TSB Bank appoints General Manager Operational Excellence

Johnson Partners (an Alliance partner of Caldwell International) is delighted to have partnered with TSB Bank in the appointment of Molly Auva’a-O’Brien to the newly created role of GM Operational Excellence.

TSB is a 100% independent Aotearoa-owned retail bank with a proud 170-year history, focused on home lending and personal banking. From humble beginnings in New Plymouth, the Bank has gone from strength to strength to now offer a nationwide service. It has achieved this by putting its customers and community first – which is still at the heart of everything it does.

As TSB Bank gears itself for the next stages of its transformation journey aligning its structure to its growth strategy, it has created two key leadership positions reporting to the CEO.

As General Manager Operational Excellence, Molly will be accountable for delivering best practice, driving efficiency and operational effectiveness to improve customer outcomes and uplift TSB’s productivity and performance.

Molly has over fourteen years of experience in Consumer Finance firstly with GE Capital and more recently with Latitude Financial Services, where she was General Manager of the New Zealand business. In her previous role as GM Sales & Customer Operations, she was accountable for New Zealand lending and customer operations and oversaw functions across New Zealand (with over 200 employees) and offshore in India and the Philippines (numbering over 100 employees).

Throughout her career at GE Capital, Molly has been instilled with a strong understanding of and capability in Six Sigma. This means that Molly has a strong focus on the alignment of people, processes and governance and an appreciation of the use of digitisation, automation and smarter human design across customer channels to simplify customer delivery and enhance the customer experience as well as reducing costs for the business.

Proud of her Pacific/Samoan heritage and a passionate advocate for women, Molly sits on the Board of Failoa Famili, a trust established to help Pasifika young people to grow into successful and resilient adulthood.

Thanks to the Johnson Partners TSB Account Team in New Zealand: Barbara Taylor, Olivia Monks and Wendy Sole.

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