RESUME - Mark Lancaster (MarkLanc777@gmail.com)

(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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Professional ExperienceAuthor –June to Dec 2016Self-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 2016IBM 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) –2011-2015IBM 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. Amended Unix scripts (and creation of new) using Putty, ensuring continued link between UNICA

and ControlM, as well as FTP processes.

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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) –2003-2011Technical 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 RolesSystems Analyst – Ford Motor Company (UK) –1998-2002Member of Customer information & prospects CRM system rollout team

Systems Analyst - Standard Bank (South Africa) - 1992 - 1998Member of Foreign Exchange system development and maintenance teams (including team lead)

Senior Analyst programmer - Standard Bank (South Africa) - 1989 - 1992Member of Foreign Exchange system development and maintenance teams

Programmer - Robert Bosch Electrical SA (Pty) Ltd - 1987 - 1989Accounting 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

Personal DetailsI have held 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

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videographer. I am also a self-published author. I have travelled extensively, which has provided me with a much broader outlook on life.

RefereesI am happy to provide referees upon request.

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