Catherine Rutter is the Group Ambassador for Yorkshire and The Humber. She is also the Managing Director for Customer Contact within Lloyds Banking Group, leading a UK wide team of colleagues who are there for customers when they need us most. Customer Contact is the telephony operation for all Lloyds brands covering Personal Banking, Fraud, Disputes and Complaints calls, handling over 40 million calls a year.
With a career at Lloyds Banking Group spanning 35 years, Catherine has held a variety of senior roles with a mixture of large operational and strategic looking. She has a proven track record of delivering complex programmes and leading teams through periods of significant change.
Colleague development is also key to Catherine, mentoring a number of colleagues, from both inside and outside the Group. She is passionate about building an inclusive culture and believes two things. Firstly as a customer orientated bank we need to have a team representing the diversity of our customers in everything we do. Secondly, colleagues enjoy work more when they feel comfortable to be their authentic self, not pretending to be someone else. Catherine is a proud LGBT+ Ally, fighting for equality, promoting inclusivity and breaking down barriers that prevent some of our greatest talent becoming their best. Working and leading teams in largely customer facing environments has meant that Catherine has a natural affinity with doing the right thing, and her focus has always been on delivering quality service for the bank’s customers.