BUSINESS INSIDER
Graham Renshaw
PROFESSIONAL SERVICES
MEET THE BANKER Say hello to Graham Renshaw, a manager with a commitment to giving banking a friendly face Do you hail from these parts? Having moved from Cambridge to Weymouth due to my father’s job, I spent my late teens there until joining a high street bank and later moved to Bournemouth where I worked for five years. I was then fortunate enough to be promoted to a lending role in Salisbury where I have been ever since. That was 23 years ago! How did you get into the banking industry? I was always interested in business and customer service, so there was a natural fit with banking. A two-week work experience at a high street bank helped to open the door for a full-time position and I have never looked back. What is your role at Handelsbanken? I am the branch manager of Handelsbanken Salisbury, having been offered the opportunity to open the branch five years ago. At Handelsbanken each branch is run like a small business, which means all the decisions that matter, including lending for loans and mortgages, are made at the branch by experienced individuals who know their customers well and have an in-depth understanding of the local market. Our philosophy is that ‘the branch is the bank’ and we believe in building strong relationships with our customers, getting to know them individually, identifying their needs and how we can help them. Which qualities do you think are key to success for a career in banking? You need to listen to the customer and understand what is important to them before you can really help. Take time to learn from others’ experiences, both within the bank and also from the wealth of professional knowledge within the business community. Thereafter, be approachable and never stop developing yourself. If you could go back to when you were starting out in your career, what advice would you give to yourself? Make the most of every opportunity. Believe in yourself and do what interests you. Be prepared to challenge yourself and don’t go with the easy option.
IT’S GREAT TO TELL PEOPLE THAT IT’S POSSIBLE TO FIND A BANK WHERE THE BRANCH MANAGER KNOWS YOUR NAME
What do you enjoy about working for Handelsbanken? At Handelsbanken, the prime focus is on the customer. Here at Handelsbanken Salisbury we have a dedicated team who all share the same principle of putting the customer firmly at the heart of all that we do. We do not have staff targets, bonuses or incentives to sell products or services, instead each decision is based purely on what is right for the customer, and this is what I enjoy most – building long term personal relationships. It’s great to be able to tell people that it’s still possible to find a bank where the branch manager knows your name and where you can ask for – and receive – local, personal advice. Describe an average day? No two days are the same at Handelsbanken. It is quite common for me to be agreeing mortgages for our personal customers, providing funding to our corporate customers and discussing new opportunities for community events with the team all in the same day. Our customers value local, personal relationships, so I meet with them at every opportunity. I still find time to squeeze in a lunchtime gym session when I can, in between hosting prospective new customers over coffee when they visit the branch to see what we are all about, as well as connecting regularly with many other professionals within the local community. The overall responsibility for the branch sits squarely with me, so I need to be continually flexible to respond to the needs of my team and our customers. What are your plans and ambitions for 2017? Firstly, to maintain the high customer service levels that our customers expect from us, and to deliver the ‘Handelsbanken way’ to more corporate and personal customers in the Salisbury area. Most of our customers come to us from referrals and recommendations, as we don’t undertake mass marketing campaigns. Our main aim remains to always provide the best possible service we can. On a personal level, I would like to make more use of our VW Camper and see more of Europe, with maybe a bit of luxury by way of a hotel or two along the way! What’s your proudest business triumph? Opening up a new bank in Salisbury five years ago without a single customer and seeing that business develop to what it is today. At a time when financial strength and stability remain crucial to customers, Handelsbanken has recently been named the world’s fourth safest commercial bank by Global Finance magazine (World’s Safest Banks, November 2016). This reflects our long term focus and prudent, consistent approach to banking throughout all economic conditions, and the team and I are proud to be able to be here for customers come what may. How do you de-stress after a day of work? Well that’s easy, a good walk with Daisy the retriever or being asked to play with my three-year-old son as I walk back through the door – building Lego towers does tend to take my mind off work. Failing that, planning our next road trip in the campervan over a glass of wine. Handelsbanken Salisbury; 2, London Road Office Park, London Rd, Salisbury SP1 3HP; 01722 411316 www.handelsbanken.co.uk/salisbury
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