Institute of Bankers (University College Dublin)

Institute of Directors (IoD)

Prince 2 Project Management

Institute of Financial Services (IFS)

The University of Manchester

Calday Grange Grammar School

Chief Commercial Officer at LINK where we enable UK consumers to access their cash

LINK is the UK's Cash Access and ATM network responsible for ensuring that consumers and businesses can access and deposit cash across the UK through ATMs, Post Offices and Banking Hubs. 

Broad senior executive leadership role reporting to the CEO and attendee at Main Board and Consumer Committee.

LINK Scheme Ltd

Deputy CEO

Vice Chair of the Board of Governors (voluntary) at a primary school in North West England rated as “Outstanding” by OFSTED in December 2023.

Our Lady of Pity Primary School

Vice Chair of the Board of Governors

LINK is the UK's Cash Access and ATM network responsible for ensuring that consumers and businesses can access and deposit cash across the UK through ATMs, Post Offices and Banking Hubs

LINK assesses access to cash in communities across the UK and considers the impact of changes in service provision such as bank branch closures on consumers and businesses. Where appropriate LINK will commission new services such as Banking Hubs to ensure that community needs continue to be met.

LINK is the busiest ATM transaction switch in the world processing 3bn transactions per annum through over 50,000 ATMs. It provides the operational service and contractual certainty which connect card issuers with ATM operators to enable card holders to access their cash.

•	Executive committee member reporting to the CEO to report to an independent Board tasked with ensuring customers of all major banks and building societies can withdraw an deposit cash through multiple channels including ATMs, Post Office Counters, Cashback without a Purchase and shared Banking Hubs.
•	Lead and develop a high-performance team across offices and remote locations to lead a business turnaround programme from an ATM scheme to a national face to face accessed to cash and access to banking provider, backed by the retail banks.
•	Working with the Chief Executive, Board and ExCo to co-create a strategy that maintains broad consumer access to cash for those who need it.
•	Working with the 33 LINK Scheme members (which includes all major banks and independent ATM operators) to empower access to cash across the UK.
•	Designing appropriate commercial structures and Interchange that reflect declining cash use.
•	Responsible for the relationship with UK regulatory bodies including the Payment Systems Regulator (PSR), HM Treasury and the Financial Conduct Authority (FCA)
•	Engaging with relevant government and political bodies to ensure an aligned approach to financial inclusion for all.

Chief Commercial Officer (CCO)

In 2015 Bank of Ireland entered into a partnership with The AA to provide financial services under The AA brand including mortgages, savings, credit cards, personal loans, payment acceptance and vehicle finance (PCP & PCH). The resulting partnership is best described as a “bank within a bank”.

Senior Executive Leader and P&L owner of this business with end to end responsibility for matrix teams to deliver a balanced scorecard and ambitious growth agenda spanning residential mortgages, savings deposits, credit cards, personal loans and payment acceptance product verticals as well as development of innovative new propositions in vehicle finance (PCP & PCH).

Management of pricing and the balance sheet ensuring matched funding maintained and volume growth at a suitable margin.

Reporting to UK ExCo.

Bank of Ireland

Managing Director, AA Business Partnership

LINK is the UK's ATM network and the busiest ATM transaction switch in the world processing 1m transactions per hour through over 50,000 ATMs. 

Main Board position working with Executive and Non Executive Directors to oversee the development and implementation of LINK strategy, contributing to the quality of the Board debate and providing appropriate challenge and analysis. 

Duties include ensuring the competitive sustainability of LINK, ensuring public interest, procuring and overseeing infrastructure, ensuring compliance, management of the relationship with the regulator and financial robustness of the business.

Reporting to Chairman.

Non Executive Director & Member of the Audit Committee

Varied commercial leadership role centred on the delivery of a multi million pound profit target through leadership of a broad business transformation and optimisation programme. 

Complete financial control and P&L ownership with the income dimension exceeding £60m per annum. Relationship management at Board and Senior Executive level with related UK businesses such as Post Office, Vocalink, LINK scheme and Wincor Nixdorf.

Leadership of large teams in a matrix environment spanning technical and business disciplines including multiple complex outsourcing arrangements both internal and external to Bank of Ireland Group.

In addition, director of Digital responsible for development of U.K. Digital assets including corporate websites, brochureware, online customer journeys for sales and servicing, analytics, app development and social media. 

Reporting to U.K. ExCo

Director of ATMs & Digital

Invited to take up this new high impact and high profile role, I was accountable for the development of the ATM Channel including ownership of the channel P&L comprising up to 2,000 ATMs in both branch and non branch locations. Sponsored and directed a number of improvement programmes to benefit the customer and the business. These included the launch of a world first innovation, "Favourite Transactions", the acceleration of a multi million pound lifecycle investment programme and the renegotiation of large contracts. 

In parallel to this, sponsorship of a programme to define and deliver a new branch design and associated new technologies to maximise sales, minimise the cost to serve and enhance the customer experience in a retail network of c800 locations. Significant emphasis on channel integration and customer journeys as well as transitioning customers between the physical and virtual channels. Included engagement of a third party design agency to define the concept and construction professionals to deliver the design into the live environment. Responsibility extended to value engineering and modularisation of the solution to meet the various investment levels required by different locations as well as network segmentation and the introduction of new forms of retail outlet such as kiosk. 

Extensive stakeholder management across the business including Board level involvement and direct personal CEO engagement.

Nationwide Building Society

Head of ATMs & Branch Design, Group Distribution

Promoted to Senior Executive, reporting to the Divisional Director, Branch Network and operating alongside Regional Directors, I was a key contributor to both the strategic direction and day to day operational management of the branch distribution channel.

Providing sponsorship and driving strategic change projects impacting on a branch network operating under 4 brands of 800 branches and c8,000FTE. Often bridging the gap between Distribution and Product areas, I led projects relating to target setting, delivery of sales targets, sales processes, resource and FTE planning, operational, procedural, conduct and customer risk, audit and controls.

Introduced a new branch leadership structure to improve customer focus and reduce divisional OpEx

Head of Branch Network Support / Chief of Staff to Branch Network Director

Promoted to lead a team of field based Regional Managers, Project Managers and Change Managers with responsibility for the day to day operational management of the portfolio of up to 165 Branch Agency third party distributors. Role included but was not limited to Sales Processes & Results, Regulatory Compliance, Risk Management, Contractual Matters, Incident & Crisis Management and Strategic Development.

Achieved all targets across a balanced scorecard of sales, customer service, risk and costs.

Supported the Head of Agencies to complete a board level strategic review of the channel and subsequently form and execute a plan to divest of the channel in a controlled manner. This included operating in a formal project management environment with full governance and overseeing work streams including customer and agent communications, finance, press communications, risk management, procedural compliance, contractual negotiations and HR.

Senior Manager, Sales, Operations & Strategy, Group Distribution

Promoted to the Senior Manager level and tasked with leading a strategic review of ATM channel performance including branch and remote estates. 

Delivered multi million pound cost savings through renegotiation of contracts with large third party multinational businesses, forming and leading cross divisional work groups involving procurement, legal and finance professionals to improve the channel P&L position. In excess of £3m removed from the channel cost base within the first year.

Concurrently personally achieved a series of challenging B2B sales revenue targets through the sale of ATM advertising space to third parties through a specialist third party media brokerage and mobile phone top ups. Personally responsible for value targets in excess of £1.5m per year.

Led a series of initiatives to improve the customer experience including shorter transaction times, improved screen flows and ATM advertising.

Played a key role in the broader Retail Distribution senior leadership team accountable for location strategy, branch proposition, new technology, agency network and self service promotion and migration

Senior Manager, ATM & Self Service Business Development

Responsible for B2C sales of regulated financial products including investments, pensions and protection products.

Latterly seconded to the integration of Portman Building Society into Nationwide

Financial Planning Sales Manager

Selected from over 2,000 applicants and awarded 1 of 14 places on a high profile 2 year graduate management development programme comprising-
- 8 months front line retail banking in the branch network including counter service, sales and operations experience
- 8 months team leadership in a processing centre
- 8 months retail banking change management - awarded the department Players' Player Award 2006.

Adrian Roberts