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Personal
I grew up in a small business household. This equipped me with clear line of sight into what it takes to start a business: the confidence required in your product or service, the challenge of no longer receiving a stable income, the search for credit and the value in a committed banking partner.
I always try to translate these notions into what banking can be and should be. This means commitment to building unique, customer friendly financial services, sometimes even before our clients know what they want and need.
Integration
At Lloyd's and American Express I really learned how critical it is to understand the design target in order to successfully deliver clear, easy to use products and services. Now, building out the Chase affluent banking segment requires integrating complex offerings in a simple way that can be easily serviced by our bankers and understood by our customers, particularly with Private Client up and running in over 2000 branches.
Innovation
The financial services industry is at a cross-road’s, as technology and competition ratchet up customers' expectations of what banking should be. This means there is a profusion of enthusiasm, ideas and technologies all vying for attention and mindshare. I have a proven track-record of sorting through idea’s, identifying innovations that serve customers better, plus, have sound economics, then getting these ideas to market.
Risk Assessment and Decision Making
Every day there are many ideas and opportunities to challenge protocols, remove bureaucracy and build smoother client experience. However, each opportunity needs careful assessment. Usually policies and procedures exist for a reason. Specialized, bespoke services do increase complexity. Careful assessment of change management rules and proper communications is critical today to ensure we make the right decisions for the business and for our customers.