Barbara Ellington, Lifestyle Editor

Bernadette Barrow, assistant general manager, Small and Medium Enterprises for the National Commercial Bank's retail banking division. - Norman Grindley/Deputy Chief Photographer

Don't be fooled by her tiny frame and pretty face. Beneath the beauty lies a brilliant financial brain, and the National Commercial Bank's (NCB's) Bernadette Barrow packs a powerful business punch. She is now assistant general manager - Small and Medium Enterprises (SME), retail banking division.

Stints as a research consultant earlier in her career prepared her for her current responsibilities. That exposure allowed her to approach things from a systematic and informed base. "I look at how things are done elsewhere in the world and and try to figure out what is best for the Jamaican experience," Barrow told Flair in a recent interview.

Of her current role, she says that NCB has brought out the best in her professionally, because it's an institution that has allowed her a lot of autonomy and flexibility. At the outset, deliverables were agreed upon and Group Managing Director Patrick Hylton holds you accountable while not being a watchdog. "He has high standards, is very approachable and if you are having a problem with anything, you can express yourself freely because he encourages dialogue," she said.

SME UNIT

The bank's SME unit works in collaboration with its business customers to provide banking solutions to meet and exceed all their financial needs by creating value, improving their efficiency, and empowering them through convenient, hassle-free and cost-effective delivery channels.

It's impact on NCB has resulted in control of 60 per cent market share and over 19 per cent of the bank's loan portfolio.

Barrow's role includes providing supervision and leadership to branch-based business bankers across the NCBJ network and SME business development managers to ensure the delivery of the highest quality service to SME customer segment and the achievement of financial targets.

She also implements strategic and operational plans and introduces products and services, designed to grow the small and medium business portfolio and optimise profitability, while maximising customer satisfaction and retention. To date, Barrow has designed, developed and implemented the SME service delivery model; achieved deposit growth of 80 per cent and loan growth of 90 per cent in the SME customer segment, and successfully migrated SME customers to electronic channels, achieving 100 per cent growth in electronic transactions.

NCB's objective

"SMEs are the backbone of economies, but in Jamaica, we have not, over the years, paid them enough attention. That has changed and it is now NCB's objective to help businesses achieve dreams. We want to be the banking choice of all SMEs and to be seen as their partner in achieving economic success. We stand behind them in all stages of business development. We do so by establishing products and services to meet their needs and we have trained experts who assess these needs and offer the appropriate technical support," she said.

Other initiatives that assist customers include: free banking service for the first three months to new customers. Internet banking, a growing trend, is also available and offers scope for growth. Account security is rigidly monitored and so far, there have been no issues with it.

"Our channels are safe and our system is secure."

Women at helm

So, with the growing trend of women at the helm of financial entities, does Barrow see herself in the role of head of a bank? She does. Not one to focus on a person's gender, Barrow looks instead at capability.

She has never knowingly been the recipient of discrimination in her career and has always been a confident and capable individual who knows her skill sets and has a very good sense of who she is. "I could see myself as head of a bank and at NCB. Our managing director encourages everyone to do this."

In spite of the progress, there are still far too few women in positions of power and influence on Jamaica's blue chip boards.

Barrow says there will have to be a change in the thinking of those who make the decisions regarding board positions because, "... women are very highly competent and effective, so I cannot pinpoint a reason for this. These selections will have to be based on performance and not because of name or connection".

Balance

With such a demanding job, how does Barrow find time to balance family and career? The mother of two sons achieves this balance with the help of her supportive husband, Gary Barrow, also a busy corporate executive. "We both place family first, regardless of what the job is. We do not have the perfect life but in spite of the challenges, we are blessed and we always focus on the positive."

Her husband encourages her in whatever she does and enjoys her successes and achievements. She relaxes by gardening and playing kalooki.

Bernadette Barrow can definitely see herself heading a financial institution in the future. - Norman Grindley/Deputy Chief Photographer