Let's get connected
TONY PRESTEDGE
LEADER OF THE RELATIONSHIPS & DISTRIBUTION COMMUNITY
The last 3 months have flown by since the Society restructured and we moved into our Relationships & Distribution community. During this time, I’ve been working closely with my leadership team to think about how we will turn our community’s key strategic focus of Building Legendary Service into action. In the coming weeks we will be sharing these plans with you, not only so you can understand how and what we need to deliver but also so you can see how we connect to our core purpose of building society, nationwide.
I know many of you took the opportunity to attend Our BIG Event at the NEC in January – and what an event that was. We saw over 14,000 employees immersed in the Society plan and I really hope that whether you attended or not, you have had the opportunity to begin to understand where we are heading in this new chapter for Nationwide.
Building Legendary Service is about bringing our human touch to the fore so we can build meaningful relationships with our members, capitalising on our digital capability so members can manage their money in the easiest and most convenient way for them and transforming our channels so we can get it right first time. All this is wrapped up in our service principles so our members feel our offering is heartfelt, easy, lifelong and personal. There is much to achieve to realise our service ambition but it is you, our employees who will add that magic human ingredient.
To take us forward and achieve our ambition, strong and well connected leadership is vital. I am delighted to be working alongside your leadership team and I trust them to inspire you all to deliver against a big agenda with some stretching targets.
Following on from the ‘look book’ we shared with you on 1 December 2016 to help you understand more about why our community has been brought together, I would now like to take the opportunity to introduce your Executive Leadership Team to you. Please select a team member below to learn more.
My team has an eye on the future. We look to predict our members’ needs by collaborating with colleagues across the Society, listening to feedback from our members and increasingly partnering with financial services technology players (Fintechs) to map out what these needs will be. This insight helps prioritise our projects and spend to continue to build society, nationwide.
ANITA KIMBER
CHANNEL DEVELOPMENT & INNOVATION
About me
A commitment to the mutual sector has brought me back from Australia to join Nationwide. I’m inspired by the possibilities for our members as we combine new and innovative technology with our legendary and human service.
My team of talented individuals are focussed, in partnership with all Relationships & Distribution colleagues and the Finance & Efficiency and Transformation communities, on driving efficiency to support the Society in making sure our members’ money is spent wisely.
MIKE JORDAN
CHANNEL EFFICIENCY & PRODUCTIVITY
About me
I’m passionate about doing the right thing in the right way and bringing transparency to decision making. I love being part of a team and ‘being there’ for my colleagues.
We’re a team that has ambition, takes responsibility and likes to work at pace. We’re responsible for transforming our branches and workplaces – facilitating change by working collaboratively across communities to deliver a new member and colleague experience which is enhanced by technology and made meaningful by our people.
RICHARD NEWLAND
BRANCH & WORKPLACE DEVELOPMENT
About me
I believe in being authentic, I always bring the best of me to work and I like to take people with me. I enjoy challenge, getting things done and I like to drive it with a unique blend of high energy, passion and fun!
MICHELLE CAMERON
PA TO TONY PRESTEDGE
About me
Be true to yourself, work hard, be determined and dedicated and, most of all, be happy and smile!
I’m incredibly proud and excited to be part of a team dedicated to delivering legendary service. I’m right at the heart of making things happen for Tony and the leadership team and to do that sometimes I need a little bit of that legendary magic!
I’m responsible for finance business partnering the Relationships & Distribution community. Our aim is to support the leadership team to make commercial financial decisions that support delivery of both the legendary service ambition along with the financial and efficiency objectives of the Society.
About me
My values are strongly aligned to organisations that contribute to the wider society, beyond the corporate boundaries; where open progressive and team based collaborative cultures support employees to realise their true potential.
GLEN WARD
FINANCE & EFFICIENCY
JAMES SMITH
MOBILE & DIGITAL
About me
I believe in fairness, loyalty, hard work and doing the right thing. These are the values I try to instil in my children, and the approach I take when coaching my local U10 rugby team.
My team oversees the investment and development of our mobile platforms to keep pace with technological advances for our members. In order to deliver legendary service, we need to provide innovative solutions so members can engage and connect with us whenever they want to, wherever they are.
RACHAEL SINCLAIR
CHANNEL SUPPORT & OPERATIONS
About me
I’m motivated by doing the right thing and delivering on promises. I believe we can all achieve this through being our true selves at work, mixed with a bit of hard work, creativity and a willingness to continue learning.
My team acts as the ‘central nervous system’ to the broader community, bringing together cross-channel insight, strategy, planning, reporting, operations and divisional change as well as focused support to improve cross channel process and operational performance.
About me
My value set goes back to when I was a very young child, I’ve always been driven to work hard, get it right first time and take people with you on the journey…and remember to have some fun along the way!
IAN CRAIG
MEMBER CONTACT & SUPPORT
My teams service the needs of our members through the channel of their choice. We provide telephone, Digital and Specialist Customer Support in addition to our Credit Card Servicing (via TSYS). We support members who may be in financial difficulty through our Collections & Recovery team.
About me
Start from a position of trust, respect other people’s values and be customer obsessed. Always aim high with a desire to leave things in a better place.
My team is responsible for delivering a legendary complaint handling experience, ensuring efficient and fair outcomes for our customers. We’re also accountable for Quality Assurance, Regulated Reporting, 3rd party oversight and the Financial Ombudsman Service relationship. We generate compelling insight and analysis to drive change across the Society.
TIM CARTER
MEMBER SERVICES & COMPLAINTS
GRAEME HUGHES
LEADER OF INTERMEDIARY RELATIONSHIPS,
BRANCHES & REGULATED ADVICE
My teams serve our members in branch as well as our intermediary clients. Legendary service is something it’s easy to talk about, but delivering it day in, day out takes great skill, huge effort and real empathy. I am delighted to lead a team of people who come to work every day determined to deliver against all our strategic ambitions.
About me
Treat people with respect and consideration whatever the circumstances – everyone has a right to a view!
MANDY BEECH
BRANCH NETWORK
My team is made up of over 7,000 employees across 691 branches who demonstrate every day the difference we can make to our members’ lives. Our branches aren’t just a physical environment, they’re about connecting communities and serving our members in a way that makes us different to other financial companies.
About me
It’s important to me that I feel comfortable bringing my whole self to work. When you are accepted for who you are and feel truly valued, that’s when you can achieve anything.
PAUL LLOYD
INTERNAL COMMUNICATIONS
I look after all the community’s internal communications supporting Tony and his leadership team. It’s important that our employees feel connected to our core purpose; communications has a central role to play in helping employees understand their role so they can say with pride and conviction, ‘We are building society, nationwide’.
About me
Be passionate about what you do, it creates such a positive energy for your team. For me, working in a great environment so your team can perform at its best, having fun along the way, is what it’s all about.
My team is responsible for making sure everyone in Relationships & Distribution has the skills and knowledge to be their best every day. We’re passionate about what makes our Society truly different – our people. We’re committed to supporting you through Building PRIDE, making Nationwide a great place to work and equipping everyone to deliver legendary service for our members every day.
About me
I believe that treating colleagues with respect and valuing diversity is essential for any high performing team. Also, recognising the small things with a thank you is always appreciated.
HELEN NORRIS
PEOPLE & CULTURE
You can find out more about your leadership team on their intranet profile. Just search for their name on the intranet.
Don’t forget you can connect with your leadership team on NBS Social. If you’d like to ask them a question about their team, their role in Building Legendary Service or have any comments or feedback to give, then this is the channel for you.
It’s a great way to see what is going on in our community and across the wider Society, to share ideas, thoughts and knowledge and of course, our successes.
Use the #randdcommunity and if you have something you’d like to ask Tony in particular then use the #askTony.
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