The MoneyPot LIVE: The Human Side of Regulation - Why Policymakers Must Think Like Entrepreneurs

Thank you for joining us.

Thank you.

It's my pleasure to be here.

So let's dive into it, 'cause I know you've got a jam-packed schedule.

Let's start back at the beginning.

You know, I gave a little bit of a, a background to start off.

When you were managing a bank branch at 21, that's incredible by the way, being a 21-year-old managing a bank.

Well, that's just, uh, I suppose, uh, correct the record somewhat.

I wasn't actually the manager of the branch.

What I was was a customer relationship manager.

So I was dealing with my own portfolio of customers, so predominantly, uh, professionals and SMEs.

Uh, I was their point of contact who they would reach out to, to help with their financial services, uh, fix, uh, loans for them, uh, and offer investment advice.

So, um, while I was part of the management team, I wasn't the ultimate manager of the branch.

But still, that, that's, that's fascinating.

Thank you for that clarification.

But you were obviously directly involved with your customers.

What did that teach you, building about financial services from the ground up, talking to your customers day in and day out?

Well, I suppose, uh, I always viewed that role, and as I do, I viewed the role that I have now as what does this... what impact will this have on the customer? Um, so when I was in a b- a bank branch, uh, dealing on a daily basis with people who were coming to me, perhaps it was a small business who look at, l- who was seeking a new credit line to expand, uh, the, the business growth.

Uh, perhaps they were looking for i- investment advice or maybe to talk in relation to provide, uh, pension supports for their, for their staff for the long term.

Um, and it was working with them to ensure that you enable them to expand and grow.

Uh, and I s- I saw that role, uh, in the bank as a, as a key enabler, uh, for the business growth.

Uh, and also in terms of for the individual, e- enabler, enabler to help them progress with their life, whether it's a mortgage at a particular stage or an investment decision.

So I always took the view, uh, how will this best work for the customer?

Yeah.

That's a...