Baker appointed to MD of Bendigo and Adelaide Bank

Chief customer officer appointed as Bank MD

Bendigo and Adelaide Bank’s chief customer officer has been appointed to the position of managing director, effective from early July.

Marnie Baker, who will take over from Mike Hirst in the role of MD, has worked across all facets of the Bank since 1989 and led the Bank’s entry into the new payments platform and digital banking.

The announcement follows the ASX-listed financial provider’s strong half-yearly financial results.

Bendigo and Adelaide saw underlying cash earnings grow 10.7 per cent to $225.3 million year-on-year, resulting in net profits of $231 million. Total income was also up 6 per cent to $842.9 million, leading Bendigo and Adelaide Bank to offer a final fully franked interim dividend of $0.35 per share.

Chairman, Robert Johanson, praised the contribution of Hirst over his 15 years with the Bank, and said Baker’s appointment will enable the Bank to build on its position of trust.

“Marnie has been instrumental in driving the successful delivery of our customer-connected strategy, which has delivered significant commercial and reputational value for business,” Johanson said.

Baker said she is extremely excited by the opportunity.

“Working for and on behalf of all our stakeholders - including our customers, shareholders, our people, partners and the community - feeding into their prosperity has defined who we are for the past 160 years. The current focus on trust and fairness for consumers plays to our strengths, and it presents us with a tremendous opportunity,” Baker said.

Earlier this year, the Bank noted a 2.52 per cent rise in net customer numbers growth over the half year, and a customer Net Promoter Score (NPS) of +27 over the period. The bank also saw its employee NPS increase 65.9 per cent and its diversity and inclusion score lift 76.6 per cent over the half, with gender diversity in senior leadership growth at 40.5 per cent.

The longer-term investments Bendigo is making to keep its customer and strategic focus include improvements to platforms, voice-of-customer and mobile relationships, as well as increasing digital capability. This includes better data and insights mining, the launch of Bendigo’s digital bank, and the group’s partnership with startup, Tic:Toc, allowing customers to secure a home loan in just 22 minutes online thanks to real-time processing and risk assessment technology.  

Bendigo has also partnered with the National Disability and Insurance Scheme, plus several other organisations to create a new online marketplace, Because. This allows support provides to compete and assess models,  

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+:google.com/+CmoAu 

 

 

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Latest Videos

Conversations over a cuppa with CMO: Tyron Hayes

​The current global COVID-19 pandemic is resulting in unprecedented disruption to every aspect of our lives as marketing and brand professionals, from the ways we work, to how our organisations operate, and the way in which we acquire and engage customers. So we’ve drawn on our wonderful CMO50 alumni community to explore different aspects of the crisis facing all of us right now.

More Videos

Why these voice assistants are so popular nowadays? Maybe I should get one too? I am really curious.

Jill Kim

Aussie brands jump on voice-interaction bandwagon following Amazon Alexa's local launch

Read more

Your page is very helpful. Thank you for sharing with us

Eriona Ajvazi

10 brands making a positive difference to a world in crisis

Read more

Extremely insightful and well written. Thanks for the great article!

Nicole Brodie Nahum

Why COVID-19 makes it more important than ever to move at the speed of the consumer

Read more

Blockchain is one of the fastest growing technology in today's digital era. Industries like banking and finance are already using blockch...

Aniket Singh

Can blockchain deliver on its big advertising promises?

Read more

Great article Emma. So many gems in there. Awesome to have you in the team!

One Small Step Collective

Why COVID-19 makes it more important than ever to move at the speed of the consumer

Read more

Blog Posts

The gear change required for business during COVID-19

The current world pandemic, COVID-19, and its tragic effects has created different and challenging situations for nearly every business. Every business sector is affected differently, depending on the nature of what your place in the world, creating the most unique situation most of us have ever and will ever experience during our professional lives.

Katja Forbes

Managing director of Designit, Australia and New Zealand

How can organisations debias their decisions?

​People whose personal details and experiences signal they come from racially diverse backgrounds are less likely than anglo or Caucasian candidates to make it through the first cut in recruitment processes. Even if the organisation says it values diversity.

Dr Karen Morley

Author, commentator

Is your marketing team adapting quickly enough to the COVID-19 crisis?

The impact of coronavirus is far reaching with the true impact on the economy and businesses is unknown. While there are a few categories and brands experiencing growth, for the most part the crisis is wreaking havoc for large and small operators across many sectors including entertainment, tourism, retail, fitness, services and the list goes on.

Teresa Sperti

Founder, Arktic Fox

Sign in