APS Bank is pleased to announce two senior management appointments as of 1 January 2025, to fill newly created positions as recently approved by the Board of Directors.
Charlton Aquilina is Head of Service Management, reporting into 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 – with his most recent position being Senior Business Applications Manager. Charlton is a graduate of the Chartered Insurance Institute, the London Institute of Banking & Finance, and the University of London.
Scott Lee Holloway steps into the role of Head of Customer Experience, reporting into the Chief Strategy Officer. Scott 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. Scott 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.
CEO Marcel Cassar commented: “We welcome Charlton and Scott to our senior management team. 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 management setup for the journey ahead.”
