Richard Honey Email and Phone Number
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A versatile Senior leader, with over 35 years experience in Financial Services gained at Barclays, MBNA, Bank of America, Lloyds Banking Group and Nationwide Building Society. A blend of outstanding leadership qualities with proven delivery across a number of diverse functions, including Operations, Multi Channel Customer Service, Contact Centre, Outsourcing, Transformational change, Customer experience design, Customer financial difficulty, Resource Planning, Fraud Operations & Credit underwriting.Specialties: Operations, Contact Centre leadership, Multi channel Customer Experience, COO Function, Digital Servicing, Online & Mobile Strategy, Business development, New capabilities & innovation, Large Programme management, Transformational change, Customer Financial Difficulty, Fraud and Financial Crime.
Nationwide Building Society
View- Website:
- nationwide.co.uk
- Employees:
- 12846
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Nationwide Building SocietyEngland, United Kingdom
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Delivery And Transformation LeadNationwide Building Society Jul 2023 - Jul 2024Swindon, Wilts, Gb
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Contact Centre Director (Interim)Nationwide Building Society Feb 2023 - Jun 2023Swindon, Wilts, Gb
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Programme DirectorNationwide Building Society Feb 2021 - Feb 2023Swindon, Wilts, Gb
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Volunteer DirectorWynnstay Hall Management Company Limited Sep 2017 - Sep 2022 -
Director Of Fraud & Disputes OperationsLloyds Banking Group Oct 2018 - Dec 2020London, Uk, GbOperations Director Fraud and Disputes -
Director Operations Resource ManagementLloyds Banking Group Feb 2014 - Oct 2018London, Uk, Gb
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Head Of Operational Oversight And EnablementLloyds Banking Group Apr 2012 - Feb 2014London, Uk, Gb
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Multi Channel Consultant, Specialising In Solutions For Financial Services & Sme'SWynnmore Limited Dec 2011 - May 2012
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Ecommerce And Mobile Executive - SvpBank Of America Jan 2008 - Oct 2011Charlotte, Nc, UsResponsible for driving & implementing the strategy for the Online and Mobile channels in EMEA, as well as managing day to day activities and business results. A multi-faceted role, encompassing all aspects of Digital, from acquisition through to conversion, servicing, retention & growth. Span of control also included complete end-to-end view of Customer experience management, from the public websites through to the online banking space, with over 75 million online and mobile banking Customer interactions.Specifically, managing key Online/Mobile business processes, integration with technology, service and support, fulfilment, execution of delivery activities, management of customer experience and reported issues, content, portfolio initiatives and product launches.Lead the transformational business change programme "In Touch" - delivering multi channel contact strategy with industry leading levels of online and mobile adoption and subsequent migration from traditional contact channels. -
Transformation And Change Executive - SvpBank Of America Dec 2006 - Dec 2007Charlotte, Nc, UsResponsibility for the business operational areas of the Europe Transformation Programme (Europe Card Services Six Sigma process assessment, recommendation and execution of initiatives to significantly reduce cost, improve the customer experience and transform business practice).
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Customer Contact Centre Executive - SvpBank Of America Jan 2005 - Nov 2006Charlotte, Nc, UsResponsibility for Customer service calls for Europe Card Services in the UK and Ireland. 750+ FTE, > 10 million annual calls, Call Centre Scheduling & Performance and Call Centre technologies.
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Head Of Collections - FvpBank Of America Jan 2001 - Dec 2004Charlotte, Nc, UsReporting to the Risk Director, responsible for European credit loss management for MBNA card business. Responsibilities include 750+ FTE, loss prevention strategies, sale of debt and management of external collection agencies.
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Head Of European Expansion - FvpBank Of America Jan 2000 - Jan 2001Charlotte, Nc, UsReporting to the CEO for MBNA Spain, responsible for project managing the launch of the Spanish credit card operation. In addition compiled the feasibility studies for the launch of card operations in other European countries.
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Head Of Fraud - FvpBank Of America Jan 1999 - Dec 1999Charlotte, Nc, UsReporting to the risk director, responsible for all European fraud losses for MBNA Corporation. Managing the efforts of 150+ FTE and Fraud loss budget > £20 million. Launched 24 hour real time transaction decisioning.
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Head Of Back Office - FvpBank Of America Aug 1996 - Dec 1998Charlotte, Nc, UsReporting to the customer service director, responsible for call centre operations/handling of billing and payment disputes, section 75, balance transfer processing, customer correspondence, clearing bank migration and banking reconciliation.
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Various Operational Management Roles - To VpMbna Jan 1994 - Aug 1996Multiple roles to assist with the set up of the card operation including credit underwriting, loan review, billing dispute management and call performance operations.
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Management Development ProgrammeBarclays Bank Jun 1988 - Dec 1993London, GbManagement training programme with ACIB qualification obtained. Progressed to Corporate analyst within head office advances unit.
Richard Honey Skills
Richard Honey Education Details
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Wheatley Park School Oxford
Frequently Asked Questions about Richard Honey
What company does Richard Honey work for?
Richard Honey works for Nationwide Building Society
What is Richard Honey's role at the current company?
Richard Honey's current role is Transformation, Operations and Customer Services Director.
What is Richard Honey's email address?
Richard Honey's email address is ri****@****e.co.uk
What is Richard Honey's direct phone number?
Richard Honey's direct phone number is +4420723*****
What schools did Richard Honey attend?
Richard Honey attended Wheatley Park School Oxford.
What skills is Richard Honey known for?
Richard Honey has skills like Ecommerce, Mobile Solutions, Mobile Commerce, Contact Center Design, Self Service Adoption, Business Transformation, Paperless Adoption, Usability, Innovation, Program Management, Fraud, Business Case.
Who are Richard Honey's colleagues?
Richard Honey's colleagues are Karthik S, Tracey Mcdermott, Diana Krivko, Katharine Tarron, Joyce Banks, Angie Macnaught, Kavita Shetty.
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