7
AGILE PROCESSES AND TECHNOLOGY
When Ross McEwan became CEO of Royal Bank of Scotland (RBS) in late 2013, he mapped out a bold agenda. Henceforth, serving customers well would be RBS’s core purpose. The bank would aim to be number one in the industry for customer service, trust, and advocacy. Its core values—such as working together as one team and always behaving with integrity—would support and reflect this ambition. A few months later, McEwan appointed Les Matheson CEO of RBS’s Personal and Business Banking division. Over the next three years, Matheson would build the bank’s home mortgage business into one of the top three in the United Kingdom, while also improving its customer service, customer advocacy, and cost position.
By then, ...
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