Network Change Coach, Wealth and Personal Banking
North Wales and Shropshire
Joined in 2003
I am a proud Welshman. I grew up on the island of Anglesey, off the north-west coast of Wales, my first language is Welsh and I’m incredibly passionate about where I live. I feel very lucky to have a job that gets me out into the community and allows me to travel around the area.
My role is to help deliver any new processes and systems that are being introduced into HSBC UK’s branch network. I work with our branches in North Wales and Shropshire, helping the staff understand these changes and what they mean for them.
Life on the road
I’m here to help employees get to grips with new technology, for example. At HSBC we see more and more customers wanting to do more of their banking online, but sometimes they need some support – especially when first starting out. So branch employees have to be up to speed on how to use our platforms.
But it’s not just technology. Change comes in many forms. The next week I could be helping employees understand regulatory changes, and putting new policies into practice. There’s always a lot going on.
I absolutely love meeting and interacting with people. And that’s so important in my job, as it’s not always easy asking people to accept change or learn new ways of doing things. I’m fortunate that I know everyone working in this area by name. And usually when you explain how these changes will ultimately benefit our customers, they are keen to get on board.
It also helps that I’ve been in their shoes myself. I first started working at HSBC as a cashier part-time, while I was still at university. I’ve now done most of the roles that you can think of in a branch – including personal banker, business specialist and most recently branch manager.
Even now, I’m encouraged to get back on the floor and help customers with their banking needs directly from time to time, and I really enjoy it. But I took this coaching job because I am keen to keep on learning, and wanted to find out more about digital banking in particular. I’ve been doing it for more than three years now.
My timetable is pretty fluid. I love the variety – no two days are the same. Every couple of weeks, I’m invited to a call to learn about the new things that are coming down the line. If it’s something more complicated, I will be given training on it myself, so I’ll sometimes go to our head office in Birmingham for a course. Then I will support the branch managers in my area to take the new system or process on board.
I can drive up to 400 miles a week, going between the different branches in my area. I’ll usually spend one day a week working from home, catching up on admin. I could do the whole job from home if I wanted but I much prefer getting out and seeing people face-to-face.
When I’m not working, I’m usually spending time with my three children or out cycling or hiking. I live in a small village that’s near the Menai Strait and within easy reach of mountains, so there are plenty of routes to explore. It’s a great place to live and work.
Investing in a sustainable recovery
Group Chief Executive Noel Quinn says the aftermath of COVID-19 offers an opportunity to build a more resilient and just economy.
A new digital currency for China
Centrally issued digital currencies could make payments safer and more efficient, explains HSBC’s Paul Mackel.
Why investment needs to carry growth
With trade languishing and consumers more withdrawn, investment must play a bigger role in driving the recovery after COVID-19.