Billy Smith Email & Phone Number

West Of Scotland

Nationwide is the world’s largest Building Society serving over 14 million members. As Local Director, led 9 branches in Scotland, responsible for delivering agreed business and service objectives, strategic projects and working within budgets, whilst meeting FCA regulatory requirements.Key AchievementsConsistently achieved service matrix scores above 95% for customer satisfaction, which were the highest in the country and remained in the top 3 over the last 12 months. Achieved through consistent messaging, regular reviews, concentrated focus, addressing poor performance, and raising the expected standards of team members. Achieved lasting and positive change by building collaborative relationships with branch managers. Created a support network to deliver combined goals and achieve overall team success. Mortgage, protection and financial service activity moved to top place in Scotland working with Area Managers to conduct joint branch visit and agree clear objectives with regular review to improve appointment activity, consistently scoring above 95% of weekly capacity and revenue above 120% of corporate goal.Initiated and coordinated 29 key espresso training sessions for over 240 people within the Region to address employee skill gaps: using interactive tools, new technology and local expertise to achieve improved levels of competence, whilst achieving minimum operational disruption. This initiative has now been extended to other Regions within Nationwide.Conducted detailed investigations and chaired complex disciplinary hearings, with no appeals being upheld and no subsequent employment tribunal hearings. Feedback from the HR teams and the relevant senior leaders were praiseworthy of the correct and fair decision being made by myself in line with the Society core values.

Scotland

Remote Manager of the Branch network leading 34 Branches. Designed, implemented and regularly reviewed team plans to exceed overall business and service objectives. Developed and maintained external customer relationships to increase business revenue, coached team members to build upon their strengths and to meet regulatory requirements of individual rolesKey Achievements:Non Exec Leader of the Year - Finalist 2014Area Manager of the Year - 2010, 2011, 2014Led the successful integration programme of Dunfermline Building Society with Nationwide involving relocation decisions, the transfer of 150 colleagues and the closure of the existing Branch networks in Scotland. Owned and effectively delivered the people change programme through regular consultation sessions and engaging communication seminars. Initiated a new structure of Deputy District Managers undertaking direct supervision of this role in order to give tailored support to the branch teams who were going through the integration programme. Enabled individual development and structured support for emerging talent to gain valuable remote management experience, which led to an improvement in service tracker, people engagement and customer outcome performance to number 1 in the Society.Championed colleague involvement in the local community as part of the building societies Corporate Social Responsibility programme by leading the volunteering initiative for a National charity with all 34 Branches of the Retail network involved in fund raising contributing to a £100,000 donation for Motor Neurone Disease.

Central, Fife & West Of Scotland

Dunfermline Building Society was a Building Society since 1869 and later became a trading division of Nationwide Building Society before the merger in 2009. As Senior Retail Manager was instrumental in the achievement of retail investment, mortgage business and other income through the Branch network. Developed third party relationships with Aviva, Axa, Credit Suisse and others. Responsible for the management and development of all Branch network staff.Key AchievementsSourced a new external contact and initiated a pilot programme within Area to increase financial services revenue by building a successful partnership with Professional Estate planners. Worked closely with the management team to educate their people in conversational selling and created a joint service agreement. £80K in new income generated in year one and a further £250K in year two when launched to the Branch network. Contributed to 25% of the annual financial services income target.Created ‘ Living with Change’ workshops in collaboration with an external executive coach and personally delivered these to every team member in 34 Branches. This instilled a positive approach to forthcoming re-structure program, resulting in over 90% success rate of our people securing new roles as part of the merger with Nationwide Building Society.