Nigel Smith Email & Phone Number

Peterborough/Leeds/Bradford

Responsible for the growth and development of C.100 YBS agencies via B2B partners delivering savings and mortgage growth for the Society. Recruited, trained and developed a team of 10 Development Managers to run the Network. Accountable for designing and rolling out a new 5 year contract for all Partners, designing a strategy for future growth and ensuring we have a Network of Proprietors which is fit for the future, delivering an outstanding service via third party relationships.

Peterborough/Leeds

Distribution lead for the roll out of the distribution and brand changes for the YBS branch network including a branch closure programme of over 50 branches, integration of the N&P brand into YBS (successfully completed July 2018) and closure of the N&P current account book of over 100000 customers. Reporting directly into the Chief Customer Officer and ensuring the changes were delivered with as much colleague and customer engagement as was possible. All projects delivered on time and with strong colleague feedback, despite closures and redundancies.

Peterborough, United Kingdom

Responsible for running C.75 branches for the YBS Group, under the brands of YBS, CBS, BBS and N&P. Accountable for providing outstanding service and sales performance across the Network via a team of Area Managers. Setting strategy for mortgage and savings growth whilst delivering tight controls and best in class Net Promoter Scores.

Peterborough, United Kingdom

Running the N&P network of 50+ branches and setting the service, sales and strategy objectives for the Society. Reporting directly in to the Sales Director responsible for over 300+ colleagues and for delivering an outstanding colleague and customer experience.

Peterborough, United Kingdom

Headed up an inbound and outbound contact centre of C.100 heads, whilst responsible for C.50+ branches in the retail network. Accountable for all savings and mortgage acquisition via the phone (both inbound and outbound) and for developing a successful and profitable centre that delivered against stretching objectives whilst providing outstanding service. Re-structured the whole contact centre and delivered improved Net Promoter Scores, increased levels of mortgage and savings business, reduced attrition to below 14%, and reduced headcount through natural attrition by C.40 FTE.

Peterborough, United Kingdom

Whilst employed as Head of Branches and Contact Centre I was asked to Head and set up a team delivering Outstanding Customer Experiences. Reporting into Exec we developed plans and strategies around TCF, improving feedback scores, having a compliant and robust complaints system, designing and launching a successful colleague recognition scheme and measuring and improving colleague engagement.

East Of England

Area Manager responsible for running a network of C.14 branches and reporting directly in to the Head of Branches. Covered different areas during this time including branches in Cambridgeshire, Bedfordshire, Lincolnshire, Northamptonshire and Essex. Accountable for delivering outstanding sales and service to customers and a first class colleague experience.

East Of England

Set up the intermediary mortgage lending for the N&P from a standing start. Developed intermediary lending into a growth proposition, which eventually had 10 Development Managers reporting in to me. Mortgage lending grew to such an extent that we centralised underwriting and eventually transferred all intermediary lending into its own brand - Astra. Was responsible for over 65% of the Society's lending when we transferred to Astra.