Ben Leach Email and Phone Number
As a dedicated Director of Distribution & Operations, I have demonstrated a consistent ability to optimise customer and colleague journeys, drive large-scale efficiencies, and enhance operational performance. With a proven track record spanning over 16 years at Nationwide Building Society, I have honed my expertise in strategic planning, innovative solution implementation, and cross-functional team leadership to achieve organisational objectives. In my most recent role as Deputy Director of Mortgages for over 55’s, I was hand-picked to lead the end-to-end Mortgages for over 55's advice proposition.By collaborating across the Society and managing cross-functional and external relationships, I drove increased market share in the Later-life lending sector while optimising customer journey times and outcomes. I successfully led the set-up and scaling of a new team of 140 Advisers and 20 Managers, achieved over £700 million in annual lending transactions, and fostered an inclusive colleague experience resulting in over 78% employee satisfaction. Furthermore, in my previous role as Deputy Regional Director of Residential Mortgages, I led a team of 90 colleagues across 120+ branches, delivering a 44% increase in overall lending transactions to over £1 billion per year. I spearheaded various initiatives, including the Appointment Manager project, optimising advisor capacity and reducing customer wait times, resulting in a 3% increase in customer satisfaction and efficiencies equivalent to £540k. Additionally, I was nominated for Employee of the Year in recognition of inspirational leadership. In my previous roles as Distribution Change Leader and Area Manager - Residential Mortgages, I consistently delivered exceptional results by leading strategic projects aligned with organisational goals, enhancing customer and colleague experiences, and achieving efficiency and commercial gains. I am excited about the opportunity to leverage my expertise in distribution and operations management to drive impactful change and deliver superior results.
Mortgage Advice Bureau
View- Website:
- mortgageadvicebureau.com
- Employees:
- 828
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Partnership Sales ManagerMortgage Advice Bureau May 2024 - PresentDerby, England, United Kingdom
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Deputy Director - Mortgages For Over 55'SNationwide Building Society Nov 2018 - May 2023NationalI 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 and external relationships to optimise customer journey times and outcomes, achieving business objectives and KPI performances. I implemented a risk and governance strategy, ensuring compliance with regulatory requirements, and addressing emerging risk trends. I managed a budget of approximately £10 million annually, monitoring performance and capacity metrics to achieve corporate plan objectives.Selected Accomplishments:▪ 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, telephony, and video-to-customer basis.▪ 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%.▪ Achieved exemplary operational and regulatory risk profiles, ensuring over 98.5% fair customer outcomes and the highest possible compliance ratings.▪ Led a Society-wide complaint task force, reducing a complaint pipeline by 67% over 4 months. -
Deputy Regional Director - Residential MortgagesNationwide Building Society Aug 2017 - Nov 2018The North Of England & ScotlandI 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 budget of approximately £4 million annually, monitoring, and optimising key performance metrics and capacity across branches and video to customer locations to achieve corporate plan objectives. I acted as the national lead for customer experience, collaborating across the Society, shaping customer journeys, and leading continuous improvement projects to enhance customer outcomes.Selected Accomplishments:▪ 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 engagement, achieving over 82% employee satisfaction.▪ Nominated for Employee of the Year in recognition of inspirational leadership.
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Area Manager & Distribution Change LeaderNationwide Building Society Mar 2017 - Aug 2017Swindon, England, United KingdomI 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 waterfall methodology to design and deliver policies and processes that enhanced customer and colleague experiences while achieving efficiency and commercial gains.Selected Accomplishments:▪ 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 equivalent to £460k.
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Area Manager - Residential MortgagesNationwide Building Society Sep 2013 - Mar 2017Yorkshire, Lincolnshire, Nottingham & DerbyshireI 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 creating a first-class colleague experience.Selected Accomplishments:● 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.
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Financial Planning ManangerNationwide Building Society Jul 2008 - Sep 2013Leeds, England, United KingdomKey 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, investment trusts), protection, (Life, Critical Illness, Income Protection and Whole of life), pensions (Personal pensions and Annuities) and inheritance tax planning utilising best of breed products from across the market while delivering exemplary customer experiences and outcomes.- Recognised as 1 of 10 “Elite” FPMs across the society, due to exemplary whole role performance, including member experience, commercial performance, and risk management. Hand-picked by the Director of Financial Planning to support the shaping and development of the Financial Planning proposition, working as an SME as part of change projects to evolve policy and process, piloting new product innovations and mentoring and coaching FPM colleagues.- Responsible for coaching, developing and mentoring branch colleagues, working collaboratively with branch and area leadership teams to enhance the skills and capabilities of front-line colleagues to identify customer financial planning needs, delivering a significant uplift in customer needs met and customer experience and satisfaction.
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Mortgage ConsultantNationwide Building Society Apr 2007 - Jul 2008Leeds, England, United KingdomKey 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 industry-leading customer outcomes, generating both member value and income for the Society.- Working collaboratively with Financial Planning colleagues to identify customers' additional protection and investment needs and making appropriate referrals to provide a holistic advice journey, enabling customers to optimise their financial planning.- Coach and mentoring of branch colleagues, inspiring them to identify opportunities to help more customers with their mortgage needs. Working collaboratively with the branch leadership team to co-coach front-line colleagues resulted in high levels of cross-team collaboration to better meet our customer's needs and a significant uplift in customers helped with their mortgage lending needs.
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Personal Banking ManagerLloyds Banking Group Oct 2005 - Apr 2007Leeds, 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 colleague skill and capability to opportunity spot, generating a significant uplift in customers helped across the spectrum of Lloyds personal finance products. -
CashierLloyds Banking Group Aug 2005 - Oct 2005Leeds, 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.
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Accounts Clerk & Payment CoordinatorHm Prison And Probation Service May 2005 - Aug 2005Wakefield, 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. -
Stock & Systems AssistantTesco Sep 2003 - May 2005Leeds, 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. -
Stock & Systems SupervisorSafeway Oct 1999 - Aug 2003Leeds, 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.
Ben Leach Education Details
Frequently Asked Questions about Ben Leach
What company does Ben Leach work for?
Ben Leach works for Mortgage Advice Bureau
What is Ben Leach's role at the current company?
Ben Leach's current role is Dedicated Distribution & Operations Leader | Streamlining Operations for Optimal Efficiency and Customer Satisfaction. DipFA, CeFA, CeRER, CeMAP & CeSRE qualified..
What schools did Ben Leach attend?
Ben Leach attended The University Of Salford.
Who are Ben Leach's colleagues?
Ben Leach's colleagues are Zoe Crosby, Joshua Hayselden, Maxine Mcknight, Gavin Smith, Rachel Cornes, Vicki Lindsay, Janet Nicholls.
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Ben Leach
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