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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 Experience
Author –June to Dec 2016
Self-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 2016
IBM 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) –2011-2015
IBM 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.

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 Amended Unix scripts (and creation of new) using Putty, ensuring continued link between UNICA
and ControlM, as well as FTP processes.
 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) –2003-2011
Technical 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 Roles
Systems Analyst – Ford Motor Company (UK) –1998-2002
Member of Customer information & prospects CRM system rollout team
Systems Analyst - Standard Bank (South Africa) - 1992 - 1998
Member of Foreign Exchange system development and maintenance teams (including team lead)
Senior Analyst programmer - Standard Bank (South Africa) - 1989 - 1992
Member of Foreign Exchange system development and maintenance teams
Programmer - Robert Bosch Electrical SA (Pty) Ltd - 1987 - 1989
Accounting 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

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Personal Details
I 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
videographer. I am also a self-published author. I have travelled extensively, which has provided me with
a much broader outlook on life.
Referees
I am happy to provide referees upon request.