Darin Landon Email & Phone Number

Coventry, England, United Kingdom

Coventry, United Kingdom

• Accountability for the Executive Leadership of the Society’s Distribution Channels, covering the branch network, agencies, direct mortgages, intermediaries and corporate communications
• Responsibility for the strategic oversight, direction and leadership of the Distribution Directorate, comprising c.850 employees across the Society’s 70 branches and 2 Head Office locations
• Directing the delivery of high-quality customer service across the Society’s Distribution Channels, ensuring service quality and appropriate outcomes for customers
• Leading the governance, quality and change management initiatives across the Distribution Directorate, in accordance with the strategic priorities and corporate plan
• Key member of the Executive Management Team, reporting to the CEO, and member of Retail Credit Risk Committee, Operational Risk Committee and Conduct Risk Committee. Chair of Resilience and Continuity Committee
• Executive lead representative for Coventry’s external Intermediaries relationships

Coventry, United Kingdom

• Accountability for the Executive Leadership of the Society’s Sales Channels, covering the branch network, agencies, direct mortgages, intermediaries, marketing and corporate communications
• Responsibility for the strategic oversight, and leadership of the operations, customer service, governance, quality and change management for the Division, comprising c.630 employees across the Society’s 70 branches.
• Member of Retail Credit Risk Committee and Operational Risk Committee
• Executive lead for Coventry’s external Intermediaries and financial third-party relationships

Coventry, United Kingdom

• Responsibility for the Senior Management of the Society’s branch network, covering 48 branches concentrated across the Midlands, covering branch operations and specialist support functions (including estate management.
• Leadership of the Society’s branch network refurbishment strategy, delivering the redesign of 46 branches over a 5 year period, within the allocated £1.5m budget per annum.
• Implementation of strategic resource planning across the branch network, to deliver improved flexibility and enhanced customer service outcomes for the Society’s members.
• Introduction of revised operational risk and control mechanisms across the branch network to support the Society’s below-median risk appetite and enhance member outcomes

Coventry, United Kingdom

• Responsibility for the Senior Management of the Society’s Direct Mortgages sales through its call centre operations, covering 40 staff handling c.200,000 customer calls per annum
• Achieved mortgage lending growth of over 300%
• Leadership of the call centre and support for the branch network through the transition to MCOB and ICOB regulation, to ensure overall regulatory compliance across the Society
• Delivery of the call centre improvement change programme to improve planning, forecasting, flexibility and quality outcomes for the Society’s members.

Coventry, United Kingdom

• Branch network project lead for the Society’s organisational-wide transformation programme
• Delivered the successful management of the system design and implementation for the Society’s regulated sales partnership with Aviva

Coventry, United Kingdom

Coventry, United Kingdom