1

Private Banking

Karen Davies

Appendix 1 – Client feedback

Mrs T – I had booked a long weekend for my mum and I in Oxford, whilst travelling to our destination I received a panic call from one of my Private Banking Managers. One of her customers had filled her car with fuel at a Tesco store, however on paying her card had been declined as there was a problem with the limit on her account.The consequence being that the Police would either be called OR her car would be impounded as she had no other means of paying! Her husband was working away and everything seemed stacked against us! As you can imagine I was furious in the fact that one of my customers who was good for the money had been placed in such as embarrassing position, and at worst on a Friday evening when technically the Bank were shutting shop for the weekend! Everything goes through your mind: did she have the money to get home, did she have a child in the car … the list goes on. I quickly rang the Private Banking Centre and spoke to the Centre Manager whose attitude was well these things do happen … what would you like me to do! At that point I thought I will not rest unless I sort it … I took it upon myself to speak to the Tesco store direct and assured them that it was a Bank error and there was no problem with customers account, however this did not get over the fact of payment.After some strong negotiation and my name, address and contact number being taken, along with the offer of me driving to the most local Tesco that I could find that night, they did let the customer proceed home, on the promise that she would return Monday to settle the bill. I have never been so relieved and stressed in the same evening, however my perseverance paid off! Customer was so impressed that I had gone to so much trouble especially being that I was en route anyway but sometimes you are never off duty!

Appendix 2 – Client feedback

Customer Events – I encourage my team to undertake at least a couple of events each year.That have informative speakers across a wide range of financial areas be it: Tax benefits, the Economy and impact of inflation … anything where we can provide customers with access to new information.Most importantly for them to ask us any burning questions they have. We ran one recently and had 30 customers attend. I want to make the whole Private Banking experience unique and continually ask customers for their feedback … I sent 30 Thank you cards to the customers for attending, including my Business card and inviting them to provide feedback on any areas they would like to see in future. I have already had 3 calls saying how special they felt by my handwriting and taking the time to send the cards! Wow!

Appendix 3 – Service Nominations

Karen has nominated members of her team for the Customer Service Recognition awards – Service Matters. Below are examples of some of the nominations demonstrating their focus on customer service and becoming the clients Trusted Adviser.

Stuart D’Ivry

About 18 months ago I was passed the lead for Rhod who was identified as meeting Private Banking criteria. At first Rhod was extremely reluctant to meet with me as he did not see the benefit of Private banking and had no real interest in his finances. Through my persistence Rhod agreed to meet which was the first step to building the Trusted Adviser relationship.After our first meeting I identified some basic financial planning options for Rhod to consider, at which stage he was introduced to my Financial Planning colleague to discuss further.

We organised for another meeting where we set up a basic pension. Then after further career progression for Rhod, I organised for him to again meet the Financial Planning Manager and this resulted in a further lump sum and additional regular contribution of to his pension. This resulted in some good income for the Group and shows that through my caring for the customer he has built up trust and appreciates our professionalism when dealing /advising on his finances.

Rhod also booked in to see Natwest Independent Financial Services to discuss a large savings balance.

From a relationship that at first was non existent, through my proactivity and determination, I feel that our relationship has gone from strength to strength resulting in me really becoming his Trusted PROFESSIONAL Adviser . As a consequence I’m hoping this will continue to flourish … plus that I can attain referrals on the back of looking after this customer so well.

Appendix 3a – Service Nominations

Fiona King Evans

Our customer, Stephen sadly lost his wife to cancer earlier this year, fortunately, given the circumstances, she was well insured through a number of providers. However Stephen encountered no end of issues with the insurance companies with regards them wanting to make cheques payable to the trustees of her estate etc. Fiona became involved after he made contact, explaining the problems and frustration around attempting to pay the cheques in. Thankfully resolved when it was both a frustrating and upsetting time for the customer.

Fiona discussed the case with her Financial Planning Manager, Hywel Stanton who made several phone calls on the customers behalf to insurance companies to explain the situation, and Fiona really put herself out in order to ensure that an account was available to receive the funds, when they became available, whoever they were made payable to. The situation was eventually resolved, without Stephen suffering too much distress at a difficult time for him. Stephen was very grateful for our help, and invested a lump sum with us in a portfolio bond, as well as setting up a regular savings investment ISA, opening three deposit accounts and investing another lump sum into 2 year deposit bonds. He has also asked us if we could meet with his son, who has money to invest. He thanked us for all our support and said that he is very pleased with Nat West and the service we provide, and is more than happy to conduct all of his finances with us as a consequence. I think this demonstrates that, if you treat customers fairly, even when there is no obvious reward in sight, it can result in a really positive outcome for everyone. 

Appendix 3b – Service NominationsGaynor Davies

Received notification through Customer Satisfaction Survey that a customer was very dissatisfied with Natwest regarding renewing of mortgage on a 5 year fixed deal back in 2008 when interest rates are much lower. When I rang customer to discuss he said they had rang him at the wrong time, he’d lashed out before thinking. He clearly regretted his comments as he knew it was his decision to go for that particular rate when he spoke to our mortgage services.

He explained of ongoing heart problems and was due back into hospital for further treatment. He was not well at all and been off work. I reminded him that he had taken out cover for the mortgage and bank loan and that he should claim on the sickness front. He advised that in his role as a GP he works for a private company that assesses people who are claiming on policies whilst off sick and that they are not worth the paper they are written on. He was really negative and adamant that he was not going to put in a claim as it would be waste of his time. I tried to overcome his objections but could see it was not a good time, thus in the end he agreed that I could order the claim forms for the time he came back out from hospital and we would chat at that time.

Later I rang customer to arrange meeting to assist him in completing the forms but again he was negative – did not want to pursue. He eventually calmed down and listened to my views that he would be claiming legitimately; he had been paying premiums for both these policies and reminded him why he had taken them out ; if illness long term then he could find himself on half pay shortly and eventually down to nil salary and more importantly that I was there to assist him in every part of the way.

Conclusion he finally agreed to proceed and I can remember him saying now ‘Miss Davies I have every confidence in you as my Relationship Manager and you have always looked after me for the past 12 years thus I will do as you say’. He called to see me to thank me most sincerely for persuading him to put in the claims as they have paid out to the tune of £10500 which has been a godsend.

He has since had to retire and in dispute with his employer over disability payments from a private medical plan he had. Also not sure whether he is paying the right tax in his various pensions and Inland Revenue contacted him which I could see was stressing him out as he had just come out of hospital (been in Intensive care for nearly 4 months with surgeon having to restart his heart at one point) . Mentioned our Tax Advisory Service and keen to sign up to let our specialist department take the hassle away from him. He wanted to thank me for dealing with his wife sympathetically when he was in hospital , for the times he was worried about the bank accounts and that I made the process very easy for his wife to ring me and put their minds at ease.

Appendix 4 – Pulse survey of team May 2010A: Regional AverageB: Karen

National Questions Area A BIn my opinion my immediate manager/team leader: Manages people well Area Manager 84 11

How good a job is the Executive of the division doing in: communicating with people Sarah Deaves 74 6

In my opinion my business as a whole is well managed Private Banking 74 1

I think the division is doing a good job of retaining its most talented people Private Banking 64 4

My current job provides a sufficient challenge and stretch for my skills, compentencies and interest

RM/Graduate Role/PMA/AM/RDA

84 -4

The RBS Group offers a level of job security as good as or better than the job security offered on other organisations in the financial sector

RBS 62 2

I believe I have the opportunity for personal development and growth in the division Private Banking 75 5

The amount of stress I expereince on my job seriously reduces my effectiveness Private Banking 55 -5

The business makes adequate use of recognition and rewards other than money to encourage good performance.

Private Banking 61 14

Regional Questions Area A BToo many approvals are required for routine decisions Private Banking 76 8

There is good co-operation between: My branch/department/unit and other Branches/departments/units

Private Banking 70 1

Most of the time it is safe to speak up in the Division Private Banking 71 0

Given the opportunity I tell others great things about working here Private Banking 68 -5

These results show that Karen’s team rated her above the Regional average on every question and this gave Karen a top 3 position against her peers.

This league tables show Karen’s results in the customer satisfaction survey against her Area Managers peers across the whole business. Karen was ranked number one.

Appendix 5 – Customer Satisfaction Survey results

Appendix 6 – League table

PBV League TablePrivate Banking Area Managers Week 52 YTD

More than 10% below Target

ID HOPB RD AM YTD Target YTD PBI% of

Target Rank1654105659 NIGEL JACKSON JACQUELINE COSTELLO CHARLES SPURGEON 6,160,305 8,145,976 132% 11654096277 NIGEL JACKSON DAVID BATEY SIMON BENTLEY 9,831,184 11,807,346 120% 21654111358 NIGEL JACKSON KEVIN GUY MICHAEL HARLEY 8,057,976 9,358,848 116% 31654103134 NIGEL JACKSON GLEN HARRIS SALLY-ANNE RICHARDSON 6,821,143 7,811,660 115% 41654105098 NIGEL JACKSON JACQUELINE COSTELLO KATHY JEPSON 7,682,273 8,717,560 113% 51654102563 NIGEL JACKSON GLEN HARRIS KAREN LOUISE DAVIES 6,774,250 7,673,282 113% 61654097114 NIGEL JACKSON DAVID BATEY STEVEN BACON 9,936,988 11,081,772 112% 71654105846 NIGEL JACKSON JACQUELINE COSTELLO BARRY GRIEVE 6,650,638 7,278,397 109% 81654095072 NIGEL JACKSON DAVID BATEY GRAHAM WATTS 7,528,643 8,198,436 109% 91654091888 NIGEL JACKSON DAVID BATEY RICHARD CRUMP 8,959,999 9,725,284 109% 10

Above Target

Within 10% of Target

Key:

Total PBV

Karen’s strong team performance is evidenced here with her finishing in 6 th position on 113% of target, against her 46 Area Manager colleagues.

Appendix 6a – League tablePBV League Table

Private Banking Relationship Managers Week 52 YTD

ID HOPB RD AM RM PortYTD

Target YTD PBI% of

Target Rank1353151198 NIGEL JACKSON GLEN HARRIS KAREN LOUISE DAVIES STUART D'IVRY 15674 892,248 1,201,050 135% 81353148951 NIGEL JACKSON GLEN HARRIS KAREN LOUISE DAVIES FIONA KING EVANS 15775 711,957 880,809 124% 231387725255 NIGEL JACKSON GLEN HARRIS KAREN LOUISE DAVIES VANESSA RACHAEL ALLIN-JACKSON 19487 501,938 566,423 113% 661353150956 NIGEL JACKSON GLEN HARRIS KAREN LOUISE DAVIES JONATHAN POPHAM 16134 832,200 933,381 112% 761353151303 NIGEL JACKSON GLEN HARRIS KAREN LOUISE DAVIES DAVID WILLS 15915 598,818 671,084 112% 77

1353151688 NIGEL JACKSON GLEN HARRIS KAREN LOUISE DAVIES GAYNOR DAVIES 15760 838,419 890,784 106% 1401353150821 NIGEL JACKSON GLEN HARRIS KAREN LOUISE DAVIES GERARD FOLEY 16092 699,080 702,829 101% 2351353149031 NIGEL JACKSON GLEN HARRIS KAREN LOUISE DAVIES SANDY JOHN 16139 652,206 645,614 99% 2731387724256 NIGEL JACKSON GLEN HARRIS KAREN LOUISE DAVIES ALISON WHISTANCE 19490 532,210 514,898 97% 3181387724434 NIGEL JACKSON GLEN HARRIS KAREN LOUISE DAVIES BARBARA MICHAEL 19488 548,013 496,310 91% 389

Total PBV

PBV League TablePrivate Banking Regional Directors Week 52 YTD

ID HOPB RD YTD Target YTD PBI% of

Target Rank1654090219 NIGEL JACKSON JACQUELINE COSTELLO 58,679,664 64,171,220 109% 11654089178 NIGEL JACKSON DAVID BATEY 90,591,382 97,438,163 108% 21654089739 NIGEL JACKSON GLEN HARRIS 58,196,569 61,538,366 106% 31654090549 NIGEL JACKSON KEVIN GUY 74,341,999 77,836,339 105% 41654090870 NIGEL JACKSON JOHN BATTH 61,224,970 62,713,095 102% 51696849009 GORDON DOW STEVE RENFREW 3,135,564 2,875,416 92% 6

Total PBV

Karen’s individual team members all had strong performances during 2010, with 70% of them finishing above target. The remaining 30% were within 9% of target.

Karen’s strong team performance gave strong support to her Regional Directors overall position, with the Region finishing on 106% of target.

Appendix 7 – Awards

Regional Director

Glen H arris

Glen

Private Banking

South West Regionpresented to

K aren Davies

Top A rea Manager total PBV

225%

Marc

h 2

011

Appendix 8 – Staff accolades

______________________________________________ From: ALLINJACKSON, VANESSATo: SAVILLE, CAROLINE

Hi Caroline

I am a Private Banking Manager in Karen's team. I have been in Private with Karen for 2.5 years. I can honestly put my hand on my heart and say that in my ten years with NatWest Karen is the most supportive, motivative and caring line manager that I have had.

What I find with Karen, it’s not just the role that she supports you with it’s the other factors, such as your life outside work. Karen actively wants to know how her team are, a very caring nature, what the team like to do in their spare time . Karen also shows an interest in individuals career aspirations, developing her team further, always introducing original tasks to enhance team performance, moral amongst the team and professionalism.

Nothing is too much trouble for Karen, and she is always quick to offer support and guidance.

Vanessa

Vanessa Allin-JacksonPrivate Banking Manager, NatWest Private Banking

Appendix 8a – Staff accolades

_____________________________________________ From: THOMAS, Andrew, To: SAVILLE, CAROLINE

Hi Caroline

I work very closely with Karen in my role as Area Manager looking after a team of Financial Planning Managers in South Wales.

Karen is very customer driven in all that she does and this is evidenced when I have attended her weekly audios with her team and her regular team meetings. She is very professional and ensures communication is delivered promptly and effectively in relation to business messages and she always relates these to the positive effect on our customers.

Karen is very proactive and is instrumental in helping to develop an excellent relationship with her Stakeholders e.g. myself and Jon, Private Banking Regulated have a one team mentality which is passed down to our teams respectively.

I have always found Karen very supportive both with myself and our team members and she works tirelessly to overcome potential barriers that get in the way of excellent customer service and performance .

When potential issues are identified Karen is very quick to identify issues before they become a long term problem and by engaging people like myself we tackle issues early and ensure customers have first class service.

In summary I am delighted to be working alongside someone who represents Nat West very professionally and her commitment/enthusiasm is second to none.

Andrew ThomasArea Manager

Appendix 8b – Staff accolades

______________________________________________ From: Collins, Tina To: SAVILLE, CAROLINE

Hi Caroline

If Karen were a stick of rock, and you cut her in half, through the middle of her it would say - customer comes first, and service is paramount. She lives, breaths and embodies all customer values and always has. She sums up what we champion under the 4 pillars and always has the customer at the heart of everything - from how she engages with stakeholders, her team, and how she presents herself.

Karen is always the voice of the customer, ensuring their needs are prioritised and fulfilled. Karen’s team diaries are always the fullest from the PBD - and this is due to her passion and drive to deliver great customer experiences and ensure her team are embodying helpful banking. She is supportive and will always go above and beyond to help everyone to be successful - a true team player.

Her passion extends to all she encounters, basically Karen doesn't see any wall around her 'team', we are all part of her team for the good of her customers. She has delivered huge amounts of training within the PBD to bring her new to group PBOs on board quickly, both by coming across to the centre, and by training audio, and product 'energy bursts' to keep the knowledge growing. This has enabled the assistants to be far more professional, proactive, and simplify things for the clients - truly enabling them to evidence they care. I know this team ethos extends to her interaction with her other stakeholders.

She is driven and will be challenging when necessary to ensure Service and the customer are prioritised - as she rightly won't accept second best for the client. She succeeds from expecting the best from both herself, her team and all who interact with the client - and is more than prepared to help and support those around her to deliver excellence.

Additionally she is always happy to speak to her customers - keeping herself in touch with their needs and wishes .

It sounds trite but she walks the talk - a true professional at all times, who brings to her role the passion she has for her people and her customers. Karen Davies only does extra - ordinary - I can't think of anyone who would better deserve such an award. Tina CollinsRegional Centre Manager South West,