TSB Bank appoints Penny Burgess as General Manager Customer Delivery

We are delighted to have partnered with TSB Bank in the appointment of Penny Burgess to the newly created role of GM Customer Delivery.

TSB is a 100% independent Aotearoa-owned retail bank with a proud 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 truly 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 Customer Delivery, Penny will be accountable for leading the Customer Delivery and Distribution function to achieve the Bank’s customer and growth objectives.

Penny is a senior banking executive who has spent the last 20+ years working in a variety of roles at ANZ Bank. Throughout the course of her career, she has been highly involved in numerous change initiatives and restructures with a strong focus on ensuring that customer experience is the forefront of any transformation.

Most recently, as General Manager, Specialist Distribution & Insurance, Penny was responsible for leading ANZ’s mortgage adviser and mobile mortgage manager channels. In addition, she had responsibility for leading all ANZ’s insurance partnerships and the product suite. She also led the Covid response across the Retail and Business Banking portfolio ensuring that operationally the bank could continue to best serve their customers which included the delivery of digital solutions and the upskilling and redesignation of branch staff.

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