The CEO of NatWest Group is continuing his restructuring of the bank’s leadership following its return to full private sector ownership. Paul Thwaite, who assumed the role of CEO two years ago, has introduced a new executive position to enhance the focus on customer service. James Holian, a long-time employee of over 15 years, has been appointed as the chief customer and operations officer, taking on many responsibilities from the previous group chief operating officer, Jen Tippin, who oversaw human resources and technology at NatWest and will be departing the company.
NatWest’s profitability has seen a significant increase under Mr. Thwaite’s leadership, leading to the government selling off its remaining stake this year, despite incurring an overall loss of approximately £10bn on the £45.5bn bailout in 2008. The banking landscape in Britain has undergone notable changes in recent years, with the emergence of digital banks like Monzo and Starling attracting millions of customers away from traditional high street banks. Mr. Thwaite is also focused on modernizing NatWest’s technological capabilities, with a particular emphasis on the impact of artificial intelligence on customer interactions.
In July, NatWest announced a strategic five-year partnership with Accenture and Amazon Web Services to reassess its handling of customer data. Scott Marcar, another senior executive at NatWest, will be leading the Digital X team in advancing the bank’s technology, AI, and data capabilities. The fraud and financial crime teams at NatWest will now fall under Mr. Holian’s purview.
A spokesperson for NatWest expressed gratitude to Jen for her significant contributions to the company over the past five years, acknowledging her role in driving the bank’s transformation and wishing her success in her future endeavors.
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