A Member’s Perspective – the key lessons learned during lockdown

Join our President, Bill McCall, in our first ‘meet the members’ webcast. In this webcast we will delve into some of our members experiences during lockdown, and unravel the key lessons learned over the past few months. We will also discuss their views on the financial services sector during these uncertain times, and what it means to be part of a Professional Body.

Other topics that will be covered:

• Adapting to working from home
• Top tips for working from home
• What makes a successful virtual team?
• What has lockdown taught you?

The Panel will be chaired by Bill McCall, President, Chartered Banker Institute, and comprise:

• Jo Wakefield, Capability Lead – Professionalism, NatWest Bank;
• Luke Norton, Relationship Manager – Santander Corporate & Commercial Banking
• Lauren Fuller, Customer Journey Developer - Natwest Bank

Find out more about our panel members below;

• Jo Wakefield has responsibility for Professional Development for all colleagues across the NatWest Retail Banking business which includes professionalising strategy, professional qualification frameworks, graduate & apprenticeships placements,  professional career development programmes, certification & assurance and CPD.

  She has worked for NatWest for 33 years, starting in traditional banking roles before moving into Learning & Development. Jo's proudest working achievement is to have led the programme which has seen over 16000 colleagues achieve a professional qualification.

• Luke Norton currently supports a number of SME’s across a number of sectors based in the West Midlands region. Prior to this he has held a number of different roles across retail, business and corporate banking. Luke is part of the Chartered Banker’s Membership Forum, an advisory group responsible for ensuring that the direction and activities of the Institute appropriately reflect members’ views.

• Lauren Fuller is an energetic, ambitious qualified mortgage adviser who has a passion for financial innovation and project management to improve both customer and colleague experience. Her current role as a customer journey developer includes the design and delivery of the digital bank of the future with accountability for the creation and delivery of all products and services required to meet the Customer Journey vision. Lauren is continually looking for opportunities to digitise, improve and manage the customer journey to deliver increased customer value and effortless customer experiences including her current project working in the new Green Mortgage product development. Lauren was a finalist in the Chartered Banker Young Banker of the Year 2019 where she developed a solution to support customers use their EPC to improve their energy performance rating on their homes which is being taken forward by NatWest.