Nick Heath Email & Phone Number

South London, England, United Kingdom

• Maintains and embeds the T&C scheme across my Region, taking responsibility for ensuring that all aspects of the scheme are adhered to.• Conducts and documents observations and role plays, providing constructive feedback and highlighting areas for development and business improvement whilst ensuring the sales process is followed.• Ensures sufficient business outcomes are achieved to evidence ongoing competence• Conducts 1-1’s with authorised sellers to discuss performance and KPI’s, manage risks and drive better customer outcomes.• implements and manages development plans with advisers to address performance issues, risks and development needs.• Provides coaching and development to improve customer outcomes and achieve business objectives.• Monitors regional pre-need complaints, cancellations, survey feedback and mystery shops• To facilitate and deliver induction training as required under the T&C scheme.• Supports Heads of Region and Business Leaders to develop and build their commercial skills and awareness in the funeral plan space, enabling them to achieve business outcomes• Consistently demonstrate TCF and good Conduct Risk behaviours by placing the customer’s best interest at the heart of everything you do.• Responsible for adherence to compliant process within all sales.• Maintain comprehensive contact reports, meeting notes and visit log and ensure distribution to relevant parties.

Slough, England, United Kingdom

Enhanced Sales Performance, Customer and Internal / External Stakeholder Relationships :Implements effective coaching and development programs for the sales team, resulting in improved sales performance and increased revenue. Develops and maintains strong relationships with key stakeholders, fostering trust and collaboration to drive business growth. Leads the successful adoption of business changes, ensuring seamless transitions and minimal disruption to operations. Proactively builds and nurtures external relationships as chair of a local town centre partnership with the local council with local businesses & residents to grow awareness of local events & commercial opportunities. Risk Management and Compliance Excellence:Spearheads risk assessment and control initiatives, ensuring compliance with regulatory requirements and mitigating potential risks.Implemented robust anti-money laundering (AML) measures, fraud and scam detection protocols, resulting in enhanced security and reduced financial risks. Maintains a strong understanding of compliance and controls, ensuring adherence to industry regulations and internal policies.Digital Banking Transformation and HR Management:Leads digital banking transformation initiatives, leveraging digital media knowledge and understanding to enhance customer experience and drive operational efficiency.Effectively manages HR processes and adherence, ensuring compliance with HR policies, employee development, and maintaining a positive work environment.Successfully executed project management responsibilities, overseeing key projects from initiation to completion, ensuring timely delivery and meeting objectives.

High Wycombe, England, United Kingdom

Inspired, lead and motivated the branch team to achieve sales targets while delivering a second to none customer experience. • Coached, supported and developed branch colleagues to deliver outstanding customer service of the interaction type, supported by conduct risk metrics and guidelines.• Provided a tailored service offering for customers focusing on their financial and serving needs. • Motivated the team to maximise opportunities to deepen customer relationships, increasing customer loyalty. • Supported and coached team to ensure that we helped people and businesses to prosper. • Used data, observations and other insights to inform and prioritised coaching feedback, adapted leadership style to meet individual needs. • Ensured effective recruitment, onboarding, training, development and career planning. • Acted as an ambassador while actively promoting Santander in the community.

London, England, United Kingdom

• Sales managed and supervised a team of Mortgage & Protection Advisors across 2 separate regions, coaching them to develop their sales skills, productivity and effectiveness.• Developed close working relationships with regional business partners (Regional Manager Retail, Regional Manager Bank Assurance, Regional Manager MTU) to ensure a healthy level of co-operation and business referrals between teams. • Provided a second to none experience for our customers by ensuring that resources were allocated effectively across the geographical regions to meet customer demands in all areas of sales and service.• Lead & motivated a team that continually aimed to deliver high performance and took pride in helping customers save money & protecting their income and financial commitments every day.• Regularly observed and coached team to identify and respond to development needs.• Help team to understand and implement change successfully.

Maidenhead, England, United Kingdom

Sales managed, supervised and coached the team to develop their sales skills and effectiveness.Enabled and supported colleagues to develop great customer outcomes and shared best practices. Trained, coached and developed colleagues, to anticipate and meet customer needs, maintaining competence and confidence in their skills.Proactively used risk MI relevant to the branch and direct reports and evidenced appropriate action taken.

During this period of my career, I worked as a Financial Advisor and a Mortgage Advisor from January 2001 to June 2004. I started in Branch Management roles from June 2004.