Contents
efficient mortgages’ work, the challenges of getting customers to adopt them – and how a meaningful sustainability agenda must encompass all of a bank’s activities.
23 Blunder-proofing payment transactions On Christmas morning, tens of thousands of people awoke to a surprise gift from an unlikely source: Santander. After the bank accidentally used its own reserves to double payments from 2,000 business accounts, an extra £130m found its way into the virtual pockets of 75,000 people. A striking story, but how do these blunders happen – and what can be done to prevent them? Tim Gunn talks to Dougie Belmore, chief payments officer at
Pay.UK, to learn more.
26 A radical rethink of regulatory reporting Regnology
28 Regtech: Banking’s painkiller Regulatory reporting can be seen as a burden as it brings no competitive advantage but carries heavy penalties if not performed accurately. Jim Banks talks to David Lian, global head of financial regulatory reporting at Standard Chartered, and Jules Speight, HSBC’s chief architect of corporate functions and group finance IT, about the challenges the process brings and how regtech might force it to evolve.
Data centres
31 Data centres of the future There has been much talk of the demise of bank-owned data centres in recent years, but just when they seem to be fading into history along comes a major financial institution ready to invest in its own on-premise infrastructure. Jim Banks talks to Gilles Chemla, professor of finance at Imperial College London and co-director of its Centre for Financial Technology, about whether data centres will one day move completely to the cloud or whether the hybrid
Future Banking /
www.nsbanking.com
approach will dominate for many years to come.
Employee experience
34 The war on female talent For years, banks have been eager to flex their gender equality muscles. On the ground, however, the situation is far less rosy. Nikki Peach talks to Kathy Powers-Moore, diversity and inclusion manager at Rabobank, and Jayne-Anne Gadhia, founder and chair of fintech company Snoop and former CEO at Virgin Money, to understand the scale of gender disparity in the sector.
Customer experience management
37 Banking on chatter The way people bank is changing, putting pressure on banks to change too – with artificial intelligence (AI) one area that is clearly making a significant impact. Andrew Tunnicliffe talks with Royal Bank of Scotland International’s Glenn Exton to find out how his bank is using AI, and takes a wider look at how others in this space have incorporated it into their call centres.
Banking fraud 31
40 Fighting the fraudsters For as long as banks have existed, crooks have tried to cheat them. But with financial institutions becoming better at stopping conventional scams, criminals are increasingly preying on vulnerable people in so-called ‘authorised’ scams, forcing banks and the police to develop systems to keep clients safe. Andrea Valentino speaks to experts from across finance and law enforcement to understand the scale of the problem, and why the industry always needs to be on its guard in the face of fraudsters.
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