LEADING WITH PURPOSE IN PAYMENTS
Andi Howkins on Trust, Transformation, and the Future of Shieldpay
With more than three decades of experience across payments, clearing, settlement, and financial infrastructure, Andi Howkins has witnessed first-hand the evolution of the global payments landscape. As Chief Revenue Officer at Shieldpay, she sits at the intersection of strategy, technology, regulation, and customer experience, helping organisations navigate complex, high-value payments with confidence and transparency. In this interview, Andi shares her perspective on modernising legacy systems, scaling cross-border payments, building trusted partnerships, and why people, culture, and purpose remain the true differentiators in an increasingly digital financial ecosystem.
Industry Evolution and Perspective
With over 30 years of experience in technology, how have you seen the payments landscape evolve, and what excites you most about the direction the industry is taking today?
Over the past 30 years, I’ve had the privilege of witnessing, and contributing to, some of the most transformative shifts in the payments technology industry. What began as a world dominated by siloed legacy systems has evolved into a highly interconnected ecosystem where innovation is no longer optional, it is expected.
In the early days, technology focused on infrastructure and stability, often built in isolation. Today, it’s about agility, interoperability, and customer-centricity. Throughout this evolution, my focus has remained constant: recognising that every payment represents a real moment in someone’s life, and that trust is fundamental to progress.
Innovation, in my view, must always be responsible. As custodians of people’s money, we must ensure technology delivers genuine value, removes friction, anticipates societal needs, and above all, remains safe. New solutions must be proven and trusted so they positively shape how society interacts with payments.
The rise of real-time expectations has reshaped scale and service, with cloud technology enabling infrastructure to meet these demands. At the same time, it has introduced new risks, making fraud prevention more critical than ever. Technology has risen to that challenge. Initiatives such as Confirmation of Payee in the UK demonstrate how innovation can protect consumers at scale, and its global adoption shows the industry’s collective progress.
One of the most exciting developments has been the growth of FinTech. Over the past decade, nimble, purpose-driven teams have challenged traditional models, driving competition and customer value. Increasingly, FinTechs are partnering with global players, combining innovation with scale through API-led integration. This shift toward collaboration over competition reflects a more mature and customer-focused industry.
Perhaps the most meaningful change has been cultural. Technology today is as much about people as it is about systems. Inclusion, authenticity, and continuous improvement now sit at the heart of leadership. Building high-performing, customer-focused teams has been central to my journey, and it’s encouraging to see these values increasingly embedded across the sector.
Looking ahead, I’m energised by what’s possible. AI, Agentic Payments, sustainable computing, evergreen environments, and global interoperability are not buzzwords, they are catalysts for realworld impact. At Shieldpay, we are scaling a platform that goes beyond moving money, helping industries outside banking modernise payment frameworks, reduce risk, and accelerate transactions through a blend of technology and expert service.
Three decades in, the landscape is almost unrecognisable, and that’s exactly what makes it so exciting. The pace of change is relentless, but so is the opportunity to lead it with purpose.
Strategy, Trust and Innovation
Shieldpay positions itself around secure and transparent payment experiences. From your perspective as Chief Revenue Officer, what role does strategy play in enabling innovation while maintaining trust and regulatory compliance?
At Shieldpay, strategy is not a static document or corporate statement; it is a guiding framework anchored in a simple mission: to make complex payments simple and safe, and ultimately to make things better for people, whether in their businesses or personal lives. Balancing innovation with trust is one of the most difficult challenges in payments. Introducing change in a live financial environment is often compared to changing an aircraft engine mid-flight. Payments must evolve, but they cannot fail. As custodians of money, we have a responsibility to move carefully, ensuring progress does not come at the expense of safety, reliability, or compliance.
That balance is achieved through thoughtful, staged execution. As the industry modernises, technologies such as cloud infrastructure and microservices allow change to be introduced in controlled, ring-fenced ways, significantly reducing risk. Technology enables progress, but it is not the differentiator.
The real differentiator is our people. Strategy provides the clarity and confidence for teams to innovate responsibly, respond to emerging client needs, and challenge convention, all while maintaining the highest standards of security and compliance. Innovation in payments only matters if it delivers real value and can be trusted.
As Chief Revenue Officer, I see strategy as the structure that empowers our teams to act decisively while remaining accountable. Leadership’s role is to ensure that innovation is governed, supported, and aligned with long-term trust.
Ultimately, Shieldpay’s success does not rest on technology alone. It is driven by the people who understand their responsibility as custodians of our clients’ money and who turn strategic intent into secure, transparent payment experiences every day. That is what truly sets Shieldpay apart.
Cross-Border Payments and Interoperability
With your expertise in clearing, settlement, and interoperability, how is Shieldpay addressing the need for seamless cross-border transactions in an increasingly global marketplace?
Borders continue to diminish as technology enables faster movement of goods, services, and capital. Payments are a fundamental part of that evolution, and the expectation is clear: sending money across borders should feel no different from making a domestic payment. While we are not fully there yet, what was once aspirational is now firmly achievable through technology.
Cross-border payments are inherently complex, involving multiple currencies, regulatory regimes, and settlement frameworks. Shieldpay’s approach is built around reducing that complexity through robust, cloud-native technology combined with regulatory rigour and a strong focus on user experience. Our platform streamlines compliance, automates verification, and accelerates settlement, helping clients move funds internationally with greater speed and confidence.
Interoperability is critical. Shieldpay integrates with a wide range of banking and payment systems, enabling clients to manage transactions across jurisdictions efficiently. We support multi-currency payments and work with leading global FX partners to provide reliable conversion and competitive rates. Flexibility is central to our model, whether clients choose a fully facilitated service or deep API integration, the same secure, scalable infrastructure underpins every transaction.
As an FCA-authorised payment institution, compliance and security are non-negotiable. Rigorous KYC, due diligence, and transparency safeguards are embedded at every stage. We have already facilitated high-value, multi-jurisdictional transactions across legal, corporate, and mass-claims sectors, moving billions in value and disbursing funds to thousands of payees globally, demonstrating our ability to operate at scale in complex environments.
While international payments are not yet as frictionless as domestic transfers, the industry is moving rapidly in that direction, especially with industry initiatives such as project Agora underway. At Shieldpay, we continue to invest in partnerships and technologies that reduce settlement times and costs, while maintaining the trust, security, and regulatory clarity our clients rely on.
Legacy Transformation and Modernisation
Modernisation is a recurring theme in your career. What challenges do financial institutions face when transitioning from legacy systems, and how does Shieldpay support them through this journey?
Legacy systems remain one of the biggest barriers to progress for financial institutions. Often decades old, they are deeply embedded into daily operations, making change feel risky and complex. High maintenance costs, shrinking pools of legacy talent, and the constant threat of disruption all collide with rising customer expectations for speed, transparency, and security. Modernisation is no longer optional, but the path forward is rarely straightforward.
One of the greatest challenges is fear of transition. Institutions worry about losing control, introducing compliance risk, or destabilising critical services. Yet inaction carries its own growing risk. Legacy talent is ageing, costs continue to rise, and gaps only widen over time. The reality is that with the right partner, modernisation can actually increase control, visibility, and resilience.
Shieldpay is designed to support institutions at every stage of that journey. Our platform can supplement existing payment capabilities, enable phased transition, or fully replace complex legacy payment functions. As an FCA-regulated provider with ISO certifications, we significantly reduce regulatory burden by safeguarding funds, providing clear audit trails, and assuming liability where appropriate. This allows institutions to modernise without compromising compliance or trust.
What clients consistently tell us is that Shieldpay gives them greater visibility and confidence, while freeing experienced teams from repetitive, manual processes. That shift allows organisations to focus on what truly matters: delivering value to customers and driving meaningful innovation. Ultimately, modernisation is not about replacing systems for the sake of change; it’s about enabling people, reducing risk, and building platforms fit for the future.
Partnerships and Ecosystem Growth
Partnerships play a critical role in the fintech ecosystem. How is Shieldpay collaborating with its core partners to strengthen its offering and expand its market reach?
Successful partnerships start with alignment. I recently spoke about this at a BAFT event, and the message was simple: get the fundamentals right from the outset. Be clear on the what, why, where, who, when, and how. It sounds basic, but this step is often rushed or skipped, particularly in fintech, where time, budget, and resources are precious. Chasing a big name without clarity of purpose can be costly and, in some cases, fatal to a partnership.
At Shieldpay, we are deliberate in how we select partners. Every collaboration is grounded in the problems we are solving together for customers, where the market is underserved, how functionality can be extended, and whether there is genuinely reciprocal value. One-sided partnerships rarely endure.
We work with a range of strategic partners, including blue-chip banks, neo-banks, FX providers, and specialist fintechs, each contributing distinct capabilities. These partnerships help us strengthen our platform, expand into new markets, and deliver more integrated, compliant payment solutions.
What truly differentiates our partnerships is alignment beyond technology. We ensure shared values around compliance, customer experience, and trust. Looking ahead, partnerships will remain central to our growth strategy as we explore collaborations that support adjacent markets, emerging industries, and new regulated use cases. In fintech, progress is rarely achieved alone. The real impact comes from building ecosystems that deliver meaningful value at scale.
Operational Excellence and Customer Experience
As someone deeply committed to operational excellence, how do you balance efficiency with innovation to ensure customers consistently receive the best possible service?
Efficiency and innovation are not competing priorities. When internal processes, controls, and resources are aligned, they create the foundation that allows innovation to happen safely and at scale. Strong operational discipline earns the right to iterate, improve, and serve customers with confidence.
At Shieldpay, innovation is not disruptive for its own sake. It is a natural extension of operational rigour. Every enhancement we introduce, from real-time dashboards to advanced fraud controls, is designed to improve the customer experience while maintaining security, transparency, and compliance. Efficiency is not just about speed; it is about precision, trust, and accountability.
Our platform automates complex payment workflows, reduces manual effort, and provides customers with visibility and control. This allows our teams to focus on higher-value work: solving problems, supporting clients, and driving continuous improvement. Mistakes happen, but what matters is accountability, learning quickly, and ensuring they do not reoccur.
I lead Shieldpay’s end-to-end Customer Success function, spanning marketing, sales, partnerships, implementation, and operations. This structure mirrors the customer journey and breaks down silos, ensuring customer insight feeds directly into product and technology decisions. Our Customer Operations teams, often the unsung heroes, play a critical role in identifying gaps and strengthening feedback loops across the business.
Ultimately, delivering exceptional service is not about choosing between efficiency and innovation. It is about embedding both into everything we do so customers feel the benefit every time they use Shieldpay.
Inclusion, Diversity and Leadership
Inclusion and diversity are areas you’re passionate about. How does Shieldpay foster a culture that supports women in leadership and promotes wider representation across the payments and technology space?
The industry has come a long way. Early in my career, behaviours existed that would be unacceptable today, and I have zero tolerance for them now, whether within Shieldpay or in any organisation we associate with. While bias and discrimination have not been eradicated entirely, progress over the past three decades has been significant, and it is critical that we continue building on it to avoid any regression.
At Shieldpay, diversity is not a quota or a box-ticking exercise; it is part of our DNA. We are proud to be led by a female CEO, Sophie Condie, who is a long-standing champion of female leadership. She is supported by a female CRO in myself, alongside an executive team that is evenly split by gender, a balance few organisations can genuinely claim.
That said, I strongly believe diversity must be underpinned by meritocracy. Creating opportunity is not about promoting individuals based on representation alone, but about fostering a culture where diversity is valued, access is fair, and people are supported to succeed. When those conditions exist, the most capable person rises naturally. We want the best of the best: people who care deeply, act with integrity, and serve our customers exceptionally well.
Supporting women and underrepresented groups also means building strong leadership pipelines. The leaders of today have a responsibility to serve the leaders of tomorrow. I have benefited enormously from mentors, both male and female, and I see it as an obligation to pay that forward through advocacy, challenge, and support.
Flexibility is another cornerstone of our culture. We recognise the mental load many women carry professionally and personally, which is why hybrid working, tailored support, and active listening are embedded into how we operate. Our People and Culture function plays a vital role in championing inclusive behaviours and open dialogue, led by our Head of People, Natalie, who exemplifies that balance brilliantly.
There is always more to do, but I am proud of the progress we have made. Shieldpay is a place where diversity is celebrated, opportunity is open to all, and merit and capability ultimately determine success.
Regulation and the Future of Compliance
Regulation continues to shape the payments industry. How do you see the regulatory landscape evolving, and how is Shieldpay preparing for future change?
The regulatory landscape in payments is evolving rapidly, driven by heightened expectations around customer protection, fraud prevention, and operational resilience. We are seeing this through initiatives such as the National Payments Vision, ISO standards, DORA, and the increasing shift of responsibility onto financial institutions to proactively safeguard customers. Given Shieldpay’s focus on complex payments, a significant portion of our customer base operates within regulated sectors such as legal services. The Solicitors Regulation Authority (SRA) has been clear in its direction: law firms must prioritise the safety, transparency, and traceability of client funds. This has accelerated the move toward Third-Party Managed Accounts (TPMAs) as a safer alternative to traditional client accounts, reducing risk and strengthening compliance.
For many organisations, this means moving away from manual, admin-heavy processes and fragmented legacy systems that increase operational risk and attract regulatory scrutiny. Regulators now expect robust verification, automated reconciliation, real-time oversight, and clear auditability of client money. Shieldpay is at the forefront of supporting this transition. As an FCA-regulated platform fully aligned with SRA requirements, we provide a secure, digital alternative for managing complex payments. Our platform integrates KYC and KYB checks, automated reconciliation, mass payouts, and safeguarded accounts that are transparent and fully reconcilable at all times. We also deliver comprehensive reporting and documentation to support compliance, including adherence to SRA Rule 2.5.
Looking ahead, regulation will continue to tighten, particularly as emerging technologies such as AI introduce both opportunity and risk. That increased scrutiny is not only welcome, it is essential. Payments are critical infrastructure, and stronger controls ultimately enhance trust and protection for customers. Shieldpay’s role is to help our clients not just respond to regulatory change, but stay ahead of it. Our technology is designed to adapt as regulations evolve, removing the burden of constant manual updates or costly system overhauls. Our customers are not always payments experts, and that is precisely where we add value: anticipating regulatory change, reducing risk, and ensuring complex payments are executed safely, transparently, and compliantly in an increasingly demanding regulatory environment.
“Looking ahead, regulation will continue to tighten, particularly as emerging technologies such as AI introduce both opportunity and risk. “
Growth Strategy and Leadership Role
Looking ahead, what do you believe will define the next phase of growth for Shieldpay, and how do you see your role contributing to that journey?
The next phase of growth for Shieldpay will be defined by our shift from transactional to relational revenue, moving beyond one-off payments toward repeatable, scalable, and contracted services. This transition is already underway, driven by account-based sales, strategic partnerships, and product-led expansion into new sectors and geographies.
A key focus is our Payment Account strategy, where we aim to further strengthen our position as a critical supplier within our target markets. This means building smarter onboarding journeys, deepening relationships with existing clients, and expanding into the SME space with more automated, technology-led tooling and support models. The objective is clear: create predictable, sustainable revenue streams that deliver long-term value for customers and investors alike.
As Chief Revenue Officer, my role sits at the centre of this journey. Leading the end-to-end customer success function gives me a unique vantage point to align go-to-market strategy with real customer needs. My focus is on ensuring that sales, partnerships, implementation, and customer operations operate as a single, cohesive commercial engine.
Ultimately, growth will not be defined by scale alone, but by how well we execute with purpose. Shieldpay’s future depends on balancing ambition with discipline, innovation with trust, and strategy with delivery. My responsibility is to make sure we get that balance right, every time, and at scale.
Shieldpay is a technology-led payments platform that simplifies complex, highvalue transactions for the legal, financial and professional services sectors. It provides secure, compliant digital escrow, managed account and payment solutions that reduce risk and enhance transparency, enabling organisations to verify parties, safeguard funds and disburse payments efficiently. Shieldpay is authorised and regulated in the UK to provide payment services.
Andi Howkins Chief Revenue Officer (CRO)