The new working environment that we had to adopt in March 2020, meant that bank staff had to adapt almost overnight, including remote work and branch COVID-19 safety measures, as well as disruption to outsourced service providers in both the UK and overseas. Thanks to hard work and goodwill on the part of all involved these initial operational challenges were overcome; indeed, many learnt that their teams and governance structures were far more fungible and adaptable than was believed possible.

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