1. Managing Information Technology
Year One – Chief Retail Officer Perspective
Lori Murray

2. Executive Banking School Roadmap
GROWING
Capability
Confidence
Courage
YEAR THREE
Chief Executive Officer
Perspective
YEAR ONE
Chief Retail Officer
Perspective
YEAR TWO
Chief Financial Officer
Perspective

3. Executive Banking School Roadmap
GROWING
Capability
Confidence
Courage
YEAR THREE
Chief Executive Officer
Perspective
YEAR ONE
Chief Retail Officer
Perspective
YEAR TWO
Chief Financial Officer
Perspective

4. Year One – Chief Retail Officer Perspective Retail Strategy Curriculum
Leadership
Communication
Leading the Retail Line of Business via a Balanced Scorecard
Discovering Customer Segments & Consumer Behaviors
Successfully Communicating & Advertising in Retail Banking
Developing and Pricing Profitable Bank Products
Modernizing & Optimizing Delivery to Meet Customer Requirements
Facing Ethical Dilemmas in Banking
Applying Concepts Learned to Today’s Market
Chief Retail Officer Perspective

5. Year One – Chief Retail Officer Perspective Retail Strategy Curriculum
Leadership
Communication
Leading the Retail Line of Business via a Balanced Scorecard
Discovering Customer Segments & Consumer Behaviors
Successfully Communicating & Advertising in Retail Banking
Developing and Pricing Profitable Bank Products
Modernizing & Optimizing Delivery to Meet Customer Requirements
Facing Ethical Dilemmas in Banking
Applying Concepts Learned to Today’s Market
Chief Retail Officer Perspective

6. This Session’s Critical Topics
Key Trends & Managing IT
Best Practices
Global Awareness

7. Key Trends & Managing IT

8. IT IT IT IT IT Five Key Trends Key Trends & Managing IT
Drive to Digital
Is transforming the industry
Payments
Disruptive and opportunistic
Scale & Efficiency
Are gaining market share
Regulations & Risk
Continue to impact decisions & resources
Business Models
Shifts require new approaches IT IT IT IT IT

9. IT IT IT IT IT Market Forces Key Trends & Managing IT
Mobile-first customer engagement models
Dwindling customer loyalty to brand IT
Financial technology innovations from non-traditional players IT
The rise of digital sales IT
Higher compliance and cyber security expenditures IT
And to make matters more challenging……………..
“According to a March 2016 Federal Reserve report, 84 percent of banking customers still visit branches regularly”, Generation B: Millennials and the Resurgence of Branch Banking, BAI

10. Thought Leadership Key Trends & Managing IT
Preparing for the 4th Industrial Revolution: Designing your digital organization for improved customer engagement and creating digital solutions (transforming your business model). Where do you start?
What impact will applications that see, hear, accurately anticipate, predict, take action, and automate, have for your business, customers, and society?
What policies are needed to make emerging technologies beneficial as it disrupts employment?
How are industry leading companies including innovative design principles and technologies into their products and services? Will these technologies create lasting revenue opportunities that benefit customers?

11. Best Practices Let’s Get Tactical!

12. Best Practices
Take 10 minutes and list some of the IT projects you have been involved in and what went well and not well

13. Best Practices
Be intentional with business value targets up front, communicate and measure
Close the end-to-end business process loop
Plan your data migration upfront and with intention
Empower a positive team culture and inclusiveness when a vendor is involved
Identify, rationalize and define integration from the beginning
Manage business readiness with the same rigor as the technical implementation

14. Best Practices #1
Be intentional with business value targets up front, communicate and measure
Ensure there is a documented Vision Statement
Define and document all Stakeholders
Identify assumed business value from all stakeholders and harmonize to ensure clarity
Define the business value into measurable and specific targets

15. Best Practices #2
Close the end-to-end business process loop and look out for a number of common problems:
No documented “current state”
No clear path to estimate time for the end-to-end process
Complex integrations and large number of customizations
Growing number of change requests
Users and technical resources lacking clarity and commitment to business benefits

16. #3 Plan your data migration upfront and with intention
Best Practices #3
Plan your data migration upfront and with intention
You should own the data extraction not a vendor
Extreme detail on the file format of the data extraction and migration is required
Data cleansing is required but will not be perfect, so establish realistic data quality targets
Run an incremental migration prior to full cutover – dress rehearsal

17. #4 Empower a positive team culture
Best Practices #4
Empower a positive team culture
Establish regular, face-to-face executive-level touch points and include the vendor if applicable
Build a Change Control Board
State the problem the Vendor must solve instead of prescribing a solution
Create a two-way partnership with vendors and all LOB’s that is fair and realistic

18. #5 Identify, rationalize and define integration points up front
Best Practices #5
Identify, rationalize and define integration points up front
Minimize integration points
Avoid hard coding
Be transparent with stakeholders
Ensure all involved understand the complexity of the work and their decisions
Avoid “Big Bang”

19. Best Practices #6
Manage business readiness with the same rigor as the technical implementation
Heavy business involvement needed early and often
Communicate, communicate, communicate
Train, train, train
Beware of an IT organization that doesn’t let vendors deal directly with the business because “they will want too much”

20. Global Awareness

21. The Global Market Global Banking Industry Global Innovators Asia
Global Awareness
The Global Market
Global Banking Industry
Asia
Europe
South America
Global Innovators

22. Final Points
Be an active participant in the IT discussion, do not delegate everything except final signature
Ask questions, ask a lot of questions
Have a process

23. Questions

24. Year One – Chief Retail Officer Perspective Retail Strategy Curriculum
Leadership
Communication
Leading the Retail Line of Business via a Balanced Scorecard
Discovering Customer Segments & Consumer Behaviors
Successfully Communicating & Advertising in Retail Banking
Developing and Pricing Profitable Bank Products
Modernizing & Optimizing Delivery to Meet Customer Requirements
Facing Ethical Dilemmas in Banking
Applying Concepts Learned to Today’s Market
Chief Retail Officer Perspective

25. Executive Banking School Roadmap
GROWING
Capability
Confidence
Courage
YEAR THREE
Chief Executive Officer
Perspective
YEAR ONE
Chief Retail Officer
Perspective
YEAR TWO
Chief Financial Officer
Perspective