ABSTRACT
Money Matters is a UK clearing bank offering a wide range of banking services to personal and corporate customers. Money Matters has a separate corporate division for large corporate business. All managers in the chosen group were interviewed and a questionnaire was sent to all staff. Managers felt that their jobs were increasingly well-defined, partly through the evolution of the ‘group concept’, partly because of the job profile system, a well-established job description system used by Money Matters. Managers were asked to indicate what factors would be considered when the performance of their department or branch was being assessed and what the key success factors were for the Group as a whole. Managers recognized that there would always be a balance to draw between the intention to increase sales and the need to ensure high quality lending and control. However managers clearly perceived contradictory ‘signals’ from the functional managers concerned.
