Mandy Beech
Director of Retail Services @Nationwide Building Society
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WORK HISTORY
Director of Retail Services @Nationwide Building Society
GB
Leading our member facing channels, and back office operations teams. This includes our 620 branches, contact centres, ATM channel and responsible for end to end journey re-engineering for member facing processes. Motivated by delivering and improving customer experience, creating a culture of continuous improvement and leading a team of 6k colleagues to strive to be their best every day
EDUCATION
University of Bath
Master of Business Administration (MBA), MBA
ABOUT MANDY BEECH
Since joining the industry 25+ years ago, I have driven performance and innovation. I lead Nationwide’s retail distribution team and am a member of the Nationwide Executive Committee. My role leads 650 branches, 5 contact centres and all of our video/digital services. I also lead the transformation programme for branch and broader distribution, so have the privilege and opportunity to shape Nationwide’s future services for our members and colleagues. I thrive on working with CEOs/C-Suite and with peers in finance, legal, risk, compliance, HR and other functions to bring an inspired and integrated leadership approach to decision making/transforming business practices. I leverage my experience of sales and service interactions via our network of contact centres, F2F, our digital with a human touch services, webchats and other digitally savvy ways of creating capacity and convenience for members, to drive opportunities for business growth/ cross channel optimisation.I am regularly recognised for combining my IQ and EQ skills to drive high performance cultures, to motivate employees and to increase brand equity/ member loyalty.Part of my wider industry activities is being a member of the Cash Action Group, meaning that I have the opportunity to engage with my peer set, regulators and political bodies to influence the appropriate access to services available on our High Streets.I am also very proud to represent Nationwide on Business in the Community and lead our Gender Equality Matters, which actively embraces I&D, Disability, LGBTQ. I am also privileged to sponsor our Social Mobility network, a topic that is of particular importance to me personally
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