You'd have thought having to move hundreds of contact centre staff to homeworking and get used to a whole new way of managing teams and customers was enough to do during a global pandemic. Not so for Teachers Mutual Bank and Tim Powell, who launched a digital bank Hiver aimed at essential workers.
On top of that they've been rolling out the NPP (New Payments Platform) Pay 2 project and transforming their internal culture with a new management approach and performance framework that fosters autonomy, communication, and innovation. It certainly sounds like a busy couple of years.
I've know Tim for a number of years through Auscontact, of which he is also a Non Executive Director. He's a consummate finance, CX and contact centre professional with 20 years' experience. Listen to our wide-ranging discussion here: