Michael Geoghegan Quotations

Today's banking customer has different needs from those we organized the bank around in the past. Each month customers now make 5.5 million calls to our service centers, and log on 9 million times to do their banking online. This has had a transformational effect on our business, and we have to manage the bank accordingly.

The aim of these changes is to improve our focus on customers and our ability to serve their changing financial needs. It will also address the high ratio of staff in head office functions to those in direct customer contact,

Adam is certainly responsible for popularizing it, but a lot of people worked on various parts of it.

It can be anything from corporate commercial stuff to somebody sharing their most personal thoughts.

It certainly marks a major milestone in the adoption curve.

The redeployment and removal of some roles will simplify our management structure and strip away costs that are no longer sustainable for financial retailers today. And the only way to secure jobs in the long term is to remain efficient and competitive.

We must make decisions now, however difficult, to manage for the future.