The scoreboard, honestly: the hard targets, how often each one is actually looked at,
and the quiet human signals that never make it onto a dashboard.
Branch Net New Money / Assets Under Management (AUM) Growth
The total value of new client deposits and investment assets brought into the branch, minus any withdrawals or transfers out.
Target · Achieve 10-15% year-on-year growth in Net New Money/AUM for your branch.If your branch started the year with £150M in AUM, you'd aim to add at least £15M-£22.5M in net new assets by year-end. We'll track this closely, as it's the lifeblood of our business.
Branch Profit & Loss (P&L) Performance
Your branch's overall profitability, looking at net interest income, fee income, and controlling non-interest expenses.
Target · Deliver 100% or more of your branch's forecasted Net Interest Income and keep non-interest expenses within 5% of budget.If your branch's target Net Interest Income was £2M for the quarter, you'd need to hit at least that, while keeping things like staff overtime, supplies, and marketing spend in check. It's about running a tight ship.
Client Satisfaction (Net Promoter Score - NPS)
How likely your clients are to recommend our bank, measured through regular surveys.
Target · Maintain a branch NPS score of +65 or higher. Frankly, for a flagship branch, we expect better than average.If 70% of your clients are 'promoters' and only 5% are 'detractors', your NPS would be +65. We'll be looking at trends and specific feedback to help you improve.
Operational Audit Score
Your branch's compliance with internal policies and external regulations, assessed through regular audits.
Target · Achieve an audit score of 95% or higher, with no critical findings.Passing an audit means your paperwork is spot on, your team follows KYC (Know Your Customer) rules to the letter, and there are no glaring errors. A critical finding could mean a regulatory breach, and that's a big deal.
Employee Engagement & Retention
How happy and committed your team is, measured through internal surveys and tracking regrettable turnover.
Target · Achieve an employee engagement score in the top quartile for the company and keep regrettable turnover (when good people leave) below 10%.If your team consistently rates their job satisfaction highly and your top performers stick around, you're doing well. Losing a star banker is expensive and disruptive, so keeping your team motivated is key.
Community & COI Development
Your ability to build strong relationships with local businesses, community leaders, and Centres of Influence (COIs) to generate referrals and enhance our brand.
- You'll be invited to speak at local business events, regularly receive high-quality referrals from local accountants and solicitors, and your branch will be seen as a hub for local financial advice. We'll see evidence of your team actively participating in community events and building their own networks.
Team Leadership & Development
How effectively you coach, mentor, and develop your team, helping them grow their skills and careers.
- Your team members will consistently hit their individual targets, show clear progression in their roles, and actively seek your guidance. We'll see a strong internal talent pipeline developing from your branch, with people ready for promotion. Frankly, your team's success is your success.
Proactive Risk Management
Your ability to identify and mitigate potential operational or compliance risks before they become major problems.
- You'll proactively report potential issues to your Area Manager, implement preventative measures, and ensure your team is well-trained on identifying red flags (like unusual transactions). It's about catching the small stuff before it becomes a big, expensive problem.
Strategic Execution
How well you translate corporate and regional strategies into actionable plans for your branch, ensuring your team understands the 'why' behind their work.
- Your branch will consistently implement new product launches or service initiatives effectively, with clear communication to clients and staff. We'll see your team actively contributing ideas for local market penetration and process improvements, showing they're bought into the broader vision.
Client Relationship Depth
Moving clients beyond transactional interactions to deeper, more comprehensive financial relationships.
- Your branch's 'cross-sell ratio' will be consistently high, meaning clients use more of our products and services. We'll see evidence of your team proactively engaging clients in financial planning conversations, not just waiting for them to ask for something specific. It's about being their trusted financial partner.
