Speaker Interview- Stephane Malrait
HOME / Speaker Interview- Stephane Malrait
Stéphane Malrait is Managing Director and Global Head of market structure and innovation for Financial Markets at ING Bank. Stephane is working with advocacy groups, policy makers and regulators to follow market structure and industry challenges impacting the financial market industry. He is also leading innovation activities in the capital market space within ING and developing external partnership with Fintech companies. He has been with ING since 2015 till date.
Before joining ING, Stephane had worked with Société Générale, JPMorgan Chase among other blue chip companies.
Stephane has a strong background in financial markets and understands the need for continued technological development to drive positive change in trading and market structure workflows. He is also a board member for several Fintech initiatives and trading associations.
MR Stéphane Malrait will be speaking virtually at Finnovex Europe Summit. Please have a look at his view on our upcoming Leading Summit on Financial Services Innovation and Excellence held Virtually on 24th – 25th May 2021 ( Attend from anywhere 💻🖥📱 )
Q- Currently, in what key process areas should innovation strategies be implemented to meet customer expectations?
Currently, in what key process areas should innovation strategies be implemented to meet customer expectations?Within our bank market activity we see a few processes where innovation strategies could be explored and implemented. The main areas are using Artificial intelligence models to better understand client behaviors, using Natural Language processes to structure chat communication services with clients and using distributed ledger technologies to be able to create new financial products for clients. We also support co-creation of new innovation activities with clients to explore and share best practices.
Q- While implementing evolutionary innovation strategies, what are the 3 things to note to ensure overall operational excellence is maintained?
We view innovation strategies as a way to improve operation excellence by leveraging new technology solution to strengthen our existing processes or be regulatory compliant by design when creating new innovation services. By involving the client in the design we also improve client relationship and evolve our communication toward a more data driven engagement reducing risks and improving satisfaction.
Q- The pandemic caught most of us unaware, during times of crisis what are the 3 major points to pay attention to while ensuring they meet customer expectations?
What was key for us during the pandemic was to be able to continue the same level of service to our clients by implementing digital solutions for them, we also focused on making sure we had at least the same level of communication between the clients and the bank relationship managers and we also had to focus on our own internal employees to make sure they can continue to work and deliver the same level of services to their clients.
Q- Being faced with disruption as a result of the pandemic, within your organisation how were you able to respond to the changing customer behaviours in a timely manner?
Our bank market activity was already digital with some products more automated than others. The pandemic accelerated the move toward digital channels and got a rapid adoption for our organization as most of the systems already supported some digital interaction.
Q-As like minds like you are getting ready to attend the Conference, would you like to give any advice to them?
What we learned from the pandemic is that it is even more important now than before to network, to explore new solutions and to learn from industry conference on the key trends. This helps us to adapt faster and prepare the design of our future products and services.