998-2002 Member of Customer information & prospects CRM system rollout team Systems Analyst - Standard Bank (South Africa) - 1992 - 1998 Member of Foreign Exchange system development and maintenance teams (including team lead) Senior Analyst programmer - Standard Bank (South Africa) - 1989 - 1992 Member of Foreign Exchange system development and maintenance teams Programmer - Robert Bosch Electrical SA (Pty) Ltd - 1987 - 1989 Accounting package software support Education and Qualifications  Coaching essentials as a leader course  Inclusive leadership workshop  Spark Leadership & purpose training  Conflict resolution course  Assertiveness at work course  Running effective meetings workshop  ITIL Foundation training certification  Assyst service management  JIRA fundamentals workshop  AGILE Fundamentals workshop  Informatica fundamentals  IBM UNICA Campaign Management Tool Campaign designer course  Valex XCHANG Campaign Management tool User course  South African Computer Users Council Programming diploma  Van Zyl & Pritchard Structured Cobol programming certificate  Matric (A level equivalent) in South Africa  Numerous In house training courses in many different disciplines
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  4 Personal Details I haveheld other positions of responsibility, such as Shooting club chairman, Rhodesian Ridgeback Federation vice-chairman, and assistant martial arts instructor. I am an avid scuba diver and underwater videographer. I am also a self-published author. I have travelled extensively, which has provided me with a much broader outlook on life. Referees I am happy to provide referees upon request.