The ongoing shake-up in the retail banking landscape calls for wise heads more than ever before: as new entrants and incoming leaders know well, to create and run a successful and fruitful bank means more than just reforming processes to suit the 21st century.
Specialised knowledge and holistic understanding is vital.
Enter Vaughn Richtor, CEO of ING DIRECT Australia, and the author of The Currency of People: Leading a customer-focused bank.
Vaughn Richtor takes no management philosophy or traditional methodology at face value but has thought through what a purposeful retail bank must do for success. He also applies the mission of the bank to staff as well as customers and thus fosters a culture of growth and high ambition. This leads him to question traditional metrics of performance. He has a refreshingly evolved approach to his analysis, meditating on both the wider meaning of consumer banking and the nitty-gritty of the tiniest interaction.
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