Lindsay
Branch Manager
Battersea, London
Why HBOS?
I worked part-time in a Halifax branch while I was studying and was well looked after even though I wasn't full time. When I finished studying I looked into the opportunities on offer at HBOS and liked what I saw. It's a big organisation (there's branches on pretty much every high street) with lots of opportunities. I also liked the fact they were very open and straight talking in their approach to dealing with customers. As a business they were very clear about what they wanted to achieve.
How did you get to where you are now?
I joined as a management trainee and spent around one and a half years gaining experience in a variety of branches across West London. What I really liked about the training was its flexibility. It isn't one size fits all. If you're learning quickly the scheme will push you on whereas if you need more time to develop the scheme will make sure you have all the support you need.
Once I got a feel for the way the branches worked and all the different products on offer I took on the role of assistant manager. This happened quite quickly but I enjoyed the responsibility that came with it. I worked in a variety of branches at this level and even ran a small branch for a while as part of my training. I also spent four months working alongside an area coach, visiting branches to help mortgage advisers improve their skills.
After my training I could have gone on to run a smaller branch but I decided to gain further experience by working as an assistant manager in some of our larger branches. I thought this was a better option for me, as I'd develop the necessary skills to run a bigger branch myself. When I saw the opening at our Battersea branch I felt that was the right opportunity for me and now here I am.
What does the role of branch manager involve?
I'm responsible for the training and development of my team and sales performance of the branch. There are multiple areas in which the branch has to hit targets, including mortgages, bank accounts, insurance and business banking.
However, I'm not on my own. I have my team behind me and I get a lot of support from the specialists in my branch (personal financial advisers and mortgage advisers). I can also call on the knowledge and expertise of my area manager and other branch managers in my region for help. It's a good support network and it also creates a bit of friendly rivalry to see which branch comes out on top each quarter.
Can you describe a typical day?
I tend to get in around 8.30 am to take a conference call with other managers in the area. This will highlight if there are particular issues that we need to address or whether there's been a change in focus for our sales efforts.
At 8.45 I have a 'buzz' meeting with my team. The aim of this is to get them motivated for the day ahead. I also give people goals to achieve before the branch closes.
The branch opens at 9 and at 10 I get my sales team together to discuss how, as a branch, we're going to meet our targets. If sales aren't coming we need to think about new ways of generating better leads.
After that it's into the banking hall to talk to customers. As well helping to drive sales in the banking hall I have to deal with emails from my area manager and sort out any other management issues that crop up throughout the day.
The branch closes at 5 but before it does I try to catch up with every one in the team to see if they've managed to achieve their day's goals. Then I call my area manager to talk through that day's figures before locking up and heading home.
What sort of benefits do you enjoy?
Everyone at HBOS benefits from the Total Reward package, which includes things like discounted health and dental care, pension and share save schemes. As a branch manager I also get a company car and a credit card that I can use to reward good performance in my team. Plus I get bonuses relating to my branch's performance and the performance of my areas as a whole.
What sort of qualities do you need to succeed in the branch environment?
You need to be positive, enthusiastic and motivated by targets. It is very sales-focused so you have to be confident enough to approach customers and talk to them about the benefits of our products and services. You also need to be a good team player as a lot of the branch's success depends on people working well together.
What's the next step for your career?
The normal route for branch managers is to run bigger and bigger branches. All areas have different sized branches to aid this progression. But if you wanted to move areas and run a branch in a different part of the country you'd get help with relocation. After that you could progress to Area Manager. There are also specialist roles at area manager level and I'm particularly interested in becoming an Area Mortgage Manager.
