Private Banking
Karen Davies
1
Appendix 1 – Client feedback
Mrs T –
I had booked a long weekend for my mum and I in Oxford, whilst travelling to our destination I received a panic call from one of
my Private Banking Managers.
 One of her customers had filled her car with fuel at a Tesco store, however on paying her card had been declined as there was a
problem with the limit on her account.
The consequence being that the Police would either be called OR her car would be impounded as she had no other means of
paying!
Her husband was working away and everything seemed stacked against us! As you can imagine I was furious in the fact that one
of my customers who was good for the money had been placed in such as embarrassing position, and at worst on a Friday
evening when technically the Bank were shutting shop for the weekend!
Everything goes through your mind: did she have the money to get home, did she have a child in the car … the list goes on.
I quickly rang the Private Banking Centre and spoke to the Centre Manager whose attitude was well these things do happen …
what would you like me to do!
At that point I thought I will not rest unless I sort it … I took it upon myself to speak to the Tesco store direct and assured them
that it was a Bank error and there was no problem with customers account, however this did not get over the fact of payment.
After some strong negotiation and my name, address and contact number being taken, along with the offer of me driving to the
most local Tesco that I could find that night, they did let the customer proceed home, on the promise that she would return
Monday to settle the bill.
I have never been so relieved and stressed in the same evening, however my perseverance paid off! Customer was so
impressed that I had gone to so much trouble especially being that I was en route anyway but sometimes you are never off duty!
Appendix 2 – Client feedback
Customer Events –
I encourage my team to undertake at least a couple of events each year.
That have informative speakers across a wide range of financial areas be it: Tax benefits, the Economy and impact of inflation …
anything where we can provide customers with access to new information.
Most importantly for them to ask us any burning questions they have.
We ran one recently and had 30 customers attend.
I want to make the whole Private Banking experience unique and continually ask customers for their feedback … I sent 30 Thank
you cards to the customers for attending, including my Business card and inviting them to provide feedback on any areas they
would like to see in future.
I have already had 3 calls saying how special they felt by my handwriting and taking the time to send the cards! Wow!
Appendix 3 – Service Nominations
Karen has nominated members of her team for the Customer Service Recognition awards – Service Matters. Below are examples
of some of the nominations demonstrating their focus on customer service and becoming the clients Trusted Adviser.
Stuart D’Ivry
About 18 months ago I was passed the lead for Rhod who was identified as meeting Private Banking criteria. At first Rhod was
extremely reluctant to meet with me as he did not see the benefit of Private banking and had no real interest in his finances.
Through my persistence Rhod agreed to meet which was the first step to building the Trusted Adviser relationship.
After our first meeting I identified some basic financial planning options for Rhod to consider, at which stage he was introduced to
my Financial Planning colleague to discuss further.
We organised for another meeting where we set up a basic pension. Then after further career progression for Rhod, I organised
for him to again meet the Financial Planning Manager and this resulted in a further lump sum and additional regular contribution of
to his pension. This resulted in some good income for the Group and shows that through my caring for the customer he has built
up trust and appreciates our professionalism when dealing /advising on his finances.
Rhod also booked in to see Natwest Independent Financial Services to discuss a large savings balance.
From a relationship that at first was non existent, through my proactivity and determination, I feel that our relationship has
gone from strength to strength resulting in me really becoming his Trusted PROFESSIONAL Adviser. As a consequence
I’m hoping this will continue to flourish … plus that I can attain referrals on the back of looking after this customer so well.
Appendix 3a – Service Nominations
Fiona King Evans
Our customer, Stephen sadly lost his wife to cancer earlier this year, fortunately, given the circumstances, she was well insured
through a number of providers. However Stephen encountered no end of issues with the insurance companies with regards them
wanting to make cheques payable to the trustees of her estate etc. Fiona became involved after he made contact, explaining the
problems and frustration around attempting to pay the cheques in. Thankfully resolved when it was both a frustrating and
upsetting time for the customer.
Fiona discussed the case with her Financial Planning Manager, Hywel Stanton who made several phone calls on the customers
behalf to insurance companies to explain the situation, and Fiona really put herself out in order to ensure that an account was
available to receive the funds, when they became available, whoever they were made payable to. The situation was eventually
resolved, without Stephen suffering too much distress at a difficult time for him.
Stephen was very grateful for our help, and invested a lump sum with us in a portfolio bond, as well as setting up a regular
savings investment ISA, opening three deposit accounts and investing another lump sum into 2 year deposit bonds. He has also
asked us if we could meet with his son, who has money to invest. He thanked us for all our support and said that he is
very pleased with Nat West and the service we provide, and is more than happy to conduct all of his finances with us as a
consequence.
I think this demonstrates that, if you treat customers fairly, even when there is no obvious reward in sight, it can result in a
really positive outcome for everyone.
Appendix 3b – Service Nominations
Gaynor Davies
Received notification through Customer Satisfaction Survey that a customer was very dissatisfied with Natwest regarding
renewing of mortgage on a 5 year fixed deal back in 2008 when interest rates are much lower. When I rang customer to discuss
he said they had rang him at the wrong time, he’d lashed out before thinking. He clearly regretted his comments as he knew it was
his decision to go for that particular rate when he spoke to our mortgage services.
He explained of ongoing heart problems and was due back into hospital for further treatment. He was not well at all and been off
work. I reminded him that he had taken out cover for the mortgage and bank loan and that he should claim on the sickness
front. He advised that in his role as a GP he works for a private company that assesses people who are claiming on policies whilst
off sick and that they are not worth the paper they are written on. He was really negative and adamant that he was not going to
put in a claim as it would be waste of his time. I tried to overcome his objections but could see it was not a good time, thus in
the end he agreed that I could order the claim forms for the time he came back out from hospital and we would chat at that time.
Later I rang customer to arrange meeting to assist him in completing the forms but again he was negative – did not want to
pursue. He eventually calmed down and listened to my views that he would be claiming legitimately; he had been paying
premiums for both these policies and reminded him why he had taken them out ; if illness long term then he could find himself on
half pay shortly and eventually down to nil salary and more importantly that I was there to assist him in every part of the way.
Conclusion he finally agreed to proceed and I can remember him saying now ‘Miss Davies I have every confidence in you as
my Relationship Manager and you have always looked after me for the past 12 years thus I will do as you say’. He called
to see me to thank me most sincerely for persuading him to put in the claims as they have paid out to the tune of £10500
which has been a godsend.
He has since had to retire and in dispute with his employer over disability payments from a private medical plan he had. Also not
sure whether he is paying the right tax in his various pensions and Inland Revenue contacted him which I could see was stressing
him out as he had just come out of hospital (been in Intensive care for nearly 4 months with surgeon having to restart his heart at
one point) . Mentioned our Tax Advisory Service and keen to sign up to let our specialist department take the hassle away from
him. He wanted to thank me for dealing with his wife sympathetically when he was in hospital, for the times he was worried
about the bank accounts and that I made the process very easy for his wife to ring me and put their minds at ease.
Appendix 4 – Pulse survey of team May 2010
A: Regional Average
B: Karen
National Questions
In my opinion my immediate manager/ team leader: Manages people well
Area Manager
Area
A
84
11
How good a job is the Executive of the division doing in: communicating with people
Sarah Deaves
74
6
In my opinion my business as a whole is well managed
Private Banking
74
1
I think the division is doing a good job of retaining its most talented people
Private Banking
64
4
My current job provides a sufficient challenge and stretch for my skills, compentencies and
interest
RM/Graduate
Role/PMA/AM/RDA
84
-4
62
2
The RBS Group offers a level of job security as good as or better than the job security offered on RBS
other organisations in the financial sector
B
I believe I have the opportunity for personal development and growth in the division
Private Banking
75
5
The amount of stress I expereince on my job seriously reduces my effectiveness
Private Banking
55
-5
The business makes adequate use of recognition and rewards other than money to encourage
good performance.
Private Banking
61
14
Regional Questions
Too many approvals are required for routine decisions
Area
A
B
Private Banking
76
8
There is good co-operation between: My branch/ department/ unit and other
Branches/ departments/ units
Most of the time it is safe to speak up in the Division
Private Banking
70
1
Private Banking
71
0
Given the opportunity I tell others great things about working here
Private Banking
68
-5
These results show that Karen’s team rated her above the Regional average on every question and this gave Karen a top 3
position against her peers.
Appendix 5 – Customer Satisfaction Survey results
This league tables show Karen’s results in the customer satisfaction survey against her Area Managers peers across the whole
business. Karen was ranked number one.
Appendix 6 – League table
PBV League Table
Private Banking
Area Managers
Week 52 YTD
Key:
Above Target
Within 10% of Target
More than 10% below Target
ID
1654105659
1654096277
1654111358
1654103134
1654105098
1654102563
1654097114
1654105846
1654095072
1654091888
HOPB
NIGEL JACKSON
NIGEL JACKSON
NIGEL JACKSON
NIGEL JACKSON
NIGEL JACKSON
NIGEL JACKSON
NIGEL JACKSON
NIGEL JACKSON
NIGEL JACKSON
NIGEL JACKSON
RD
JACQUELINE COSTELLO
DAVID BATEY
KEVIN GUY
GLEN HARRIS
JACQUELINE COSTELLO
GLEN HARRIS
DAVID BATEY
JACQUELINE COSTELLO
DAVID BATEY
DAVID BATEY
AM
CHARLES SPURGEON
SIMON BENTLEY
MICHAEL HARLEY
SALLY-ANNE RICHARDSON
KATHY JEPSON
KAREN LOUISE DAVIES
STEVEN BACON
BARRY GRIEVE
GRAHAM WATTS
RICHARD CRUMP
YTD Target
6,160,305
9,831,184
8,057,976
6,821,143
7,682,273
6,774,250
9,936,988
6,650,638
7,528,643
8,959,999
Total PBV
% of
YTD PBI
Target
8,145,976
132%
11,807,346
120%
9,358,848
116%
7,811,660
115%
8,717,560
113%
7,673,282
113%
11,081,772
112%
7,278,397
109%
8,198,436
109%
9,725,284
109%
Rank
1
2
3
4
5
6
7
8
9
10
Karen’s strong team performance is evidenced here with her finishing in 6 th position on 113% of target, against her 46 Area
Manager colleagues.
Appendix 6a – League table
PBV League Table
Private Banking
ID
1353151198
1353148951
1387725255
1353150956
1353151303
1353151688
1353150821
1353149031
1387724256
1387724434
HOPB
NIGEL JACKSON
NIGEL JACKSON
NIGEL JACKSON
NIGEL JACKSON
NIGEL JACKSON
NIGEL JACKSON
NIGEL JACKSON
NIGEL JACKSON
NIGEL JACKSON
NIGEL JACKSON
Relationship Managers
RD
GLEN HARRIS
GLEN HARRIS
GLEN HARRIS
GLEN HARRIS
GLEN HARRIS
GLEN HARRIS
GLEN HARRIS
GLEN HARRIS
GLEN HARRIS
GLEN HARRIS
AM
KAREN LOUISE
KAREN LOUISE
KAREN LOUISE
KAREN LOUISE
KAREN LOUISE
KAREN LOUISE
KAREN LOUISE
KAREN LOUISE
KAREN LOUISE
KAREN LOUISE
Week 52 YTD
DAVIES
DAVIES
DAVIES
DAVIES
DAVIES
DAVIES
DAVIES
DAVIES
DAVIES
DAVIES
RM
STUART D'IVRY
FIONA KING EVANS
VANESSA RACHAEL ALLIN-JACKSON
JONATHAN POPHAM
DAVID WILLS
GAYNOR DAVIES
GERARD FOLEY
SANDY JOHN
ALISON WHISTANCE
BARBARA MICHAEL
Port
15674
15775
19487
16134
15915
15760
16092
16139
19490
19488
Total PBV
YTD
% of
Target YTD PBI Target
892,248 1,201,050 135%
711,957 880,809
124%
501,938 566,423
113%
832,200 933,381
112%
598,818 671,084
112%
838,419 890,784
106%
699,080 702,829
101%
652,206 645,614
99%
532,210 514,898
97%
548,013 496,310
91%
Rank
8
23
66
76
77
140
235
273
318
389
Karen’s individual team members all had strong performances during 2010, with 70% of them finishing above target. The
remaining 30% were within 9% of target.
PBV League Table
Private Banking
ID
1654090219
1654089178
1654089739
1654090549
1654090870
1696849009
HOPB
NIGEL JACKSON
NIGEL JACKSON
NIGEL JACKSON
NIGEL JACKSON
NIGEL JACKSON
GORDON DOW
Regional Directors
RD
JACQUELINE COSTELLO
DAVID BATEY
GLEN HARRIS
KEVIN GUY
JOHN BATTH
STEVE RENFREW
Week 52 YTD
Total PBV
% of
YTD Target YTD PBI Target
58,679,664 64,171,220 109%
90,591,382 97,438,163 108%
58,196,569 61,538,366 106%
74,341,999 77,836,339 105%
61,224,970 62,713,095 102%
3,135,564
2,875,416
92%
Rank
1
2
3
4
5
6
Karen’s strong team performance gave strong support to her Regional Directors overall position, with the Region finishing on
106% of target.
Appendix 7 – Awards
Private Banking
March 2011
South West Region
presented to
Karen Davies
Top Area Manager total
PBV
225%
Regional
Director
Glen Harris
Glen
Appendix 8 – Staff accolades
______________________________________________
From:
ALLINJACKSON, VANESSA
To:
SAVILLE, CAROLINE
Hi Caroline
I am a Private Banking Manager in Karen's team. I have been in Private with Karen for 2.5 years. I can honestly put my hand on
my heart and say that in my ten years with NatWest Karen is the most supportive, motivative and caring line manager that I
have had.
What I find with Karen, it’s not just the role that she supports you with it’s the other factors, such as your life outside work.
Karen actively wants to know how her team are, a very caring nature, what the team like to do in their spare time . Karen also
shows an interest in individuals career aspirations, developing her team further, always introducing original tasks to
enhance team performance, moral amongst the team and professionalism.
Nothing is too much trouble for Karen, and she is always quick to offer support and guidance.
Vanessa
Vanessa Allin-Jackson
Private Banking Manager, NatWest Private Banking
Appendix 8a – Staff accolades
_____________________________________________
From:
THOMAS, Andrew,
To:
SAVILLE, CAROLINE
Hi Caroline
I work very closely with Karen in my role as Area Manager looking after a team of Financial Planning Managers in South Wales.
Karen is very customer driven in all that she does and this is evidenced when I have attended her weekly audios with her team
and her regular team meetings. She is very professional and ensures communication is delivered promptly and effectively
in relation to business messages and she always relates these to the positive effect on our customers.
Karen is very proactive and is instrumental in helping to develop an excellent relationship with her Stakeholders e.g. myself
and Jon, Private Banking Regulated have a one team mentality which is passed down to our teams respectively.
I have always found Karen very supportive both with myself and our team members and she works tirelessly to overcome
potential barriers that get in the way of excellent customer service and performance.
When potential issues are identified Karen is very quick to identify issues before they become a long term problem and by
engaging people like myself we tackle issues early and ensure customers have first class service.
In summary I am delighted to be working alongside someone who represents Nat West very professionally and her
commitment/enthusiasm is second to none.
Andrew Thomas
Area Manager
Appendix 8b – Staff accolades
______________________________________________
From:
Collins, Tina
To:
SAVILLE, CAROLINE
Hi Caroline
If Karen were a stick of rock, and you cut her in half, through the middle of her it would say - customer comes first, and service
is paramount. She lives, breaths and embodies all customer values and always has. She sums up what we champion under the
4 pillars and always has the customer at the heart of everything - from how she engages with stakeholders, her team, and
how she presents herself.
Karen is always the voice of the customer, ensuring their needs are prioritised and fulfilled. Karen’s team diaries are always the
fullest from the PBD - and this is due to her passion and drive to deliver great customer experiences and ensure her team
are embodying helpful banking. She is supportive and will always go above and beyond to help everyone to be successful
- a true team player.
Her passion extends to all she encounters, basically Karen doesn't see any wall around her 'team', we are all part of her team
for the good of her customers. She has delivered huge amounts of training within the PBD to bring her new to group PBOs on
board quickly, both by coming across to the centre, and by training audio, and product 'energy bursts' to keep the knowledge
growing. This has enabled the assistants to be far more professional, proactive, and simplify things for the clients - truly
enabling them to evidence they care. I know this team ethos extends to her interaction with her other stakeholders.
She is driven and will be challenging when necessary to ensure Service and the customer are prioritised - as she rightly
won't accept second best for the client. She succeeds from expecting the best from both herself, her team and all who interact
with the client - and is more than prepared to help and support those around her to deliver excellence.
Additionally she is always happy to speak to her customers - keeping herself in touch with their needs and wishes.
It sounds trite but she walks the talk - a true professional at all times, who brings to her role the passion she has for her people
and her customers. Karen Davies only does extra - ordinary - I can't think of anyone who would better deserve such an award.
Tina Collins
Regional Centre Manager South West,