Marc Bradley Email and Phone Number

Key Objective of role: Responsible for the remote management and supervision of Mortgage Advisors spread across the north of England and Scotland who transact with members on a primarily, video to member basis where they deliver seamless mortgage advice while addressing a variety of member needs such as Life and CIC Insurance and General Insurance making every interaction the legendary service that the worlds largest building society Nationwide is known for.

Key Objective of role: Direct supervision of 13 experienced Mortgage Advisors including 1 Deputy Manager, I had the privilege of working collectively and regionally, coaching my team to offer honest and tailored advice, helping them identify their members needs and building long term relationships as well as protecting members and their families futures and finances.Key Achievements: • Achieved the highest volume of protected members across the region within my first quarter back leading the team through establishing each individual motive for why they do what they do and coaching every team member to ask deep and meaningful questions, taking time to get to know their customers and then having the knowledge and expertise to present the solution and their protection recommendation. This has seen the team continue to build on this early success and continue to show uplift, delivering their highest written protection to total appointments to date and continuing to build on this each and every month. • Achieved the highest % of successful underwriting across the region in my first quarter/year leading the team by ensuring that every team member was close to all case requirements and that all these appointments were correctly packaged up at first stage of assessing meaning that all adverse impact was minimised and given the extended SLA’s due to increased workloads and demand, it ensured that all customers mortgage offers were out as quick as possible. • A member of the built to last squad managing risk across all areas nationally, I am the go to guy for any insight or guidance with my key role to minimise and prevent any risk to the society or our members acting as a role model by leading this from the front evidencing a faultless compliance track record spanning back a number of years and always been on hand to offer support and expertise in any complex case or documentation that may accompany this.

Key Objective of role: Set up a brand-new team of 16 Mortgage Representatives and coach them to assist with a wide variety of inbound member queries ranging from borrow back requests, consent to let, keying and completing DIP’s, booking in advised mortgage appointments for the Mortgage Consultants, Later life including booking these in with Branch MC’s, PCCV and various other enquiries.Key Achievements: • Responsible for rewriting the BEKS framework ensuring that this is specific and reflective of the role of MR and leading on the use of this as the SME in this area• Recruited on a 12-month secondment as part of an MR expansion tasked with setting up a brand new team and helping to share some of my past experience and previous leadership accountabilities with the MR TM population while bringing a new group of Mortgage Representatives up to BAU standards• The only manager to date to set up a brand new team under the current and rather extensive requirements of the EDS scheme which saw me needing to score close to 150 calls during my time in role, a feat that no one has had to do before• Within 3 months of setting up a brand new team, I had them achieving all areas of role and established them as the most efficient and best performing team across the whole of role performance which saw them setting the bench mark across numerous metrics such as adherence to schedules, not ready and AHT amongst various others• Instrumental in the recruitment of setting up a brand new role and team of specialist mortgage representatives, the first time a new role and next step had been created in this space conducting every interview and employing 12 new SMR’s• Involved heavily in the recruitment of BAU MR’s to backfill through attrition and to increase numbers across the channel to meet member demand• Demonstrated flexibility, focus, adaptability and creativity as new ways of working were established as a result of the COVID19 pandemic

Key Objective of role: Lead, coach and offer on-going support for a team of Mortgage Consultants responsible for offering honest, tailored advice, identifying customers’ needs and building long term relationships as well as protecting customers families, futures and finances. I am responsible for ensuring that all Mortgage Consultants are equipped and skilled in advising customers on various Mortgage products and engaging with them to work out their exact Mortgage needs and how to best meet them.Key Achievements: • Responsible for the recruitment of new external Mortgage Advisors/TM’s and fundamental in the launch and start-up of Wakefield’s brand-new Mortgage department starting from 0 to 48 MC’s and 6TM’s• The first manager to go live with my team taking the first ever Mortgage call in Wakefield’s history and creating the blue print, pathway and setting the standard for all subsequent Mortgage teams to follow• Instrumental in the creation of MI and commercial business tracking• Delivered 100% submission accuracy in month 1 of BAU a record and was only 1 of 2 managers nationally to achieve 100% submission accuracy in a 12-month period• Leading ViewPoint for the site my team delivered 100% enablement and 93% engagement the highest within Wakefield and as a site, Wakefield as a whole achieved their highest results to date with 87% enablement and 89% engagement• Chosen to lead and run the GI pilot for Wakefield which saw my team upskilled to sell GI as part of their mortgage interactions• Successfully made it through to the last stage of the NFL recruitment process the only candidate from Wakefield and 1 of only 4 across Direct• Involved with a number of high-profile projects across the business such as the implementation of BEKS within Direct, Skilful relationships, the EDS forum representing Direct as a whole, My choices and business contingency to name just a few

Key Objective of role: To accommodate business need I offered additional support to the Service Operation in Wakefield. I was immediately involved in the high recruitment drive, covering several existing teams during management absence while at the same time, training, coaching and embedding a team of new starters across various skill sets. Once established I continued to lead a brand new team in achieving various business KPI's including hold time, AHT, adherence, CET, coaching scores and lead generation making every customer interaction second to none.Key Achievements:• Relocated from Sheffield to Wakefield to support business need with less than 1 weeks’ notice• Integrated immediately within Wakefield and made myself a valuable member of the team• Made a significant impact and uplift in all areas of performance while covering existing teams • My temporary support to Wakefield was made permanent within 3 months disbanding my Sheffield based team to take charge of a brand new one based in Wakefield• Successfully took charge of a brand-new team for the 2nd time in my career and established them as fully competent, well rounded and knowledgeable offering world class customer service• Managed the most versatile team in Wakefield multi skilled in all areas including Banking, Savings, ISA, Bonds and Branch Call Handling (BCH)• Created high morale and an infectious team togetherness resulting in a brand-new team that quickly gelled together, all working to each other’s strengths and producing performance on par and in some cases above that of existing teams with several years’ experience• Skilled in managing resource and high call volumes ensuring the business was within its abandon rate tolerance• The only candidate from a call centre background to be chosen for the first ever Branch Academy allowing me to get closer to the Mortgage role at which time was exclusive to the retail network

Key Objective of role: To effectively lead, coach, motivate, inspire and engage a team of 15 direct reports to deliver results that are aligned with numerous departmental goals taking inbound calls from existing Mortgage account holders, Banking and Savings customers. Responsible for achieving various business critical targets including sales, hold time, AHT, adherence, coaching scores and service tracker within an FCA regulated fast paced environment.Key Achievements: • Awarded National Top Performing Sales Manager 2012 in my first year in role• Achieved National Top Performing Sales Manager 2013 for the 2nd consecutive year running• Received an award in person from Graham Beale the Nationwide CEO in recognition of establishing the Best Performing New Team achieving in the very first month over twice the volume of every other experienced team• Awarded Manager of the Quarter the only Manager to achieve this in my business area• Finished 1st in the Nationwide Building Society quarterly “Gold Club” recognition scheme for being the Top Performing Manager nationally 4 times consecutively• Achieved the highest monthly sales performance nationally and finished the top performing sales team on site every quarter in role through expertly identifying any and all member needs• Achieved and exceeded all KPI’s set breaking every site record in the process including CET in only my 3rd month with a brand-new team in the scheme• Track record for developing talent and producing record breaking individuals• Qualified in the recruitment of new employees and supporting Senior management with internal development and the selection process of the Team Manager Development Programme• Acting up as Senior Operations Manager and gaining exposure to high level responsibilities supporting 10 team managers and the overall site running• Finished top performing service tracker team on site in my final quarter before leaving to join Wakefield service

Key Objective of role: Design and deliver training programmes and coaching for Nationwide Building Society’s on-going and specific learning and development programmes covering product, process, systems and skills that meet the needs and exceptionally high standards of the world’s largest building society. Multi skilled product expert covering all sites nationwide and responsible for the delivery of all regulatory, compliance, sales and service employee and management training. Travelling to new locations and training new people, effective communication and presentation skills were essential as was the ability to maximise performance in all areas of the business.Key Achievements: • Awarded Mr Motivator Of The Year 2010 at the Annual Nationwide Awards Ceremony• Awarded Best Support Act Of The Year 2010 at the Annual Nationwide Awards Ceremony• Earned the responsibility of “Train the Trainer” delivery for all newly appointed Trainers nationally for being a recognised expert and exemplary within my field• 1 of only 5 trainers nationally to be part of the elite Trainer Task Force• Designed and trained specific material for Senior Management to assist with projects and the implementation of new business focuses producing exceptional results• Working closely with external business partners and a key stakeholder I was chosen to head, design and lead the implementation of Income Protection and various other products and high-profile projects within Nationwide• Achieved record breaking results and a constant smooth transition of all new starters into team environment having new delegates set the standard over more experienced Consultants• After a stringent selection process, I was chosen for the 1st ever Sales Team Manager Development Programme successfully graduating after 1 year of numerous training courses and securing a full-time management role after 2 highly successful management placements

Key Objective of role: Directly responsible for an FTE of 12 Sales Consultants taking in bound calls working towards a variety of business measures and responsible for discussing Current Accounts, Credit Cards, Home Insurance and Personal Loans while identifying any financial gaps for the referral of Mortgages, Life/CIC, Buy To Let, Commercial, Travel and Car Insurance with all their customers.Key Achievements: • Having taken over a team that hadn’t achieved business targets for some months prior, I produced significant tangible results and ensured the team hit and exceeded all KPI’s set while coaching the team to convert business well above the desired standard• Analysed individual performance setting SMART objectives in line with business goals and requirements• Implemented incentives and boosted team morale promoting high energy and a passion to succeed and achieve• Re-established the team amongst the other top performing sales teams in preparation for the return of their LTS Team Manager creating a smooth handover of all performance areas and ensured all files were accurate, up to date and fully compliant

Key Objective of role: Directly responsible for a team of Sales through Service Consultants taking inbound safe receipt card calls. Highlighting potential fraud risks and suggesting ways members can stay safe, I had to lead and coach all team members to discuss appropriately additional fraud prevention products and services than can help combat, protect and keep all customers cards and personal details uncompromised.Key Achievements: • Achieved the highest main line conversion in the team’s history through leading and coaching team member’s to appropriately introduce on all service calls, fraud prevention products• Achieved the highest value/percentage to target to date• Hit and exceeded all product targets set for the first time since the team’s inception• Increased individual uplift in every single team member’s conversion with no exceptions• Achieved all measures set, motivating the team to exceed all areas of their individual KPI’s such as sales volume, sales conversion, compliance scores, and overall efficiency whilst offering an exceptional customer service• Employee of the Month finalist September 2010, the only finalist from my business area and location

Key Objective of role: Taking calls from new and existing customers I was responsible for selling a portfolio of products while up-selling and maximising all calls and customer interaction in accordance with FSA guidelines ensuring no miss-selling occurred and that fair customer outcomes were delivered.Key Achievements:• Over exceeded all sales targets and areas of my personal agreement (PA) consistently month after month setting new site records in the process• Won various competitions, site incentives, star of the week and multiple nominations for Employee of the Month• Had numerous calls selected as examples and best practice to demonstrate cross selling and closing techniques once a need has been firmly established for all new and existing sales consultants• Involved in numerous projects liaising with Senior Management level and above to carry forward the opinions of Consultants so that feedback could be implemented resulting in front line efficiency improvements• Being a role model and a consistent top performer, I was seen on site as the measure of success, driving high performance, setting the company bench mark and promoted to a Senior Sales Consultant after 3 months in role• Thriving on pressure after achieving all business expectations, I took on additional team duties from coaching team members, preparing performance figures, designing and running incentives and many other responsibilities to assist in the day to day running of the team further improving the overall team performance and my personal development

Key Objective of role: Taking inbound calls from existing customers looking to discuss and cancel existing MPPI or/and Home Insurance policies. Having no retention tools available, communication and an extensive knowledge of both products was essential working towards retention targets while taking additional sales calls for both of the above.Key Achievements:• Achieved and was recognised as the annual top performing retention Consultant which as an award included an all-expenses paid VIP trip to the Grand National• Broke the site and company record for retaining the most policies in a day (13) on more than one occasion• Broke the company record and achieved nationally the most MPPI sales in a month generating 34 new policies surpassing the previous record of 18 and against an expectation of 4 a month through taking time to understand my customers needs, asking open questions and selling to need providing valuable cover and peace of mind should the unforeseen occur• Exceeded month after month all areas of my performance measures establishing myself as consistent, demonstrating TCF in all calls and becoming the top performing Retention Consultant with my calls used as best practice examples across all sites nationally• Given the media spot light and high regulation surrounding MPPI, I became 1 of only 4 employees on site chosen to retain and sell this product, testament to my success and overall regulatory compliance outcomes