As we look at evolving business models and customer expectations, we believe that Banking (or any Financial Service) would completely move to customer self onboarding and self-servicing. The entire framework would be supported by Artificial Intelligence and Machine Learning (and other technologies), and everything from marketing to sales to credit to ops would get automated.
In such a situation, the key role played by bankers would be in the following areas:
– Creation and Support of these powerful platforms (google has so many smart folks working innovation, despite all the automation…)
– Exception management would be the main area for bankers across Marketing / Sales / Credit / Ops. Each transaction/lead/collection case that may be moved out of the automated process would have to be handled by experts. There would be a need for high-end experts for resolving these exceptions and taking decisions.
What do you think?