Economic upheaval around the world My philosophy is to try and control what I can control and what I cannot control, I do not worry about. Irish Permanent's agreement with Dunnes Stores to offer financial products to its customers The future in retail banking is not necessarily in an enlarged branch network, it is about being where the customer is, and where the customer is is generally in retail stores, in supermarkets or shopping centres. Customer service This is one thing where I have learnt to make life easy for myself. If you look after the customer, you can have the customer for life.

On becoming general manager, retail banking, in 1995 We had to get people to think like retailers not bankers, and we do not have banks, we have retail outlets, and we call our people retailers.

Holding the largest share of the mortgage market The two main banks have a dominance in personal banking, and I see us really breaking that stranglehold with new initiatives.

The Irish work ethic Our belief in life is to do it now. I never understand people saying that that cannot be done.

The value of teamwork You require different skills in different environments. You cannot run something this size on your own.