Day in the Life: Martyn Cokayne
Job title: Head of Fraud & Revenue Assurance
Function: Finance Operations – CFO
Tenure : 15 years
Tell us a little about yourself?
I live in North Norfolk with my wife Mary and our two children William (14) and Olivia (9). I studied French & German at Bristol University, where I also met Mary. We both stayed on at Uni to complete our Masters in Business and French. I was born in Downpatrick (N. Ireland) but grew up in Germany, so a big Borussia Monchengladbach fan! I love my golf and try to get out on the course early most Saturdays and Sundays, come rain or shine – I feel very lucky to have such a lovely links course on my doorstep.
In a nutshell, describe your role and how you support our business objectives?
I lead a team of people across Fraud and Revenue Assurance – monitoring, mitigating, and managing financial risks. We work closely with stakeholders across the business to recommend and implement new financial controls, and where possible, financial recovery options and criminal pursuit. Our mission is to protect and improve the financial integrity of Three, while enhancing business value and customer experience.
What has been your career highlight?
It would have to be winning at the 2018 European Contact Centre & Customer Service Awards (ECCCSAs). My team scooped a Gold Winner in the Operational Effectiveness Awards for Best Risk/Fraud Management Initiative. ECCCSAs award organisations that value their people, continually innovate to improve the customer experience, and operate efficiently and effectively – I remain very proud of my team and their efforts to really drive improvements together with our Back Office teams in Tech Mahindra.
How have you supported your personal wellbeing during the past couple of years?
Lock down was a bit different for me early on as my usual routine was turned on its head and I suddenly found myself at home and not spending a chunk of the week on the road away from the family. I think they found it tougher than I did adjusting to having Dad around permanently and finally doing the school run!
Honestly, ensuring enough separation between home life and work life has been the key for me as well as finding ways to maintain it. Early on in lockdown the kids loved the occasional midnight walk along the seafront which has now become a bit of a ritual for us.
When you were a child, what job did you see yourself doing?
My father was in the military, so we got to travel and live in lots of wonderful places when I was growing up. I always thought I’d follow him into the army one day, but ultimately chose to follow a different path.
Give us a fun fact
According to Wikipedia, my surname derives from a mythical land where money grows on trees and was originally a nickname for an idle dreamer.