Charlton Aquilina and Scott Lee Holloway are the most recent additions to APS Bank’s senior management, following their approval by the Board of Directors.
APS CEO Marcel Cassar remarked that the bank welcomes both Mr Aquilina and Mr Holloway to their new roles.
“They bring expertise, experience and excellence to their roles having proven their leadership qualities over time. With these appointments, we continue to strengthen and modernise our setup for the journey ahead,” he continued.
Mr Aquilina was appointed Head of Service Management, reporting to the Chief Technology Officer.
He joined the bank in 2008 and brings years of experience across operations, credit and technology, with key roles in service management, quality assurance and business analysis. His most recent position was that of Senior Business Applications Manager.
Mr Aquilina is a graduate of the Chartered Insurance Institute, the London Institute of Banking and Finance, and the University of London.
On the other hand, Scott Lee Holloway has stepped into the role of Head of Customer Experience, reporting to the Chief Strategy Officer.
Mr Holloway joined the bank in 2019, founding the Voice of the Customer Unit and was instrumental in driving the customer-first strategy with a strong focus on customer-centric practices and effective complaints management.
A recognised leader in CX, he is Malta’s first certified Customer Experience Professional (CCXP) and recently joined the CXPA Global Board of Directors.
Mr Holloway is also a published author in the best-selling book series: ‘Customer Experience 5’, as well as “a sought-after expert speaker” on CX locally and internationally.
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