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January 17, 2023

Unfiltered Stories | The transformative power of digital operations in banking

28 minutes

This edition of Unfiltered Stories is a “power of operations” spotlight in which Elena Christopher, Chief Research Officer at HFS Research discusses with Jasmeet Narang, Chief Transformation Officer and Head of Operations at Santander UK, and Rohan de Souza Global Account Partner for Santander at Genpact how Santander UK, the largest bank in Europe, with the help of its partner Genpact is driving significant CX (customer experience) and EX (employee experience) improvements not to mention improved cost: income ratios. And we’re not even going to mention cloud or core banking modernization.

Elena, Jasmeet, and Rohan cover a range of topics, including:

WHY: Why did Santander UK want or need to change anything about how it was running its business?

WHAT: What did Santander UK decide to do to address its needs – what was the right solution and approach?

HOW: How many firms did Santander UK evaluate and what ultimately sealed the deal with Genpact? And how did the mechanics of the solution come together?

SO WHAT: What has Santander UK achieved and what are you most proud of?

WHAT NEXT?

LESSONS LEARNED: What is your one actionable recommendation for other banks that may be on a similar journey?

...more

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By HFS

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