Paul Jones in

Paul Jones

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Head Of Customer Service & Complaint Operations at Marks and Spencer Bank
📍 England, United Kingdom

Paul is a highly dynamic Financial Services leader with 25 years of international experience. He specializes in managing large-scale operations and delivering complex initiatives, operating across customer, commercial, and technology boundaries. His peers describe him as a hugely supportive senior leader with vast experience in contact centre management.

He was recognized for his leadership, receiving awards from the Customer Contact Association (CCA) from 2011 to 2013 during his tenure at Bank of America.

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Experience
19 Years
Current Role
Head Of Customer Service & Complaint Operations
Job Level
Mid-senior
Location
England, United Kingdom
Personality Overview

How Paul shows up

Communication Style
Decision Approach
Work Preference

Behavioral traits and communication patterns that shape how this person evaluates opportunities, builds trust, and makes decisions in professional settings.

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Priorities

Topics Paul cares about

Large-Scale Operations
Has extensive experience leading large, multi-site teams of over 500 FTE in the UK, Ireland, and India for companies like Bank of America and M&S Bank.
Customer Service Strategy
His career includes multiple senior leadership roles focused on customer service and complaint operations, indicating a deep focus on the end-to-end customer experience.
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Career

Work history

3-2018
Head Of Customer Service & Complaint Operations
Marks and Spencer Bank
10-2016 - 3-2018
SVP Head of Payment, Credit and Fraud Operations
MBNA
7-2014 - 8-2015
SVP Head of Risk Operations – Credit Acquisition, Fraud and Collections UK and India
Bank of America
6-2012 - 7-2014
SVP Head of Customer Service Operations and Vendor Management
Bank of America
9-2010 - 7-2012
SVP Head of Customer Service and Vendor Telemarketing
Bank of America
In the press

Media appearances

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Education
1988 - 1994
Education details unavailable
Rainhill High School
Education details unavailable
Rainhll High School
Social presence
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Behavioral profile

DISC profile (public)

DISC behavioral profile

Dominance, influence, steadiness, and calculativeness scores with guidance on how this person prefers to communicate and decide.

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