FST Media: From an IT perspective, what do you see as the next big thing in retail banking in Asia?


Eltridge: A true multi-channel capability. What do I mean by that? Well, we are offering a wide array of services over a more complex and powerful line-up of channels. Apart from branches, mobile relationship bankers, ATMs, call-centres, IVRs, POS terminals, internet banking, chat, video-chat, phone and SMS, we now also have an explosion of smart-phone technologies which is really exciting for our customers.


However, the challenge and opportunity for us is to manage these channels as an integrated platform, so that we always have a complete view of our customers’ interactions with us. We need to be able to flow a sales or service interaction from one channel to another seamlessly, not lose any information already provided, and empower our staff to always know what is going on for the customer. This is a terrific challenge for our architects, but the benefits to the customers’ experiences are huge.


FST Media: Which countries Asia do you think are taking the lead in implementing business-enabled technology; and what are the more interesting trends you’re keeping an eye on right now?
 
Eltridge: It would be unfair to single out any one country, as the whole region is a big focus of both local and international banks. One area that does stand out is the trade corridors of Greater China, South East Asia and India, and this is driving increased investment in cross-border banking services.


One of the most competitive tensions will be between the large local banks and the international banks as both have different natural strengths in each country. This will drive everyone to optimise their distribution capability – we all need to get our staff-assisted and remote channels working better together.


FST Media: What new retail banking IT initiatives will Standard Charterted be rolling out in the next 12 to 18 months; and how do you see these applications influencing customer experience moving forward?


Eltridge: One of the best things about Standard Chartered is the constant flow of innovative ideas from our highly diverse markets. While it is unfair to single one out, a good example is our new Breeze iPhone application, which is live in Singapore now, and will be rolled out in many other markets. Breeze is an interactive banking experience that speaks to customers in a simple, easy to understand language. It really breaks new ground in ease of use for our customers. We will, of course, be extending its capability and also bringing more banking services to these platforms, for a variety of segments in both our consumer and wholesale businesses.


FST Media: What are the three most pressing IT needs facing the retail banking sector right now?


Eltridge: There are many, but from our organisation’s perspective, some of the most important are integration and simplification in the face of increasing channel capability, and knowing your customer across all of these channel interactions.


FST Media: What are the key challenges that you face in your role of managing consumer banking IT in Standard Charterted?


Eltridge: We have a very broad business network, and we need to move rapidly in every market to increase local and cross-border capability – this need for speed must be balanced against the need for integrating all of the capabilities and building a long-term sustainable architecture – this is something that is incredibly important at Standard Chartered.


We are pushing hard to further standardise and simplify our systems globally. This will position us to deliver new capabilities faster, and to more markets simultaneously.


Overall, the most important challenge, given that there is so much that we could be doing, is to ensure that everything we do is for the benefit of the customer, and is aligned to our strategy.



FST Media: Do you use much technology in your downtime or do you prefer more low-tech pursuits?


Eltridge: I try for a balance. I’m on my mountain bike in the Singapore jungle with friends most weekends, but I have an iPhone app that tracks my ride via GPS and posts it to Facebook – so I definitely have a foot in both camps. My iPad is on its way from Apple. But I am also aiming to spend more time on photography in the coming year, and Pilates.


FST Media: What keeps you passionate about your job – is it the technology or the financial services sector?


Eltridge: It’s the intersection of technology and the business, and the complexity and opportunity that results from that. I had a technical start in IT with a strong Computer Science degree, but from a very early stage I was drawn to strategy and commercial issues, and to team building. I really love problem solving, and taking something apart, and putting it back together better than it was before, whether that be a team of people, a business model, or an IT architecture.


The other source of inspiration is the values of the company I work for. Standard Chartered is very serious about ensuring that we are “Here for Good”, and that resonates strongly with me.


FST Media: Every IT leader, particularly at your level, has a legacy they wish to be remembered for. What is yours?


Eltridge: Firstly, it’s about laying the groundwork and architecture that delivers a simpler and more capable way for our customers to interact with us, and the business success that will come from that.


Secondly – and I’ve said this to every new team I’ve worked with for the last 10 years – my objective is for them, in years to come, to be able to look back on what we are doing here, and be personally and professionally proud of what they achieved, and to have enjoyed themselves in the process.