Mark Bramley is the Head of Business Management for HSBCs Global Retail Banking and Wealth Management Contact Centres. He has 35 years Financial Services experience working at HSBC including first direct, Egg and Barclaycard. Mark has developed and led customer service, sales, credit and transformation teams, engaging people across organisations, providing leadership, drive and motivation to deliver agreed strategies and plans. He is committed to making customers lives easier and passionate about customers and employees being central to planning and change initiatives, with technology as one of several transformation enablers. Mark delivers business plans with strong teams and policies that support and nurture market positions, brands and organisational culture. He has led HSBCs Voice ID global design and deployments.