Danny Harmer, chief people officer, Metro Bank
Sian Harrington, September 12, 2016
Danny Harmer was an HR director at Barclays when she took the leap to join Metro Bank and has never looked back. Metro Bank is Britain’s first new high-street bank in over 100 years. Focussed on providing “outstanding customer service” its unique culture is central to the bank’s success.
Four years on, Metro Bank is a newly listed FTSE 250 company, the fastest growing bank in Europe and rated No 1 for Customer Service by Fairer Finance. Harmer has helped build an outstanding executive team and created a unique approach to culture and training that attracts and develops great people. She manages colleague growth of 30% year-on-year - with over 1,000 new hires last year alone. ‘Metro Bank University’ offers colleagues over 70 classroom courses and is the only bank to provide a professional banking qualification for all entry level customer facing colleagues.
Metro Bank takes a unique and innovative approach to everything it does for its people. The focus is on brilliant training and relentless simplification so that every colleague feels set up to surprise and delight the customer. For example the traditional nine box talent grid does not exist at Metro Bank and has been replaced by talent families which are simple, effective and aligned to the bank’s model and culture. Passionate about diversity; colleagues at Metro Bank recently set up an LGBT+ group called M Pride and asked Harmer to be their sponsor and ally.
Prior to Barclays, Harmer worked in HR roles at Lloyds Banking Group and HBOS plc. Unusually she only moved into HR in 2003 and spent her early career in network and operations roles in Retail Banking which has reinforced her relentless focus on the customer and on the link between culture and customer experience.
She graduated from Southampton University with a degree in Economics and Business Economics, is a Chartered Member of the CIPD and a Court Member for the Guild of HR Professionals.
Outside work she runs a ‘mummycabs’ service for her three children; a responsibility she shares with her husband George.