Ben Leach Email & Phone Number

Derby, England, United Kingdom

National

• I was handpicked to build and lead the end-to-end Mortgages for over 55's advice proposition. I drove increased market share in the Later-life lending sector, collaborating across the Society, managing cross-functional.
• Led the setup and scaling of the new team of 140 Advisers and 20 Managers, achieving full competency within ten months of launch, operating nationally across 600 branches and 3 contact centers on a face-to-face.
• Optimised lending transactions, driving a 48% growth to over £700 million annually.
• Fostered an inclusive and engaging colleague experience, resulting in over 78% employee satisfaction.
• Initiated and led a customer journey review, utilising agile methodology to deliver operational improvements and efficiencies equivalent to £1.2 million.
• Spearheaded technology innovations, resulting in a 7% increase in customer satisfaction and an overall satisfaction score exceeding 90%.

The North Of England & Scotland

• I mentored a team of 90 colleagues across 120+ branches, providing residential mortgage and protection advice, optimising customer outcomes and experience, and delivering exemplary employee experience. I also managed a.
• Optimised commercial performance, achieving a 44% increase in overall lending transactions to over £1 billion per year and a 38% uplift in customers protecting their mortgage or home.
• Delivered a first-class risk profile, ensuring over 95% of customers received a fair outcome.
• Led the Telephony Protection Advice suite of operational improvements, resulting in a 19% uplift in customer application rates and improved customer experience.
• Led the Appointment Manager project, reducing unfulfilled appointment availability by 86%, leading to a 3% increase in customer satisfaction and efficiencies equivalent to £540k.
• Initiated and delivered the communication and engagement project, redefining communication mechanisms for mortgage consultants, resulting in a 3% uplift in customer fair outcome rates and a 7% uplift in employee.

Swindon, England, United Kingdom

• I was hand-picked by the Distribution Director to join the team as an SME. I liaised with senior leaders and stakeholders across the Society to lead projects aligned with the Society's strategic goals. I exercised.
• Successfully delivered the Telephony Advice project, enabling telephony mortgage advice for a population of approximately 550 mortgage consultants, uplifting customer satisfaction by 4% and generating efficiency gains.

Yorkshire, Lincolnshire, Nottingham & Derbyshire

• I mentored a team of approximately 10 Mortgage Advisers, facilitating over £125 million in lending annually. I offered coaching to enhance performances across commercial, customer experience, and risk metrics while.
• Achieved growth across all key performance indicators, leading to a 39% increase in lending and a 62% increase in customers protecting their homes and mortgages.
• Delivered >93% fair customer outcomes and consistently achieved >91% employee satisfaction.

Leeds, England, United Kingdom

Key achievements- Top 10 sales performance across c200 advisers- >92% fair outcomes- >91% Customer satisfaction- Multiple national awards; “Model FPM North”, “The best overall approach to business” and recognised as 1 of 10 “Elite” FPMs nationally across a team of c200 advisers- Provision of holistic financial advice across investments (Unit trusts, ISAs.

Leeds, England, United Kingdom

Key achievements- Top 10 sales performance across c550 advisers- >95% fair customer outcomes- >90% Customer satisfaction- Recognised nationally for exemplary whole-role performance- Provision of residential mortgage and protection advice (life and critical illness cover) and non-advised home insurance while delivering an exemplary customer experience and.

Leeds, England, United Kingdom

- The forging of exemplary relationships with customers to help them find suitable solutions to their banking (current accounts, credit cards, savings), borrowing (personal loans and credit cards) and home insurance needs while providing a first-class customer experience.- Collaboration with the branch leadership team to coach and develop front-line.

Leeds, England, United Kingdom

- Delivery of a world-class customer experience, handling general queries and banking transactions and identifying opportunities where products and services may benefit a customer's financial requirements.

Wakefield, England, United Kingdom

- The management of billing and reconciliation of works across all nine high-security prisons in the UK. Liaising with suppliers to identify where services had been provided and goods supplied to ensure that invoicing was paid correctly and promptly.

Leeds, England, United Kingdom

- Responsible for managing stock levels within the store, ensuring that forecasting was accurate and that stock flow into the store met customer demand appropriately.

Leeds, England, United Kingdom

- Led a team of six individuals managing stock levels within the store, ensuring that forecasting was accurate and that stock flow into the store met customer demand appropriately.