Nick Piper Email & Phone Number

Bradford, England, United Kingdom

Bradford, England, United Kingdom

Senior operational role with responsibility for the strategic direction, risk and operational management of the YBS' direct mortgage operation including the leadership of c.200 colleagues.

West Yorkshire

There are three key aspects to my role:- Leading, developing and motivating an operational team of Business Development Advisers to provide industry leading levels of technical support to mortgage intermediaries throughout the UK.- Developing market leading insight and Business Intelligence solutions to monitor, measure and improve business performance and customer journeys in line with Strategic priorities, financial goals and risk appetite.- Influencing Group Strategic planning and implementation relating to Group Intermediary lending policy and procedure, ensuring that the Accord's proposition remains relevant and attractive to Brokers and their customers in existing and emerging markets in the face of technological change

Leeds, United Kingdom

I lead a team of business analysts and Insight specialists who are responsible for the development and analysis of customer and business MI and Insight for the YBS Group. In addition, I am responsible for the strategic direction of how we collate, manage, deliver and analyse MI to enhance customer experiences and financial performance.We have a fantastic team of people working very hard to provide internal customers with better Insight and, as a result, external customers with a better Building Society and this is reflected in our latest internal customer satisfaction result which stands at 87%.Key Achievements• Measured, reported and analysed Group commercial and operational performance and the impact on customer experience and colleague efficiency.• Focused on key performance indicators to remove un-necessary information and heighten focus in operations.• Structured team to provide a more visible and pro-active service to stakeholders and improve operational efficiency and reduce administration.• Provided senior leaders with insight and analysis of commercial and regulatory performance on a cross functional basis, benchmarked against the external mortgage and savings Industry.• Managed stakeholder relationships at all levels of the business including the Executive team.• Contributed insight and recommended action at Group Committee level including Commercial Trading, Customer Experience and Mortgage Steering Meetings.• Formed and developed a new centralised team of business analysts from across the Group to drive efficiency and professional excellence in Insight and Analytics.• Co-ordinated and led the development of the Group´s external benchmarking relationship to align output to the Strategic needs of our mortgage and savings business.• Led the development and implementation the first online mortgage appointment booking service in the UK and provided the Group´s first capability to monitor mortgage adviser productivity and capacity.

Leeds, United Kingdom

I took this secondment position to broaden my experience and better understand the centralised functions within the Group. This provided the opportunity to lead the delivery of strategic change across the Group's network of over two hundred branches, impacting on more than one thousand colleagues.Key Achievements:• Led a pilot project to centralise branch network mortgage underwriting.• Project management lead for non-portfolio projects ad improvements related to the distribution networks.• Subject matter expert for proposed and in-flight change impacting upon the distribution networks.• Devised and delivered customer journey management and process workflows for centralised underwriting pilot.• Designed and led the delivery of colleague engagement and training across the Southern branch network.• Pilot success led to the adoption of the model for the entirety of the Group´s direct business.• Widened understanding of the business and the external market.

Midlands

Delivering the achievement of financial objectives, the management of risk, the development of people and the delivery of exceptional customer service across an Area of 8 Yorkshire Building Society branches and 12 agencies.Key Achievements• Leadership of a team of sixty-five people across eight branches and twelve agencies.• People development and maintenance of Mortgage Adviser competence.• Detailed understanding of regulatory and training and competency regime.• Oversight of consistently outstanding customer journeys.• Responsibility for business delivery planning.• Achievement of commercial objectives within regulatory guidelines.• Budgetary control.• In my final full year we achieved:• A Net Promoter Score of 63 (highest in the Group)• The most favourable risk score possible.• 105% of commercial objective achieved but, importantly, as a result of the above rather than as a separate consideration.• Twelve promotions from within the Area team, including two Branch Management roles as a result of an internal development programme.

Master Of Science - Ms, Strategic Leadership, Distinction

Bachelor Of Arts (B.A.), History, 2:1

Education record