Payam Djavdan will present the finer details of the changes that ING decided to implement at our 13th Annual Banking Operations Forum, taking place April 14-15, 2016 in Madrid, Spain.
1. Can you share a teaser about your presentation about the new way of working at ING?
Scaled agile transformation at ING Netherlands: Based on inspiration from digital innovators like Google, Netflix, Zappos and Spotify, ING Netherlands has introduced a new way of working with three objectives:
· Respond faster to changing customer requirements
· Increase efficiency and effectiveness by breaking down organizational silos
· Increase engagement to retain and attract digital talent
ING Netherlands has reorganized its business and IT into squads, chapters and tribes. Squads are empowered to develop, deploy and adapt customer journeys according to their specific purpose. At the same time, the bank adopted new governance that ensures alignment with the company’s overall purpose.
2. Where do you see the benefits and shortcomings of the newly-implemented strategies?
The benefits are mostly the more digitized solutions, which are easier to access for the customers through an omni-channel approach. The most challenging part of this transformation is the cultural change. The bigger the company, the more difficult it is to break down the internal silos in the organization.
3. Could you provide a list of areas where ther is space for further cost reduction in banking operations?
· Combining the activities of operations and call center
· Shifting from call to chat
· Using data models to predict customer behavior and adapt to the availability of resources
· Shifting towards self-organized teams (super 7 teams).
4. How important do you think is educating employees and enhancing the skills of the human capital?
Companies continuously keep trying to improve their workforce planning. However, in the last few years they have realized that specific skills are needed to become competitive in the digital world. Digital transformation requires skills in agile processes, digital content, infrastructure management, mobile interfaces, Big Data and advanced analytics, digital branding and marketing, payments, risk and security and above all digital customer journey expertise.