Mike M.

A professionally qualified, highly effective people manager with twenty-seven years of Financial Services and customer service experience. Mike has a proven track record of developing people, implementing change successfully and achieving business objectives.

Mike’s corporate responsibilities included performance managing and developing hundreds of staff, managing the operation of ten separate customer service sections and the delivery of first-class customer service excellence in 140 different locations to thousands of customers. As a Regional Customer Service Manager for a major UK Bank, he quickly realised that service excellence and the relationship with customers is also key in achieving business results.

Using both his mix of roles and experience together with his enthusiasm and passion for developing individuals to fulfil their potential, Mike’s facilitation, training, and coaching is now in great demand. His areas of expertise include:

• Management, leadership, personal development, and customer service training: Mike delivers a wide range of leadership, individual development, management development, coaching, and customer service skills training to staff at all levels. He has worked in a wide range of industries in most industrial sectors and regularly works throughout the UK, Europe, and the Middle East.
• Events he has been closely involved with include N Power’s team leader "inspire" programme, Manchester Airports Group Management Development Programme, BAE Systems Certificate in Management, Deutsche Bank’s Graduate induction programme, and Northgate’s customer service improvement project.
• Individual coaching and outplacement: Undertaken 1:1 coaching, mentoring, and career counseling at all levels, from team leaders to senior executives. Mike has supported individuals from both the private and public sectors.
• Recruitment, selection, and assessment centres: Having the right people and being able to develop them in the right ways starts with recruiting the right people. Mike has assessed and recruited at more than 300 development centres throughout the UK and has participated in the selection of more than 2,500 individuals at most levels up to senior management.

Mike has recently worked with Virgin Trains, Manchester Airports Group, Alliance and Leicester Bank, Barclays Bank, HBoS, Ministry of Defence, Bae Systems, QinetiQ, Direct Line Insurance, EDS, Firmenich UK, Dairy Crest, Serco, Enterprise, British Library, Pirelli Tyres (UK) Ltd, Serco, Enterprise, B Sky B, Royal Mail, Defra, Rural Payments Agency, MBC, Northgate IS, Smurfit Print, British Nuclear Group, BT, ATL Telecom, O2, Cable & Wireless, International Fund for Agricultural Development, British Gas, N Power, Wrexham Council, and GE International.

As a confident communicator, effective thinker, and innovative leader, he designs and delivers bespoke programmes and training courses that achieve specific beneficial outcomes for both the individual participants and the organisation.