Head of Retail Network – BNZ
BNZ’s Head of Retail Network Tony Arthur leads a team of nearly 1800 passionate people across the bank’s 176 stores. He’s responsible for the financial outcomes of the store and small business network and most importantly delivery of BNZ’s customer promises.
Tony has a close leadership team which holds weekly sales calls to drive results. Likewise, engagement with customers is also paramount – Tony regularly spends time out and about visiting stores and small business hubs. In this capacity he observes interactions with customers and gets an in-depth understanding of what’s working and how better to serve the brands overriding objectives.
In his own words Tony is “not a born and bred banker” instead he has worked across a variety of industries. Tony’s first role out of University was as a Customer Service Manager for a chemical company – here he developed his ability to communicate effectively with customers. It also set him up with an ethos that has served him well throughout his career “Make it simple and easy for customers to get what they want – first time right”.
Tony then moved into the science and technology field as a Product Developer and found his way into banking via the Agribusiness channel at BNZ before moving to the faster pace of retail. Having never though he’d work in retail Tony is thoroughly enjoying the sector’s velocity and energy.
For Tony one of his biggest career highlights is maintaining a good work-life balance despite the demanding nature of his job. He makes sure he invests as much in both sides with his “game face on at work” before switching to “family man mode” with his two boys. BNZ enables this by putting a large focus on flexibility.
Furthermore, the brand also focuses on diversity and inclusion – ensuring that people from every background feel valued, understood and have the chance to grow as well as being provided with the opportunity to give their all.