CEDA member profile: Bendigo and Adelaide Bank




Marnie Baker, Managing Director, Bendigo and Adelaide Bank

Can you tell us about Bendigo and Adelaide Bank?

Bendigo and Adelaide Bank is Australia’s fifth largest retail bank, an ASX top 70 company and an alternative to the big four. We believe we can be Australia’s bank of choice.  

As Australia’s second oldest deposit taking institution, our Bank is known for having a unique blend of capability and conscience in the way we do business. Our purpose is to feed into the prosperity of our customers and their communities, not off it. This attitude is the same today as it was 160 years ago when we were founded.

Our customers expect us to do what we say we will do. They expect us to deliver on our commitment with integrity, and we do this because it’s the right way to conduct business. This is one of the many reasons why we are rated as Australia’s most trusted bank and Australia’s third most trusted brand.

Our purpose and proven history of trust and service, our high level of innovation and leading customer service and advocacy, combine to drive our vision to be Australia’s bank of choice. 

We’re based locally, operate nationally and are recognised globally and are the only bank to be headquartered from a regional city. We offer an Australian-wide presence in person or via digital channels that gives our 1.6 million customers choice to interact with us when and how it suits them.

Can you take us through your career with Bendigo and Adelaide Bank to date?

I have worked at Bendigo and Adelaide Bank Group since 1989 and have been an Executive of the Bank since 2000.  My almost 30 years of extensive industry experience in financial services spans Retail Banking, Trustee and Custodial Services, Financial Planning, Insurance, Funds Management, Treasury, Risk and Compliance, Payment Systems, Information Technology, Change Management, Social Media and Digital Technologies, Legal and Human Resources.

In my previous role, I was the Bank’s Chief Customer Officer where I had responsibility and financial accountability for: a national retail customer network of more than 500 community and corporate branches and 107 agencies and supporting operations, delivering retail, business, agribusiness and wholesale banking to over 1.6 million customers; the provision of wealth solutions to retail customers and third party advised networks; broker lending; access and payments; product development; call centre; customer strategy and advocacy; digital transformation; and brand management.

I started working in Finance because I knew I could make a difference to the financial inclusiveness of all Australians, driving choice and prosperity for all. My new role is to lead our bank to be considered Australia’s bank of choice, something I’ve been passionate about since I walked in the front door on my very first day. 

What are some of your top priorities for your first year as Managing Director? 

Our strategy is to focus on the success of our customers, people, partners and communities to be Australia’s bank of choice. This has not changed in our 160 years. Our history of delivering and innovating, and the uniquely nimble composition of our business, ensures shared success through our strategic partnering mindset and sets us apart from our competitors. 

In fact, partnering is in our DNA. It helps us build the right infrastructure, improve and evolve capability and offer greater consumer choice.

My priority is to ensure more Australians choose to bank with us and we’ll do this by: 

  • listening to our customers and responding to their needs;
  • further investing in capability and innovation – the likes that has seen our partnership with fintech Tic:Toc and the launch of Up, our digital bank offering; 
  • reducing the complexity of our business; ensuring more Australians know about us, the way we do business and what we can offer them; and
  • staying true to our values of driving prosperity for all, something which has never been more important in the current financial services environment. 

It is the organisations that can deliver on their stated purpose, vision and values that are more likely to succeed. We know this is true because we’ve been living it for our 160 years in business.

Why does Bendigo and Adelaide Bank choose to be a member of CEDA? 

CEDA provides Bendigo and Adelaide Bank with access to some of Australia’s most important thought leaders through networking and idea-sharing opportunities. Our membership helps us collaborate and share best practice on some of the core challenges and opportunities facing Australian business. 

How does being a member of CEDA assist Bendigo and Adelaide Bank to meet its agenda? 

Our strategy is to partner for success, this means we can get access to the best and the right partners to offer better services to meet our customers’ needs. 

This same strategy extends to our membership with CEDA. CEDA enables us to learn from and be challenged by others, collaborate and network to ultimately drive the best outcome for our customers.