Management Team

Matthew Ball

Matthew Ball

Head of Public Affairs | Policy & Communications


Matthew is responsible for leading the implementation of the Institute’s strategic and operational plans for public affairs, communications and thought-leadership.

Matthew has over 20 years’ experience working as a senior Parliamentary/Political Affairs Professional with a wealth of skills across all areas of public affairs, joining the Institute in 2015 to help raise its profile with key stakeholders. Matthew has worked for MPs, co-founded a public affairs agency and run think-tanks providing him with considerable knowledge of the operations of regulators and government. He is also an expert in the UK Parliamentary Process.

Matthew was Administrative Secretary to the All-Party Parliamentary Group for Building Societies and Financial Mutuals between 2003 and 2013 and immediately prior to working for the Institute, was Chief Executive of the financial services think-tank, New City Agenda.

Contact details
Email:  Tel: 07720 684226

Karen Cottrell

Karen Cottrell

Head of Relationship Management


As Head of Relationship Management, Karen is responsible for leading a team of Relationship Manager’s who partner with member banks to raise professionalism in banking through professional development and the raising of professional standards.

Karen joined the CB:PSB in April 2016 as a Professional Standards Manager, partnering with UK Banks to raise standards and professionalism in bankers and banking.

Prior to this Karen worked for Santander UK for 30 years (formally Abbey National), majority of this time was within retail banking branch network as a regulated Financial Advisor and Branch Manager. The final 12 years of Karen’s career at Santander was working within the Learning & Development team as a Relationship Manager and then Learning Business Partner covering all areas of the L&D spectrum.

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Martin Fishman

Martin Fishman

Head of Member and Partnership Engagement


Martin is responsible for leading our Member and Partnership Engagement Team. He is responsible for supporting and improving the membership journey proposition in collaboration with colleagues and commercial partners.

Martin joined us bringing with him experience in qualification development, publications and event management gained from both the Scottish Qualifications Authority, and Learning and Teaching Scotland’s Higher Still Unit. He joined the education team in 2001 with a particular focus on events and has overseen the steady development of our seminar and events programme. Martin has also served as Governance Manager, providing the secretariat function for Council and Committees, and as Head of Membership.

Following the establishment of our Operations Division, he was appointed to head the Member and Partnership Engagement Team with a wide remit including membership engagement, service excellence, maintenance of member records, marketing, events and member communications, including delivery of the Chartered Banker magazine.

Martin has a particular interest in developing our digital content and is a champion for harnessing the power of the web to deliver enhanced services to members.

Pamela Harrower

Pamela Harrower

Head of Finance & Facilities

Pamela is a qualified Chartered Accountant and joined the Institute in 1999. Prior to joining the team, Pamela gained extensive experience in external audit and as a Corporate Accountant with the global investment management company, Franklin Templeton Investments.
Mark Hill

Mark Hill

Business Partner - IT & Innovation

Mark is responsible for all aspects of our IT and has implemented many changes during the last 20 years. Mark has nearly 30 years' experience in IT, starting life as a humble programmer before graduating to the dizzy heights of IT manager. He has been with us for over 20 years and has helped to move us from a simple green screen database system to a fully integrated Microsoft Dynamics CRM system with web functionality via an Oracle database and a few sleepless nights.

Prince 2 qualified and also a Member of the British Computer Society, Mark also has experience in Microsoft Exchange, networks, Firewalls and IT infrastructure and planning in general. 
Shona Matthews

Shona Matthews

Head of Regulation and Policy


Shona is responsible for monitoring relevant regulatory and policy developments to ensure that the Institute responds appropriately. This is a key role in strengthening the Institute’s reputation and profile within the relevant regulatory communities and in helping keep members informed of current and future regulation.

With almost 20 years' experience in the financial services sector, Shona joined us in 2007. Prior to her current role she has led a number of strategic projects within the Institute, including implementation of a new website and management system, enhancing our marketing and communications strategy, as well as supporting our relationships with UK banks and international partners. Passionate about ensuring standards are practical, prior to taking on this role, Shona participated in many regulatory consultations, including the Financial Services Skills Council’s Working Group to develop professional qualification standards for investment advice in line with the requirements of the FSA’s Retail Distribution Review.

Shona was until 2014 an active member of the Scottish Parliament’s Cross Party Group on Skills, holding the position of Secretary between 2008 and 2013. 

Lynn McLeod

Lynn McLeod

Head of Professional Learning


Lynn leads the design, development and delivery of the Institute’s Chartered Banker and Professional Banker Diplomas, bespoke qualifications and continuing professional development for members.

Lynn’s experience includes banking, education, coaching, training and consultancy. During a 21 year career with Bank of Scotland, she had a diverse range of roles, including operational and HR management, and leadership development. As a freelance provider of coaching, training and consultancy, Lynn worked with a diverse range of clients, specialising in executive coaching, management development and coaching skills training. She has worked with the Institute as a freelance subject consultant, author, examiner and verifier for management and leadership subjects, a tutor for Professionalism and Ethics, and a facilitator of professional and personal development workshops for members. Lynn holds a Bachelor of Education from The University of Edinburgh and a Master of Science in Coaching from Edinburgh Napier University. 

A former Young Banker of the Year, Lynn is a Chartered Banker and an Institute Fellow. She is also a Member of the Association for Coaching and the British Psychological Society.

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Jennifer Prew

Jennifer Prew

Head of Professional Development


Jennifer develops strategic qualification and accreditation solutions, both in the UK and overseas, to support professional development in banks and financial services organisations.

Having worked in banking for over 20 years prior to joining us in 2009, Jennifer takes a very hands-on and practical approach to her role, viewing situations from a customer, employee and employer perspective, to deliver the best possible outcomes for all. Responsible for the recent development of tailored routes to qualifications across a variety banks, often involving the accreditation of internal bank learning programmes, increasing professionalism in banking is core to all her activities.

Having been a Chartered Banker for many years, and more recently awarded a Fellowship, she is proud to have been one of the very first to attain the Chartered Banker MBA qualification.

Outside of work, Jennifer enjoys spending as much time as possible with her family and dogs.

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Mark Roberts

Mark Roberts

Head of Learning Partnerships Strategy


Mark is responsible for our diverse range of Learning Partnerships which encompass many of the UK’s leading universities and business schools, professional bodies and other learning providers, both in the UK and internationally. He is also responsible for the learning delivery of our own qualifications, working with authors and tutors that support our students. 

He has over 25 years of experience in a variety of educational roles that have seen him develop and manage qualifications in schools and the further and higher education sectors. Mark has developed a wide range of educational programmes ranging from basic training courses / elearning, general qualifications for school-age children, professional qualifications to undergraduate and post-graduate level qualifications. Mark has experience of a variety of qualifications in a range of banking and wider financial services disciplines, including law and regulation, wealth management, residential lending, trade finance, retail and business banking.

Mark is a keen proponent of distance learning and a longstanding champion of the use of technology in empowering learners. He also takes a close interest in national qualification frameworks, the opportunities they offer to learners and their sponsors, and the underpinning regulatory requirements. Mark has worked with banks, educational institutions and independent banking Institutes in the UK, Europe, Africa, the GCC and Asia, with his experiences including new programme development, third-party teaching centre management, programme approval and regulatory review.

Katie Urquhart

Katie Urquhart

Head of Quality Assurance and Standards


As Head of Quality Assurance and Standards, Katie is responsible for developing, maintaining, enhancing and overseeing the Institute’s quality assurance, member conduct and governance systems. As an approved Credit Rating Body, an Apprenticeship End-Point Assessment Organisation (EPAO) and a FCA Accredited Body, the Institute is subject to a number of external reviews considering the quality of the Institute’s UK and international educational and related activities, for which the Quality and Standards department leads the response. 

Katie has been at the Institute since the start of 2015 and held roles as Head of the Awarding Body, Acting Head of Professional Standards (leading the strategic development and operations of the Chartered Banker Professional Standards Board (CB:PSB)) and Professional Standards Manager.

Prior to joining us here at the Institute, Katie worked for RBS for over 25 years, across a wide range of departments including Retail Banking, Group Technology, Business and Commercial Banking and Human Resources. In her later years at RBS, Katie designed and implemented Professional Standards and Accreditation programmes for the Group and also defined the Global policy for Professional Qualifications.

Katie has achieved the Chartered Banker Institute’s Diploma in Financial Services Leadership qualification and is also a Chartered IT Professional, a Member of the British Computer Society and a qualified Human Capital Strategist.

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