Mark Finney
About Mark Finney
Mark Finney serves as the Manager of Retail Protection Customer Service at Legal & General, where he has worked since 2005. He previously held the position of European Collections Manager at American Express for 11 years, contributing to significant business growth and staff engagement improvements in his current role.
Work at Legal & General
Mark Finney has been employed at Legal & General since 2005, where he holds the position of Manager Retail Protection Customer Service. In this role, he has overseen significant developments within the contact centre team, particularly during a period of substantial business growth. His leadership contributed to the successful implementation of gender-neutral pricing, which resulted in an 80% increase in profits. Finney has also played a key role in enhancing service quality and staff engagement within the organization.
Previous Experience at American Express
Before joining Legal & General, Mark Finney worked at American Express for 11 years, from 1990 to 2001. During his tenure, he served as the European Collections Manager. His experience at American Express provided him with a strong foundation in customer service and management, which he later applied in his current role at Legal & General.
Achievements in Customer Service Management
In his current role, Mark Finney has led initiatives that resulted in a 25% improvement in quality scores within the Protection New Business sector. He championed the development and implementation of a coaching framework that not only enhanced service delivery but also reduced staff absence and increased staff engagement. His efforts have been recognized, as he achieved top 3 staff engagement scores among managers for the past three years.
Education and Expertise
Mark Finney studied at Tideway in Newhaven from 1975 to 1982. His educational background has contributed to his expertise in customer service management and team leadership. The skills and knowledge gained during his studies have supported his professional development throughout his career.