Vulnerable Customers

  • 10 May 2022
  • Webinar
Webcast Details

It is time to re-think what leadership means. Historically, the perception of leadership is that it only applies to a few individuals with seniority status within an organisation. The role of said leader was to provide guidance and direction to a team.

Many conversations have centered around ‘leadership styles’ and how leaders can lead effectively. In our Leadership for all series, our range of podcasts, webcasts and blogs will explore how everyone can adopt key aspects of leadership within their roles daily. 

In partnership with Nicholas Boyle, Academic Associate and Director of Storm 7 Coaching, we are delighted to share our ‘Leadership for all’ series. Each month, a new topic will be explored, delving into key subjects within the banking sector, with insight from a wide range of experts.

During this webcast, our Chair and panel will discuss how aspects of leadership can be implemented towards Vulnerable Customers, at every level.



Nicholas Boyle

Nicholas Boyle

Storm 7 Coaching | Academic Associate and Director

Nicholas Boyle is a highly successful Leader, Facilitator, Accredited Professional Executive Coach (AC) and Speaker with an absolute drive to deliver excellence for Customers. Specialising in cultural and behavioural change through supporting Leaders develop phenomenal Leadership principles. With a history of personal success in Performance, People Leadership and Business Development spanning the Retail, Small Business as well as Corporate environments.


Neil Mitchell

Neil Mitchell

TSB Bank plc | Head of Customer Risk

Neil Mitchell is Head of Customer Risk for TSB Bank plc. He is a Fellow of the Chartered Banker Institute and an MBA graduate from Edinburgh Business School.  Neil co-ordinates and oversees first line conduct risk governance across TSB, is responsible for the bank’s strategy and policy for vulnerable customers and is leading the programme embedding the FCA’s new Consumer Duty. He also supervises first line risk activity, including financial crime, in the Customer Banking function. Neil has over 30 years leadership experience in retail, commercial, strategic and risk roles including Area Director, Head of Retail Sales and Head of Risk during the divestment of TSB from Lloyds Banking Group and subsequently the build of the TSB first line risk functions. Neil has previously held non-executive roles in the arts sector and led funding activity on behalf of the Bank in new vehicles focussed on making positive social and economic impact.
Joanna Finlay

Joanna Finlay

Virgin Money | Senior Vulnerability & Inclusion Manager


Joanna Finlay is Senior Vulnerability & Inclusion Manager at Virgin Money. She shapes and drives the Vulnerable Customer strategy, with the ambition of making banking easier, for everyone. This includes outcomes-focussed cultural change, embedding Inclusive Design and cross-sector work to eliminate Poverty Premiums.

Joanna has 15 years’ experience in banking, covering strategy, product management and developing purpose-led culture. She was Young Banker of the Year 2017 and is a Board member for the Centre for Social Justice’s Financial Inclusion policy unit, and a TEDx speaker.


Date & Schedule

Tuesday 10th May 2022

12:00 - 13:00 BST

Booking Details

To Register please click, here.

If you experience any difficulties please email [email protected] 

CPD Requirement
Attending this event counts towards Chartered Banker Institute members’ annual CPD requirement (1 hour).