Graeme Willis - July 2017
Culture is a topic that is currently discussed by many, but remains opaque in nature. A well embedded culture is often “evidenced” when you hear the words “That’s the way we do things around here”. Organisations are becoming increasingly aware of the value of a good culture, because it’s the “glue” that allows consistent decisions to be made that are in accordance with the group’s values.
Our recently refreshed values of We Care; We Learn & Grow; We Empower and We Do it for the Customer tells the story of the Victoria Teachers Mutual Bank’s culture.
These values guide our actions and behaviours and act as an inherent cultural guide. They have been developed as an authentic representation of who we are and demonstration of the Mutual Bank’s distinctiveness. Whether it be internally or externally our culture (including values) and demonstrated behaviours creates value for our people and Members.
This can be seen via a number of means that include active listening and understanding a Member’s needs, and demonstrating that we care by supporting them to make the correct financial decision. The importance of a positive organisational culture is critical not only to our success, but importantly in customer outcomes that reflect who we are as an organisation.
Over its long history, the Mutual Bank has created a culture where we are proud to do the right thing for our customers and build relationships via open dialogue and ethical behaviours and practices that make a difference. As a Board, we play an important role in nurturing, supporting and monitoring the overall culture to ensure that our Members’ financial environment is appropriately managed from a risk and behavioural perspective. It is our culture that sets Victoria Teachers Mutual Bank apart from many of the mainstream financial service providers.