BNZ appoints new head of retail banking & marketing who the bank's CEO says has a 'strong track record of lifting customer satisfaction'

BNZ appoints new head of retail banking & marketing who the bank's CEO says has a 'strong track record of lifting customer satisfaction'

BNZ has named Paul Carter as its new director of retail banking and marketing.

Carter is currently executive general manager for wealth products at BNZ's parent National Australia Bank. He succeeds Craig Herbison who is leaving after five years at BNZ.

At NAB since 2008, Carter's previous roles include executive general manager for business operations and strategy, and corporate and institutional wealth. Before joining NAB Carter (pictured) worked for Citigroup Smith Barney and The Boston Consulting Group in Melbourne and New York. 

“Paul has the right blend of skills and leadership potential to lead this important division and a strong reputation for outstanding strategic insight and delivery” BNZ CEO Anthony Healy said.

“Paul has a very strong track record of lifting customer satisfaction. His experience in strategy and marketing at Boston Consulting combined with his work at NAB in integrating the retail and wealth divisions have honed his understanding of consumer banking and wealth needs," Healy added.

Roy Morgan's latest published monthly major bank customer satisfaction awards for New Zealand placed BNZ second, behind Kiwibank, in September. ASB was third, followed by ANZ, with Westpac fifth.

Carter, whose appointment is subject to Reserve Bank approval, is due to start at BNZ on February 1.

Separately, BNZ has also appointed Louis Hawke as an independent non-executive director, also effective from February. Hawke has worked for ANZ Australia, Westpac Banking Corporation, McKinsey & Company, and was an economist with the Australian Government’s Department of the Prime Minister and Cabinet.

"He [Hawke] has a keen grasp of how consumer behaviour and technological advances are changing the face of banking,” said BNZ Chairman Doug McKay. 

We welcome your help to improve our coverage of this issue. Any examples or experiences to relate? Any links to other news, data or research to shed more light on this? Any insight or views on what might happen next or what should happen next? Any errors to correct?

We welcome your comments below. If you are not already registered, please register to comment.

Remember we welcome robust, respectful and insightful debate. We don't welcome abusive or defamatory comments and will de-register those repeatedly making such comments. Our current comment policy is here.

5 Comments

Comment Filter

Highlight new comments in the last hr(s).

Let's hope Paul looks after it's BNZ Mortgage holder Home owners who have been sitting on the market since October unable to sell until February March and lost alot of money in Auction marketing costs.

what happen to your hoards of buyers heading into the market?

February after the Chinese new year the market will take off again. In the mean time houses have sat on the market since October because of the Major Banks restricions on lending to their loyal and potential customers including Developers, Builders and the average family home owner with children and a mortgage to service.

I know it sounds like a silly question by why does his appointment need RB approval ?

It's a legislative requirement.

"Although the responsibility for assessing the suitability of a senior manager or director of a bank rests with each bank and its shareholders, the appointments are subject to the Reserve Bank’s approval. The Bank’s approval is based on a 'negative assurance' test, whereby we check with other regulators and other sources to ensure that the appointee does not have a criminal record or any other attributes that would be of concern."