Heritage Bank announces replacement for retiring retail leader

Mr Potter has been Heritage’s chief operating officer since joining the bank in early 2017, after a 25-year career in banking with the Suncorp Group and National Australia Bank.

Mr Potter has now moved into the newly renamed role of chief customer officer, after Mr Francis last week finished his 28-year career at Heritage.

He has assumed responsibility for the bank’s retail function, including the branch network, mortgage broker distribution team, contact centre and business banking department.

Heritage CEO Peter Lock said that Mr Potter brought a wealth of experience in retail banking to the role.

“Kevin brings to the role a detailed understanding and commitment to our strategy, the knowledge of Heritage systems and process, the experience and collaboration of being part of our senior leadership group, and importantly, the understanding and belief in the power of our brand, our culture and our people.

“He is passionate about our business and has the drive to make Heritage an even better place for our customers to bank. Kevin is a great choice to follow on and build from Paul’s foundations.”

Mr Lock said that the change of title to chief customer officer reflected the importance Heritage places on its customers.

“Our people-first focus means we put the customer at the centre of our business, regardless of where and how our customers choose to interact with us,” the CEO said.

Heritage aims to announce a new appointment to the chief operating officer role in the near future.