Mark Saxon

Captain
DISC Type : DS

Customer Operations Director at Centrica

Kingston upon Hull, England Metropolitan Area, United Kingdom

Overview

Mark Saxon is a dynamic leader in customer operations with extensive international experience at major financial institutions like HSBC and Centrica. He specializes in transforming customer experiences by leveraging technology and optimizing BPO strategies. Colleagues describe him as a disciplined, customer-focused, authentic, and passionate leader who excels at developing his teams.

He has a vast history of managing large, globally dispersed teams, having led operations in the UK, Mexico, Malta, Egypt, India, Malaysia, the Philippines, and China. Mark is passionate about building connections and relationships, particularly in remote and multi-site work environments, and has shown a keen interest in emerging technologies.

After an impressive 26-year career at HSBC, Mark transitioned to a new director-level role at Centrica.

Personality Overview

Consummate Professional

Long-Term Thinker

Planner & Achiever

Reading between the lines and seeing beyond your words comes naturally to them.  They are very professional in their approach and can weigh multiple perspectives together. They might take some time to make their mind up but once they do, they don't change it easily.

Topics They Care About

Customer Experience
His entire career, headline, and recommendations highlight a relentless focus on delivering exceptional and award-winning customer service through operational excellence.
Global BPO Strategy
He has a proven track record of migrating work to India and the Philippines and has managed large-scale offshore and insourced contact centre operations for HSBC.
Generative AI
He recently completed a "Generative AI for Business Leaders" course, signaling a direct and current interest in applying AI to business and customer service.

Media Appearances

Mark has no verified media appearances

Work History

1-2025
Customer Operations Director at Centrica
4-2023 - 1-2025
Senior Director at Concentrix
6-2019 - 4-2023
Head of Global Contact Centre Operations (SVP) at HSBC
1-2018 - 5-2019
Head of UK Contact Centre Operations at HSBC
8-2015 - 1-2018
Head of Specialist Customer Service Operations at HSBC

Education

2013 - 2014
Diploma from Institute of Financial Services

More Information

Social Presence :

Prographics :

Exp : 10 Location : Kingston upon Hull, England Metropolitan Area, United Kingdom Job Level : Mid-senior Designation : Customer Operations Director at Centrica
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Insights For Selling To Mark

During A Call Or A Meeting

DO's

  • Suggest clear next steps with confidence, don't be vague or hesitant
  • Let them know of potential risks but suggest mitigation methods alongside
  • During followups, use phone or text if needed, they should be fine

DONT's

  • Don't take their patience for granted, avoid long-winding sermons
  • Avoid putting conscious effort into relationship-building
  • Don't go over them unless you are left with no other option

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Mark is

  • Strong proof of impact and their conviction will matter the most, but they wouldn't want to act unilaterally either
  • Will you ever get a clear answer from Mark

  • They will say no if they are not convinced but you will have to prompt them.

Insights For Deal Planning

    How fast (or slow) will Mark move?

  • They will want to understand things well but can move fast once they have a clear picture.
  • Can Mark take some risk or not?

  • They have good risk tolerance but are likely to think it through once or twice.

You And Mark

Personality Compatibility


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