Gigabit December 2018
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third party systems and partners,<br />
especially when it comes to customer<br />
service and innovation. The most<br />
innovative banking ideas normally<br />
surface from within the organisation<br />
and that’s where you get flexibility<br />
and rapidity rather than going fully<br />
outsourced. For this, one requires<br />
a capable, agile team; flexible technology<br />
platform; and reliable partners,”<br />
he adds.<br />
It’s therefore a careful balancing act<br />
between those who work within the<br />
bank and understand what it needs and<br />
what the customer expects, and those<br />
system integrators with the expertise<br />
and technology that are so vital to<br />
development. SBM is therefore working<br />
to rebuild some internal capacity for<br />
strategic innovation, and looking at how<br />
to utilise the best technology that will<br />
truly add value to its operations. “For<br />
example, the implementation of robotic<br />
process automation (RPA) in some of our<br />
key processes has yielded good results<br />
– this was done with a third-party provider<br />
in collaboration with our team.”<br />
This kind of collaboration is vital in<br />
building the partnerships that make<br />
SBM work. “If you don’t have a good<br />
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