Meet our people

What makes Handelsbanken different from other banks?

In one word, culture. We have a deep-seated decentralised culture in the Bank that really sets us apart in the market place. My customers know when they are speaking to me, they are speaking to the decision-maker who is not target-based or incentivised with bonuses -  that is a really powerful message.

Describe your career journey at the Bank

I joined the Bank on its Summer Internship in 2016 and spent two months in the Manchester Spinningfields branch. I knew it was for me from day one so when a full-time job opportunity in the Regional Business Support Team came available I was delighted to apply. I spent 18 months travelling between the regions 32 branches, helping new and existing business customers with their cash management needs. I then moved to our Stockport branch to take on an Account Manager Support role before transitioning to become a Developing Corporate Manager. 14 months ago I moved back to our Manchester Spinningfields branch to take up the position of Individual Banking Manager. During this time I have gained Chartered Banking and CeMAP qualifications supported by the Bank. I have also been involved with the region's Future Accelerated Succession Talent (FAST) programme, where by a group of young employees at the Bank had regular 'sessions' with the head of our region and provided reverse mentoring to the regions Senior Leadership team.

What do you look forward to most each day?

Telling the Handelsbanken story. I really do enjoy explaining the history of Handelsbanken, how we operate and why we are different. I especially enjoy speaking to prospective customers who have not heard of the Bank and show a genuine interest in our unique culture. 

In your role, how do you help make customers feel satisfied?

I work with my customers in a similar way that their long-term accountants and lawyers do, with the aim of becoming their trusted advisor. When your customers know you are the decision-maker and they know you truly understand how they operate, what their long-term plans are and how as a Bank we can help them, it naturally leads to satisfied customers.

What makes Handelsbanken different from other banks?

It has a decentralised model which is encapsulated by our motto the 'branch is the bank' to our customers, thus the branch has greater control over the decisions it makes.

In a branch-based role you have closer interactions with customers and they know you by name. They can also be confident that all the branch staff know them too.  

Describe you career journey at the Bank

My first role in the Bank was that of Account Manager Support, dealing with administrative processes for a wide range of transactions for both Corporate and Individual Banking customers. 

After two years, I undertook a six month secondment to our Compliance team, following which I became a Compliance Officer. It's my ideal role and I’m a four year veteran.

I am also a Mental Health First Aider; member of the Diversity & Inclusion Forum and have also delivered Conduct Rules training to staff in our region. My Manager is very supportive in giving me time away from the day job to partake in these activities.

What does a typical working day look like for you?

The Compliance team has a broad range of regulatory monitoring activities to undertake, which include: monitoring adherence to the complaints handling process, branch visits to test the regulatory knowledge of employees; file checks and reviewing conflicts of interest. So, there’s no such thing as a typical working day!

What do you look forwards to most each day?

Interacting with my colleagues – I especially enjoy the camaraderie within my team!

In your role, how do you help make customers feel satisfied?

My current role doesn’t have direct customer contact, however I do influence customer satisfaction by providing support and guidance to my colleagues. By always thinking about the customer impact and trying to put ourselves in the position of the customer we can achieve fair customer outcomes. This in turn leads to satisfied customers.

What makes Handelsbanken different from other banks?

Whilst the obvious answer has to be the decentralised model, and to a large extent this is true, on a practical level for me, this exhibits itself on a daily basis through the respect and empowerment you are given by everyone in the organisation. Short lines of communication mean you often hear from, and indeed are given the opportunity to speak to, the senior leaders in the organisation, who you genuinely feel are also wholly invested in our common goals and preservation of our culture. 

Describe your career journey at the Bank

I joined the Bank in 2015 as a Corporate Banking manager in Halifax. During my two years there I was given several personal development opportunities, the most significant of which was participation in the Bank's Potential Leaders Programme. In 2017 I became Branch Manager in our Bradford branch; and two years later I was doing the same role in Halifax too. June 2020 saw my last branch move to Leeds city centre, before taking on my current role, where I've been able to expand my knowledge of the Bank's wider operations.

What do you look forward to most each day?

Interactions with my team to find the best ways to meet our evolving customers' demands. The role I now have offers a huge amount of variety, from conversations around making internal processes and systems more efficient, to working colleagues across the Bank on new digital solutions.

In your role, how do you help make customers feel satisfied?

By ensuring all my team understand and share the values outlined in our book on corporate culture, 'Our Way'. Importantly it's making sure each team member understands the specific role they play in delivering those values when dealing with customers. I endeavour to keep the customer at the centre of the decisions I make. I listen and learn from feedback, ensuring the support customers receive from my team is consistent and results in first-class service. 

What makes Handelsbanken different from other banks?

The level of autonomy we have and the time and freedom it gives you to not only make the right decision but understand why you’re making that decision. The roles here are much ‘bigger’ than other banks but you learn a lot more and have a deeper understanding. 

What does a typical working day look like for you?

No day is like another, no matter how much I try to make that the case! While we have a lot of routine things that need to be done the majority of my day is spent on customer-related tasks which for me primarily means assessing credit, be that new cases or existing ones. I meet with customers either in person or virtually and spend a long time getting to know them, so I can meet their needs.  

What do you look forward to most each day?

My morning cup of coffee (we have excellent coffee at Wimbledon)! Part of that is having a nice chat with my colleagues which I think is really important. Handelsbanken feels more human than other places I've worked. Our team is quite small so we know each other well which I really value.

In your role, how do you help make customers feel satisfied?

Listen to them and be as open and honest as I can. Always greet them with a smile whether it’s on the phone or face-to-face.

What makes Handelsbanken different from other banks?

Handelsbanken is incredibly different to high street banks. From a customer perspective, they deal with the decision-maker. Customers have direct lines into branches and know the branch staff. New customers are always surprised when you answer your own phone and recognise them by voice! We develop long-term relationships with customers where we are able to act as a trusted advisor.   

Describe your career journey at the Bank

At Handelsbanken, it is your responsibility to drive your own career. I started as an Account Manager Support 12 years ago – this is a key role within the branch and provided me with excellent knowledge in terms of documentation and processes. I then progressed to an Individual Banking Manager – looking after a portfolio of personal customers and advising on regulated mortgages. Last September, I was successfully appointed as Deputy Branch Manager at Chester. I’m incredibly honoured to have built my career at Handelsbanken and couldn’t imagine working anywhere else. 

What do you look forward to most each day?

Brightening someone’s day – whether I can assist a colleague with their development, contribute towards someone’s mental health and well-being or can offer trusted advice to a customer, I know that I have done a good day's work. 

In your role, how do you help make customers feel satisfied?

It’s simple – we are open and honest with the advice we give and we keep our promises!

Describe your career journey at the Bank?

It has certainly been a journey, starting out as a junior infrastructure technician with only three branches, I have seen the Bank grow exponentially in terms of both branches and employees. During my time at the Bank I have held the role of senior infrastructure engineer, infrastructure team leader and more recently been appointed the IT Operations Manager. 

What does a typical working day look like for you? 

I am sure most people's days are very similar, lots of planning, co-ordinating, activities, meetings and emails. The role is fast-paced and at times you have to wear many different hats depending on the nature of the work or activity at hand. I try to remain in a ready and available mode as much as possible for both the team and demands of the business.

What do you look forward to most each day?

I am extremely lucky to be able to say that I have some great colleagues that I work alongside and these people make a real difference. I would also say the satisfaction that I have done a good job and in some shape or form made a difference to something or someone.

In your role, how do you help make customers feel satisfied? 

As a service department we try our utmost to provide a good robust service for our staff. At times we appreciate that we may not always get this right. As part of our continued service improvement we always work with our colleagues and continue to learn and grow from all experiences.

What makes Handelsbanken different from other banks?

At Handelsbanken, whatever your role in the Bank, your primary focus is the customer. There is no pressure of a sales target, simply a brief to do the right thing and at the same time help the Bank increase its profitability, whilst offering outstanding customer service. This results in long-term mutually beneficial relationships and is confirmed by our customers year-on-year in various external surveys. 

Describe your career journey at the Bank

I joined Handelsbanken as a Cash Management Specialist, having spent eight years at a high street bank. After three years helping to establish this new team across the Central region, I became a Corporate Banking Manager in our Derby branch, where I was responsible for a portfolio of both trading and property investment businesses. For the first time I had my own lending discretion, allowing me to make my own decisions for my customers, whilst operating within the Bank's credit policy. After three years in the role, I wanted to develop my credit analysis skills further and so moved on to my current role as a Credit Analyst.

What does a typical working day look like for you?

The majority of my day is spent assessing credit applications that have been submitted by one of our branches. I will either make a decision, or alternatively make a recommendation to our Regional Credit Committee. For the latter, I am responsible for presenting the proposal on behalf of our branch to the Credit Committee. I also spend much of my time engaging with my colleagues in the branch and offering general support or guidance on credit-related matters.

What do you look forward to most each day?

I enjoy being part of the Central Region Head Office team. While my role is focused on credit, it also includes other responsibilities which have enabled me to continue to enhance my skillset. I look forward to making decisions that will in turn provide support to one of the Bank's customers. I also enjoy the responsibility of maintaining the Bank's robust risk assessment and protecting our legacy of having one of the lowest loan loss ratios of all banks.

What makes Handelsbanken different from other banks?

It lies in our culture and the way we do things. Handelsbanken is a local relationship bank with a focus on satisfying customers, tailored service, financial strength and sustainable values. Delivering customer satisfaction is our top priority. As a decentralised bank we achieve this by getting to know our customers, the community and the local markets in which we operate.

Describe your career journey at the Bank

I started my journey in Handelsbanken in 2019 as an Account Manager Support (AMS) intern, which gave me an in-depth insight into Handelsbanken culture, values and how it maintains relationships. Determined to proactively look for a vacancy within the Bank, I succeeded in securing a role as a Screening Analyst, which I have thoroughly enjoyed. In this role I performed screening checks for new customers, to ensure compliance with regulatory best practice. I then moved to our Staff Branch North as an Account Manager Support with the aim to work closer with our customers.

What do you look forward to most each day?

The sense of value and empowerment is what I look forward to most each day. Handelsbanken’s culture is a culture where each individual’s efforts are recognised and appreciated, and where employees are encouraged and trusted to take responsibility in our daily tasks. The feeling of contributing positively and effectively to my team encourages me to take great pride in the quality of my work.

In your role, how do you help make customers feel satisfied?

By supporting the branch in increasing customer satisfaction levels and by delivering first class service whilst ensuring all regulatory requirements are adhered to. As an AMS my main responsibility is to deliver comprehensive support across the branch by delivering proactive solutions and administrative duties. Maintaining regular contact with our customers is also crucial in my role as it is vital to develop solid relationships - I achieve this by answering any queries they may have and ensuring they always receive the support they need.