Skill set
Industry fields of expertise
Ben in a few words
Dynamic and driven individual with a solutions-focused mindset and over 20 years of experience in driving business transformation, operational excellence, and high-performance cultures within the financial services sector. Skilled in leading large-scale teams, managing multi-million-pound budgets, and spearheading change initiatives that optimise efficiency, enhance customer experience, and deliver measurable business impact. A proven track record in stakeholder engagement, technology integration, and crisis management, with the ability to turn complex challenges into opportunities for growth. Passionate about innovation, problem-solving, and inspiring teams to achieve exceptional results.
Offering independent consultancy services to support organisations navigating transformation, regulatory change, or operational challenges. With a strong track record in business transformation, risk management, and performance improvement, I collaborate with leadership teams to accelerate growth, strengthen resilience, and drive meaningful results.
Actively seeking opportunities to work with organisations across a range of industries—particularly those undergoing significant change or looking to improve operational performance through fresh, experienced insight.
Experience
- Nationwide Building SocietyRegional DirectorDecember 2020 - June 2024 (3 years and 6 months)London, United Kingdom• Leading a team of leaders responsible for operations of 100+ branches across Sussex, Surrey, Kent, and London. This was a team of 1,000+ employees, serving 5+ million customers.• Worked with multiple stakeholders, including high-profile Members of Parliament, to successfully facilitate branch transformation resulting in increased efficiency for the business.• Set up and managed multi-site contact centres, ensuring smooth operations, efficiency optimisation, and adherence to key performance indicators (AHT, FCR, CSAT, etc.).• Represented the retail branch network in leading and managing change including manging flow, prioritisation and benefit realisation of a high volume of strategic, regulatory and, continuous improvement changes.• In 2023, atended the Moneyfacts Awards to receive the "Branch Network of the Year" award.• Successfully managed a multi-million-pound budget and led initiatives to enhance operational efficiency and customer experience, resulting in measurable improvements.
- Nationwide Building SocietyDeputy Regional DirectorJanuary 2016 - November 2020 (4 years and 10 months)London, United Kingdom• Created high highly engaged, high performing team across key performance indicators.• Introduced remote video communication technology to Nationwide by bringing video conferencing to the business in 2016, through a US start up.• Representative for the retail part of the business for serious incident management (SIM) where I was regularly on call to react to serious incidents for the retail branch network.
- Nationwide Building SocietyHead of Specialist ComplaintsJanuary 2015 - December 2015 (11 months)Northampton, United Kingdom• Took on the role during a period when the number of outstanding complaints in the business was at a record high and snowballing. Worked alongside the head of complaints to successfully reduce the volume of complaints to a record low within months.• Collaborated with an external UK organisation to integrate their technology into the complaints team, resulting in significant efficiency gains and improved productivity.• Led a team of leaders responsible for 250+ specialist complaint handlers addressing complex cases involving mortgages, insurance and financial regulations.• Enhanced complaint resolution processes and collaborated with cross-functional teams to address systemic issues and elevate customer satisfaction.
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