It is fair to say that change has become the norm within financial services today. The last few years have seen businesses invest on multiple levels in understanding the steady stream of regulation we face and then adjusting their propositions and processes to ensure they comply with this. And as the pressure to invest in new technologies and digitisation intensifies, so too does the battle to serve the client.
As one of the panellists at the PAM Digital Forum in London last week, I spoke to a number of wealth and investment management firms – many of whom are engaging more through digital channels and all of whom will be impacted by the regulation that has been designed to protect clients in this increasingly digital world.
Having spent much of the last year ensuring compliance for the impending MiFID II (the Markets in Financial Instruments Directive), the industry is now faced with the prospect of GDPR (the General Data Protection Regulation). While on the surface the two measures are contradictory – the first ensures firms have adequate client records in place, while the second monitors the impact of this data on client privacy and security – both centre on the client and aim to bring a cultural shift through which we can meet their changing needs, while protecting them at every turn.
With less than a year to get GPDR-ready, it is surprising that fewer than half (48%) of the firms at last week’s forum said they are prepared for this new regulation. With an estimated 1.5 million people likely to be affected by data breaches before 2020 and almost limitless penalties for businesses that do not comply, the financial and reputational risk GDPR poses to an industry that is focused on renewing consumer trust is immense.
So, why have so many been slow to adapt to this new wave of regulation? From my discussions with businesses, it is clear that much of this is due to the siloed approach that many take when dealing with change and implementing digital strategies, new technologies and processes. Looking back over the on-going stream of regulation over recent years, the businesses that have integrated this changing compliance across the breadth of their organisations, their propositions, staff behaviours and consumer journeys have emerged as the most successful. Regulation cannot be siloed – so we must be fluid and take a consolidated, business-wide approach in adapting and implementing it.
Most firms today have a digital strategy and there has been a clear shift over recent years in the way in which they manage this. Previously the domain of an IT or project team, for many, digital should be part of a company’s DNA and core to the way in which they operate and interact with clients. And with CEOs now accountable for protecting their clients and their businesses from cyber risk, it will remain firmly etched on the boardroom agenda.
Amongst our own clients, it is clear that the businesses that have been quick to consolidate every strand of client-centric and regulatory-driven activity have created an agile environment through which they can adapt to the changing customer expectations and industry requirements. Not only does this approach drive efficiencies, but it empowers these businesses to understand the drivers for client engagement, making for a more commercial, compliant and innovative environment.
Conversely, many of those firms that have been slower to adapt to these multiple changing forces are weighed down by legacy systems and operate with distinct teams with equally distinct responsibilities – be they the client, the employee or the proposition. With the PAM Digital Survey showing that only one in ten (13%) wealth managers have a unified client and employee portal, it is clear that these silos result in businesses often doing the same work twice, in isolation and without consideration of the impact of these drivers on each other.
Yet the way in which technology and humans can interact with each other is fundamental to a business’s sustained success. GDPR aims to embed a secure culture within every business with which a customer interacts – and that goes far beyond technology. With Verizon’s recent Data Breach Investigations Report (DBIR) citing that just ten vulnerabilities were responsible for 85% of actual client security breaches, small steps can make a big difference in protecting the client and changing the culture in which we operate – whether through training, increasing awareness and adjusting hardware permissions. And awareness goes beyond employees. Clients need educating on how to stay safe, and with the new regulations requiring an increase in the client data and a shift in the way in which we manage that data, the two must work hand in hand to be effective. With GDPR due to affect every business globally that holds or uses European personal data, businesses must engage across jurisdictions – making the need for strategic direction to come from the top and filter across multiple layers of a business greater than ever.
Agility comes naturally to smaller, newer entrants, but there is much that larger, more established firms can do to drive change. We see many wealth and investment managers taking a ‘two-speed’ approach to digital, for example, with their IT departments focusing on core, mainstream activity and separate teams focusing on faster, innovative capabilities. The distinction between teams and activities need not be detrimental – as one wealth manager says, this can create a ‘poster child’ for innovation for the business, driving employee engagement at all levels.
As new technologies and digitisation make for a more innovative and interactive way of serving clients, there is no doubt that regulation will continue apace. And as the financial service industry continues to fight for consumer trust, the need to comply and focus on the client has never been greater. Working collectively to integrate change will not only ensure compliance at all levels, but it will drive scale, agility and efficiencies – and engender a culture in which innovation and progression will thrive.
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An accomplished, results-driven sales and marketing professional, Gabriel has held sales and marketing leadership positions in Singapore and China at some of the world’s most successful and respected global technology enterprises.
During more than 20 years spent at IBM, Sun Microsystems and Microsoft, Gabriel developed and implemented sales and channel strategies to support strategic business objectives.
His specialism is growing and extending sales territories to grow revenues and increase market share.
Travis combines 15 years of software delivery, business modelling and leadership experience with a passion for transforming business needs into effective digital solutions. Before joining Wealth Dynamix in March 2018, Travis led Operations for Nikon – a role which incorporated CRM product ownership responsibility and initiated over 10 years of MS Dynamics experience, from 2011 to Dynamics 365.
Since joining the Wealth Dynamix team, Travis has been instrumental in designing and delivering some of our most strategic WDX1 projects. Leading the consulting team for WDX1, he is responsible for their recruitment and development. The team’s complex remit supports a fundamental aim – to ensure Wealth Dynamix delivers the best client experience. Travis is also responsible for ensuring the WDX1 product is designed and evolved in the most adaptable way possible to drive adoption across our client base, existing and future.
An experienced, tenacious marketer, Jo joined the Wealth Dynamix team in 2021 as Head of Marketing and quickly rose to the position of Chief Marketing Officer. A Brand and Marketing specialist with a proven track record in BRB and B2C communications, Jo combines a customer-centred approach with strategic thinking.
Having held senior Marketing positions in numerous FTSE 100 businesses, including Asda Stores Ltd, The Co-operative Retail Group, plus financial services brands MBNA, OneFamily, TransUnion, The Co-operative Group, she possesses a wealth of experience in the fields of finance and technology.
Jo is passionate about activating the Wealth Dynamix brand across every channel, taking a holistic marketing approach to drive consistency, salience and thought-leadership activity.
Agustin joined Wealth Dynamix over six years ago bringing a wealth of experience in change management.
Having experienced first-hand the challenges of managing clients through change, Agu now brings that expertise to Wealth Management firms looking to leverage technology in order to help them connect more effectively with their clients.
Agu has a deep technical knowledge of our solutions that allows him to deliver our products effectively, unlocking the full potential of every feature.
As our Head of Strategic Client Relationships, Agu’s specialist expertise supports firms to become more efficient, transparent and dependable using our CLM solutions.
Juan has over 20 years’ experience developing and implementing CRM solutions and has spent the last 10 focusing primarily on the Client Lifecycle Management (CLM) in the Wealth Management industry.
Currently Head of Development, Juan is responsible on overseeing the technical direction of the product.
Before joining Wealth Dynamix, Juan has worked for Barclays, Fujitsu and Ciber delivering large scale CRM projects in the financial services industry.
Juan has a first degree in Telecommunication Engineering from Universidad Blas Pascal and a MSc in Business Information Technology from London South Bank University.
An internationally experienced change management professional, Ben is responsible for overseeing projects both internally, and for clients.
In a career spanning more than 20 years in global banking, finance and management consulting, Ben has led strategy formulation, project planning, change management adoption, business networking consultation and transformational change projects at Fortis Investments, Barclays Wealth and Investment Management and Verisure Securitas Direct. Since beginning his career at Deloitte, Ben has also amassed a wealth of experience working on complex CRM system implementations, and is a PROSCI-certified Change Practitioner and a Certified Scrum Master (Scrum Alliance).
When David joined Wealth Dynamix in 2015 he brought with him a vast amount of experience delivering large-scale Microsoft Dynamics CRM projects. As a Senior Business Analyst at Royal Bank of Scotland David managed deployments with more than 2000 users, for both Business and Commercial Banking, as well as working on key AML initiatives for RBS International. In his current role at Wealth Dynamix David supports the growth and strategic direction of client implementations in Europe. Wealth Dynamix leverages David’s product expertise to shape the product roadmap and ensure that the firm delivers solutions with the right capabilities, that will be enthusiastically adopted, by all customers.
Prior to his involvement in the wealth management sector, David worked as a waste management contracts manager, working with Multi Services Kent to ensure effective waste clearance and re-use at the 2012 London Olympics.
Since joining Wealth Dynamix in 2019, Cédric has worked closely with clients to ensure that the WDX and CLMi solutions are deployed efficiently and effectively.
In a career spanning more than 25 years, Cédric has become an accomplished business and global project management leader covering both technology and financial markets sectors. Having held various roles in private banking (front, middle and back office) and brokerages, in both functional and technical roles, Cédric has led many projects including client onboarding implementations and KYC reviews, regulatory compliance projects (including PSD2, MIFID2/PRIIPS, GDPR, CRS, Rubik) and digital transformation projects (online and mobile design and implementation).
Cédric has vast experience building and managing international project teams, having created three offshore teams in Tunisia and India, managed a 70-employee company as Deputy CEO and a startup Fintech founded to create smartphone apps.
As Director of Pre-Sales, Johnny is responsible for maintaining the firm’s pre-sales policies, methodologies and resourcing. He is also leads some of WDX’s largest pre-sales analysis exercises, conducted for a wider variety of financial services firms spanning multiple jurisdictions.
Continual engagement with existing and prospective clients helps to inform the WDX1 product strategy, roadmap and pricing.
Johnny has spent his whole career in financial technology in various consultancy and
pre-sales roles. His expertise covers the full stack of systems required by leading Private Banks and Wealth Managers, encompassing core banking solutions, portfolio management solutions, Client Lifecycle Management (CLM) solutions and more.
William’s commercial expertise in connecting technology to solve wealth management business challenges was borne out of his early career as a stockbroker, followed by a variety of Client Relationship Management and Sales roles in asset management and banking.
Having experienced first-hand the challenges of doing the job, William recognises that an unwavering focus on client service is required to build progressive and mutually beneficial partnerships in FOR the longer term. Having gained further experience working for financial technology service providers including Calastone and Contemi, he has the specialist expertise needed to identify how to leverage technology to help wealth managers connect more effectively with their clients, and become more efficient, transparent and dependable.
In addition to his role as Commercial Director at Wealth Dynamix, responsible for new business development in the UK, US and Middle East, William sits on the board of the Securities Investment Management Association (SIMA) where he is actively involved in exploring industry trends and challenges.
An experienced and accomplished specialist in CRM technology and wealth management, Dominic is responsible for defining and leading the product roadmap for Client Lifecycle Management (CLM) solutions at Wealth Dynamix. Experienced in SaaS strategy definition, Dominic formulated the development and launch plan for the firm’s cloud-based CLMi solution.
Prior to joining Wealth Dynamix in 2014, Dominic held senior positions in both RBS and Barclays Wealth and Investment Management, where he was responsible for leading enterprise-scale CRM implementation projects.
With more than 15 years wealth management and WealthTech experience he has vast expertise and insights into best practice CRM and CLM execution.
François joined Wealth Dynamix in 2020 to grow the company’s presence in France and further extend business operations across Europe and has since been designated Chief Revenue Officer, a member of the board.
Having closed several flagship deals for the company across Europe and Switzerland, today his role encompasses responsibility for new and existing revenues, recruiting, structuring and managing the sales team, plus owning the business forecast and reseller channels.
Previously, François served as Chief Sales and Marketing Officer, Executive Committee member and investor at DreamQuark, an Artificial Intelligence software startup. At DreamQuark, he secured the firm’s first recurring revenues with Tier-1 banks and insurance companies, won the Fintech of the Year award and enabled A and B level fundraising. Before that François spent almost 10 years at Nokia Networks, leading European Sales for Analytics Software.
François has an MBA awarded by INSEAD and an engineering degree from the École Centrale de Nantes.
Currently Chief Operating Officer and Board Member at Wealth Dynamix, Natalie is responsible for the strategic direction of operations across the business. A wealth and investment management industry expert, with more than 25 years experience delivering large-scale technology projects, Natalie plays a pivotal role in ensuring the efficient running of the firm and meeting key business goals.
Prior to joining Wealth Dynamix in 2019, Natalie was Head of Technology at Bridgepoint Advisers, a UK-based private equity investment firm. She joined Bridgepoint following an 18-year tenure at Quilter Cheviot, where she was Head of Technology responsible for Operations and execution of the firm’s business plan.
A wealth and investment management industry expert, Brent has more than 25 years of experience in developing front to back software solutions that address sector-specific operational and compliance challenges.
Prior to co-founding Wealth Dynamix in 2012, he was a Director at Third Financial Software, where he drove product development.
Previously, he led business development and product strategy for the wealth management division of Financial Objects.
Brent spent 13 years at DST (now SS&C) until 2007, where he was Associate Director responsible for the global product strategy of institutional front office and wealth management solutions.
He graduated from Downing College, Cambridge, with an honours degree in Geography.
With a lifetime career in wealth management, beginning in front office sales more than 25 years ago, Gary is recognised as a highly successful, award-winning executive and serial entrepreneur.
Currently CEO at Wealth Dynamix, one of Europe’s fastest growing WealthTech firms which he founded in 2012, Gary has pioneered a new approach to Client Lifecycle Management (CLM) and built solutions suited to both enterprise-scale and mid-size financial institutions.
In his early career Gary excelled in a wide variety of FinTech sales management and executive roles in the UK, Switzerland and France.
Following his tenure as Managing Director at Financial Objects, which saw revenues grow by more than 300% on his watch, Gary founded and subsequently exited from Third Financial Software after it became a leading front office technology provider.