Tan: Alliance Bank’s vision is to be the best customer service bank in Malaysia; and our IT vision and strategy supports this aspiration. Some of the strategic IT priorities to enhance customer experience include: technology refresh of the core banking platform, replacement of selected critical legacy systems, continued execution of the enterprise mobility journey, virtualisation of IT infrastructure and applications, and strengthening information security.

Tan: Some of the challenges, which also present exciting opportunities, include dynamic changes in consumer behaviour and rapid technology advancement. We opine that the pace will accelerate in the coming years as Gen Y and the Millennials come of age. This calls for greater flexibility and agility in the ever-evolving financial services landscape. We will have to not only respond swiftly to the wants and needs of our customers, but also proactively anticipate, participate and influence our customers’ needs to stay ahead of the competition whilst complying with regulatory requirements.

Tan: Mobile banking applications provide an omni-channel banking experience, with the added benefits of speed, accessibility, and convenience that has become a hygiene factor for today’s tech-savvy customers. Some mobile application related metrics include the new user take-up rate, transaction volume and revenue generated.

Tan: Alliance Bank adopts a holistic approach when it comes to protecting its customer interest whilst delivering secured convenience. The approach encompasses on-going education, continuous fraud prevention innovation, and transaction assurance.

Advanced cash management tools, offered to sole proprietors and small businesses include bulk payment capabilities, easy account reconciliation, full suite of payroll facilities, and pre-configuration capabilities.

Tan: Alliance Bank’s network of branches and offsite locations nationwide are equipped with self-service terminals (SSTs) consisting of automated teller machine (ATMs), cash deposit machines and cheque express services’ machines for customers’ convenience. These machines are available 24/7, and serve to extend the bank’s network in areas where we may not have a physical branch presence. It also offers an alternative for customers to perform transactions during non-office hours.

Tan: Our people continue to be our most effective customer acquisition channel as they exemplify the bank’s tagline of “Banking Made Personal”.

Tan: The bank has in place, the R.I.T.E. values, which stand for Respect, Integrity, Teamwork and Excellence. These values are practised in the workplace. We begin by articulating expectations and we welcome suggestions and ideas for ideas, big or small, to effect changes and improve processes. We emplace a system that provides flexibility for on-the-job knowledge transfer, job rotation and secondment. The bank also provides opportunities for staff to take on cross-functional projects and to work in different teams, thereby bringing fresh insights and new perspectives.

These practices engineer a proactive and creative change catalyst to challenge the status quo, and encourage our teams to think more creatively and critically.

Tan: I regularly keep in touch with a close circle of technology analysts from leading global consulting, research and advisory firms to keep abreast with emerging technology trends. I also subscribe to their newsletters and publications, follow thought leaders on the social media channels, and stay tuned to the online broadcasting space.

Tan: To me, success extends beyond individual accomplishments. It is defined by our collective efforts in realising the goals that we set out to achieve at the organisational level.