Hannah Heavens
About Hannah Heavens
Hannah Heavens is an Operations Manager at Nationwide Building Society, where she has worked since 2022. With over 15 years of experience at the organization, she has held various roles, including Sales Manager and Collections and Recoveries, and currently oversees compliance with FCA requirements while managing a team of over 150 colleagues.
Current Role at Nationwide Building Society
Hannah Heavens serves as the Operations Manager at Nationwide Building Society, a position she has held since 2022. Based in Dorset, England, she is responsible for ensuring compliance with Financial Conduct Authority (FCA) risk and compliance requirements. In her current role, she oversees operations that contribute to the organization's efficiency and customer service standards.
Previous Experience at Nationwide Building Society
Hannah Heavens has a substantial history with Nationwide Building Society, having worked in various roles since 2005. She was a Collections and Recoveries specialist from 2005 to 2012, followed by a position as a Sales Manager from 2014 to 2022. Additionally, she worked as a Specialist Lending Property Sales representative for 10 months in 2012-2013 and as a Senior in Customer Service and Operations from 2013 to 2014. This diverse experience has equipped her with a comprehensive understanding of the organization's operations.
Team Management and Leadership
In her role as Sales Manager, Hannah successfully managed a team of over 150 colleagues in telephony banking sales. Her leadership in this capacity demonstrates her ability to guide large teams and enhance performance within a contact center environment, focusing on capacity management and customer engagement.
Educational Background
Hannah Heavens completed her education at Avonbourne School, where she studied from 1996 to 2001. This foundational education has contributed to her professional development and expertise in the financial services sector.
Expertise in Customer Engagement
Hannah possesses expertise in capacity management and customer engagement, particularly within a telephony contact center environment. Her skills in these areas are essential for optimizing operations and enhancing customer experiences at Nationwide Building Society.