Q. You started as CBA’s general manager, third-party banking in March. What have been your priorities since stepping into the role?
When I stepped in, one of my key reflections at the time had been we need to build trust and we also need to really lose some of the arrogance that I think we had… It’s a really difficult thing to change perceptions…
What I’ve been focusing on is building relationships, whether that’s with our aggregator partners or with brokers. When I first took over this role it was really important for me to get out and speak to brokers and their teams. I really wanted to make a conscious effort to actually connect across our whole portfolio of brokers; both those who use us [already] and those that don’t. I want to get that feedback bottom-up, because that’s going to really shape how we actually grow going forward.