Contents 25 Employee experience
25 The fate of flexibility Years after the pandemic ended, the battle over WFH rumbles on. The latest salvo came last year, as European banks tried to lure employees across the Atlantic, offering flexible working arrangements that many Wall Street bods couldn’t bring themselves to accept. Liam Murphy talks to Annemarie Matze-Mennes, the future of work and hybrid working programme manager at ABN AMRO, and Claire McCartney, a senior policy adviser at the Chartered Institute of Personnel and Development, to understand how European banks create a progressive but productive working environment, the specific advantages of WFH – and whether this new reality is here to stay.
Customer experience management
28 How big is big data? Banks are increasingly using data and AI to appreciate exactly what their customers want. And why not? From understanding how they spend their money, to making call centre interactions more efficient, technology can transform an institution’s relationship with clients. One of the most active banks in this field is HSBC, which is using the latest digital innovations to keep
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up with customer expectations. Andrea Valentino investigates, chatting to Yusuf Demiral, the group’s wealth and personal banking head of analytics and customer relationship management.
Governance, risk and compliance
31 Helping in hard times The cost of living is on everyone’s lips – and banks are far from immune to the crisis. With interest rates soaring, financial institutions have obvious reasons to keep customers solvent. Barclays recently announced it was hiring 1,000 new staff to help
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clients navigate the choppy financial waters. Nor is the London giant alone: Virgin Money, for instance, has partnered with charities to help people understand what benefits they’re entitled to. Ellys Woodhouse talks to Ryan Walker, the customer service lead at Virgin Money, and Michelle Highman, chief executive at The Money Charity, to understand what obligations banks have to their clients and whether support could persist even after the economy improves.
34 Banks turn to RegTech to stay in step with rules Regnology
Fraud prevention and security
36 Error terror Traditional KYC processes are time- consuming, cumbersome and offer ample opportunities for human error. They also leave banks open to financial and reputational hardship. Yet as anti-money laundering regulations continue to tighten, and banks are dragged kicking and screaming into the digital age, Tom Loonen, professor of financial law and integrity at the Vrije Universiteit Amsterdam, explains why the old modus operandi is no longer viable – and what we can expect from the future of KYC.
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