a b du l r a z a k Mo h d n or din // w h o’ S w h o Q& a
Mohd nordin: Mobile banking will play a key role in transforming the banking landscape to cater for borderless banking and payments. We have gone beyond banking towards catering for lifestyle activities, having already implemented a full suite of mobile applications. These mobile applications (apps) include SMS banking, web based and apps-based banking, flash SMS, and Near Field Communications (NFC). We are now working on Windows based possibilities. We foresee that mobile applications will overtake internet-based applications in time due to mobility and versatility.
FST Media: How are you developing new channels and increasing the bank’s reach to customers; and are you looking at any new innovations in customer experience?
Mohd nordin: It is important to make constant improvement by introducing innovation, developing new channels and making enhancements in current delivery channels. Developing new channels such as web chat is a convenient mode for customers to communicate online. The development of USSD Banking (flash SMS) will cater for non-M2U and unbanked segments where you do not even need an internet account. We have tried artificial intelligence and may introduce augmented reality applications in bringing a new approach to customer experience.
FST Media: What will Maybank’s key investments in mobile services focus on – mobile payments, peer-to-peer remittances and mobile money transfer, mobile banking services, or NFC?
Mohd nordin: Maybank will deploy all available mobile touch points with tailored services to be the market leader. Services are designed according to the capability of mobile phones such as Android and iPhones. Initiatives are also in place to enhance NFC related applications, as we expect
Mobile banking will play a key role in transforming the banking landscape to cater for borderless banking and payments… we foresee that mobile applications will overtake internet-based applications in time due to mobility and versatility.
upcoming mobile devices to be equipped with NFC capabilities. We are also working hard on mobile payments that use SIM overlay and are independent of telco providers.
FST Media: Do you regard social networking also a new channel opportunity for Maybank? Mohd nordin: We did see this coming and are happy to say that we are already using social marketing and continuing in building up our M2U community for customers – for example through Facebook, Twitter and blogs. This was the primary reason we tied up with Groupon on exclusive deals for M2U users.
FST Media: Many customers in Asia are concerned about the security of mobile banking transactions. How are you addressing this issue? Mohd nordin:Customers worrying about the security of mobile banking transactions is a common issue. It is our responsibility to reassure users on the security measures provided to protect them while banking via mobile platforms. We are continually educating and creating awareness among our customers about this
issue, even though we maintain a high level of security. This is an ongoing effort to ensure our security system is the best in its class, and we are making substantial investments annually in this area.
FST Media: Compliance requirements from the regulators are becoming stricter in light of new bank services such as mobile transactions. Do you believe technology is able to cope with these increasing demands or does customer and staff behaviour need to be modified?
Mohd nordin: One of the functions of regulators is to protect the interests of customers, while banks must provide the maximum technology security. It is important for us to comply with the guidelines set by regulators, and we are using technology to set up our own internal compliance, risk management, fraud monitoring and management systems. Of course, we also take continual steps to encourage customers and employees to keep up with changing trends and advance with technology.
FST Media: What is Maybank’s approach to process improvement and ensuring that projects are managed on time and to budget? Mohd nordin: In order to ensure a smooth workflow in the process of completing a project, we have established a project management process, a Software Development Life Cycle (SDLC) process and service level agreements. We also ensure relevant staff are provided professional certification in project management.
FST Media: Every leader, particularly at your level, has a legacy they wish to be remembered for. What is yours? Mohd nordin:My background is business, and it is business that drives the IT initiatives. My wish list is to support the country’s agenda in promoting a cashless society and creating convenience for our customers and the public at large, wherever we operate.
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