Eight lessons from eight years – Bhakta

This year marks eight years since I became CEO of Butterfield Mortgages.

Looking back, it’s remarkable how much the business, mortgage industry and property investment landscape has evolved.

So, to mark the occasion, I thought I’d sit down to share eight lessons.

1. Build strong relationships

From the very beginning of my career, relationships have been at the heart of everything I do and are at the heart of Butterfield’s business proposition.

In truth, I grew up in a fairly conservative household and didn’t have an especially wide social circle. But when I started working at 16 – at a large NatWest branch in Holborn Circus – I quickly discovered that connecting with people, and forging relationships, would become second nature, whether it was lunch with a client, calls with a regular customer, or simply building rapport with my colleagues.

At the time, I didn’t appreciate just how pivotal those early connections would be. Many became the foundation of a network I still rely on today. The reality is, cliché though it sounds, people buy people – if you give someone a great experience, they’ll come back to you again and again and even now, I continue to receive referrals from relationships formed decades ago. Making an impression is so important, even if you can’t help someone directly, being remembered matters.

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2. Foster the next generation

Having benefitted from mentors early in my career, I know just how important it is that we nurture new talent.

Young people bring fresh perspectives, and in a business like ours, their energy is invaluable. They challenge us to rethink why we do things a certain way, and often highlight opportunities to improve. In an industry sometimes seen as traditional or even old-fashioned, that injection of curiosity and creativity is critical.

It isn’t enough to simply talk about developing future talent – you have to act on it, and I am extremely proud that Butterfield supports the Apprentice Scheme. All our apprentices have the opportunity to rotate through different areas of the business, gaining hands-on experience to complement their studies.

Watching them grow, while giving them the tools to succeed, is hugely rewarding.

3. Collaborate as much as possible

Butterfield Mortgages in the UK may be a small business within Butterfield overall, but that’s exactly where our strength lies.

The beauty of being part of a larger organisation is the level of connectivity it has. We have colleagues in private banking, trusts and other wealth management services, all of which adds value to our clients. Their needs can sometimes go beyond mortgages, and we are able to support them. We can also provide mortgages to those from our other jurisdictions looking for a property in Prime Central London.

As a CEO within a larger organisation, I’ve seen firsthand how collaboration has made it easier to serve existing clients, if they are already known as individuals, we’re able to gain a deeper understanding of their background and goals.

Knowledge sharing and collaboration between colleagues is another essential part of our business.

4. London always appeals, even if the headlines say otherwise

Over the years, I’ve travelled extensively, whether that’s to Bermuda, the Cayman Islands or further afield. Wherever I go, when it comes to property, there is one topic that always seems to come up – Prime Central London.

Investors, intermediaries, and clients all over the world want to know what’s happening in London’s property market. That says a lot in itself. London has a truly unique appeal and, outside of New York, I’ve not come across another city that attracts the same level of global interest.

For me, this appeal goes far beyond property. It’s about lifestyle – the restaurants, the culture, the theatres, the education or the legal system. These are the things that give people a real connection to London that often goes deeper than bricks and mortar.

The headlines may focus on political or economic challenges, and London has certainly faced its share in recent years. But the reality is that people still want to come here. It’s a place where you can both build your livelihood and enjoy it – that combination is what gives the city such an enduring appeal.

5. Interest rates are important, however…

…. it’s far from the only factor at play. London is an expensive city, and when people invest here, they want reassurance and trust as much as a competitive rate.

Certainly, higher rates can slow activity, but the city’s deeper appeal continues to draw people in, regardless of monetary policymaking.

As a lender, I’ve learned that our role isn’t just about low rates. The right service, the right guidance, and the right connections – these are the things that keep clients coming back.

6. Your values must be consistent across everything you do

For me, values aren’t just words, and they must be visible in action. If you say you care, it should be clear week in, week out, in both what you do and how you lead. I have an open-door policy and also take part in activities with my staff and colleagues. I wouldn’t expect any of my team to do anything that I wouldn’t, unless it was running a marathon or anything to that effect.

Here in London, for example, we proudly support The Felix Project, a charity that gives us the opportunity to volunteer at its depots around London, tackling food waste and poverty, which makes a real impact in our community. Donating money is one thing, but my experience with The Felix Project shows that real value comes from getting involved and being united. Volunteer days strengthen our team, helping us build deeper connections with colleagues, partners, and the community.

7. Stay true to yourself

Authenticity matters more than labels.

My focus has always been on being confident, commanding and respectful. Making sure my voice is heard. There’s no point sitting silently in a room – contribute, even if it feels daunting. If you’re working in a male-dominated environment, you don’t need to talk about football to fit in; you just need to know your business.

If you stay true to yourself by doing your job well, being prepared, and ensuring your presence is felt, you’ll go a lot further than if you try to fit the mould.

8. Enjoy the journey

Eight years have flown by, but I still love what I do. The people I work with – colleagues and clients alike – are remarkable, fascinating, and unique, just like the properties we lend against.

Every day brings something new, whether it’s learning how people build their wealth, understanding the challenges a broker faces, or seeing the strategies an investor uses. My final lesson, therefore, is to enjoy the journey – embrace the challenges, celebrate your successes, and value the people around you.

It’s these experiences that make every day rewarding and every year memorable, and I look forward to what lies ahead.