In episode 69 of Leaders Getting Coffee our guest is one of New Zealand’s most successful business CEO’s, Sir Ralph Norris.  

An everyday upbringing in Auckland’s suburb of Mt Roskill, laid the foundations for the humble and softly spoken manner that typifies Sir Ralph Norris. But don’t let that humility fool you. He was an active youngster and clearly bright enough to further his education. However, like many of the time, the family fortunes didn’t enable university study. But he certainly made up for it when opportunity came calling.

His banking career started in the IT department of the ASB Bank, where he was a beneficiary of the bank’s training relationship with IBM and his own curiosity about technology. The IBM training filled in what he’d missed at university and he became instrumental in enabling the massive change that went through the banking system over the following two decades. He speaks of starting with mainframe computers that occupied their own air-conditioned rooms, and he leads us through the changes brought by the personal computer generation, and now the mobile phone centric life we all lead today. 

Over the course of his career, he led three massive companies. In the first, ASB Bank, he worked his way to the top job. The reputation he built there led to the next two. Firstly he was asked to take the reins at a suffering Air New Zealand in 2001, and subsequently Commonwealth Bank of Australia in 2005. In both, he encountered poor customer experience, weak employee engagement, and a flattened growth curve. In both, he led a rejuvenation that still gets talked about.

Norris became the CEO of ASB Bank through that most unusual avenue of the IT department at a time when CEO’s came from sales and marketing. He also became a change manager before there was such a term.

He led ASB Bank from it’s roots as a regional bank, to a national player competing on level terms with the big internationally owned banks. He brought institutional and commercial banking to what was previously a domestically focussed affair. And he created leaders.

On the Leaders Getting Coffee podcast, Sir Ralph Norris speaks with Bruce Cotterill about turning business performance around. The importance of asking good questions and listening to what the people within the organisation are saying is the starting point. Then comes a good plan, and the need for relentless communication. 

There are lessons in this discussion for every current and aspiring leader. And each one delivered in that quiet and humble way. Sir Ralph Norris is one of our country’s best, and this discussion, a must listen, reflects that.

Leaders Getting Coffee – Episode 69 with Bruce Cotterill and Sir Ralph Norris – Former CEO of ASB and Air NZ.