Presentation by Olivia Cropper, psychology graduate, at University of Sussex, February 2011

1. A Career in Retail Banking Olivia Cropper 23rd February 2011

2. Agenda My career history Working in a large Bank Working in Internal Consultancy & Operational Improvement Working in Operations Management Some thoughts on making a career in a large corporation

3. Career History No ‘grand plan’ for my career 2001 – BA Social Psychology at Sussex 2000 -2001 – Part/ full time role within Debt Collecting Call Centre of large retail bank 2001-2003 – Career Development Scheme 2003-2008 – Various Internal Consultancy Roles within Operations 2008-2011 – Operations Management

4. What do you want from your career? Interesting and challenging job? Opportunity to move abroad with your job? Opportunity to learn more and get qualifications? Feel looked after – employment law respected? For your job to be protected if you are ill or pregnant? Retire early? P P P P P P

5. Working in Internal Consultancy/ Operational Improvement Leading projects to improve quality of customer service and reduce costs by using Lean Manufacturing and Sigma tools and techniques. Create a culture of continuous improvement. Areas of relevance to Psychology: Research skills – statistical techniques and data collection Attitude change – Culture change Group Performance Influence Plus communication skills – written & verbal (121 & groups)

6. Leadership/ Operational Management roles Current role: 120 staff, annual budget of £3m. Team processes payments, change of details, closes accounts Lead the department to deliver a quality service within budget. Create a culture of continuous improvement. Counsel and motivate staff. Areas of relevance to Psychology: Research skills – data analysis Attitudes & attitude change – Motivation & Culture change Behaviour & Influence Group Performance Individual differences – personality & IQ Social issues – self harm, divorce, violence, eating disorders Stress, anxiety, depression Plus communication skills – written & verbal (121 & groups)

7. How to get in the door Recruitment tends to be through 4 routes: ‘Entry level’ roles (approx £16K) recruited through temp agencies Graduate recruitment schemes (but very limited numbers) Qualified Specialists (Finance, HR, IT) Directors P ? O O

8. How to get on Volunteer for opportunities Ask your manager – don’t wait to be asked Use your fresh pair of eyes & contribute your ideas. Display your research and analysis skills. Speak up. Take every opportunity to make a good impression. Display your presentation & communication skills. Put in the hours, volunteer for travel Research & apply for any local ‘non-graduate’ development schemes Search the job boards and apply for promotions You don’t have to know the work inside out to become a manager

9. Any questions? ?