An Interview with Albertus Hendro, Head of Digital & Channel Management, ANZ Indonesia

"Digital payment will continue growing since the integrated digital payments are more and more available to use. It should be part of daily life of the consumer within their daily apps..."

FST Media: Where will digital payments be in 2018?

Hendro: Mobile payment is still choice while most everybody is using smartphone. While keeping it as simple within the smartphone, to make it secured and convenient will be the main choice of the customer to use the digital payment. Since the fraud trend is still main consideration of users.

Digital payment will continue growing since the integrated digital payments are more and more available to use. It should be part of daily life of the consumer within their daily apps.

 

FST Media: How can banks leverage big data and analytics to develop innovative business practices?

Hendro: Most of the bank takes customer needs in the first place to fulfil but on the other side predicting the future needs of the customer to provide best-fit services or products may be a challenge. Banks had the data but in some case very scattered, hence the use of big data and analytics will be enriched the data which will be seasoned with valuable transaction behaviour data.

Understanding the transaction behaviour and customer preference will give the bank a hint to be innovative. Banks can bring new product/service offering to customers at their best for both.  

 

FST Media: What are the main Cybersecurity risks in the banking industry at the moment?

Hendro: Security is one of top concern of the bank; at our end we had put the highest standard on security and customer protection. We always put best effort to make our customers are feeling safe banking with us. Bank also realized that we can’t control the environment at customer end. Identity theft of the customer via phishing and malware is increasing lately. The attackers really understand that the banks have protected on the infrastructure and systems. They attacked on the uncontrolled side; some of the customers are lagging on computer security protection. This is being exploited by fraudster. 

We continue giving our customer practical tips and hints how to be secured and avoiding these kind of risks. This is also in line with the regulator to focus on customer education and protection.

 

FST Media: What technology or innovation is proving to be the biggest game changer for the banking industry?

Hendro: Understanding customer behaviour is one of the banks on going learning activity. My personal view, machine learning will be next big thing for bank. It gives beneficial for the institution and customer benefits.

 

FST Media: What key traditional operations of banks remain important in the digital age?

Hendro: Cash is still a necessity for customer. Cash handling is now important yet challenge in the digital age. How can we still competitive and efficient in the digital era therefore the service to our customer is keeping in the high satisfaction level.

 

FST Media: What is the best career advice you can share?

Hendro: Having a long term goal and put a lot of efforts to keep on track on of your goal. We need to have an open-mind attitude and be flexible to constant change environment but be consistent to our goal.

 

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