Evolving financial services IN ASSOCIATION WITH
Rogers Capital
DIGITAL REPORT 2020
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Rogers Capital: evolving financial services WRITTEN BY
DANIEL BRIGHTMORE PRODUCED BY
JUSTIN BRAND
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R O G E R S C A P I TA L
Rogers Capital leverages in-house synergies to drive a digital transformation strategy based on employee and customer experience and operational excellence
“
I
have always been driven by curiosity,” reveals Evyn Valayten, Head of Digital Transformation at Rogers Capital. “We
are looking for new ways of working and finding solutions to the problems our teams face.” Valayten is part of the DNA of Rogers Capital; 04
in his 17th year with the company, he has been tasked with driving a four-year strategic transformation plan for digital and culture change. This strategic plan is based on three key pillars: Employee Experience, Customer Experience and Operational Excellence.
A DIGITAL TRANSFORMATION JOURNEY “We are in the first year of a four-year journey that starts with our employees,” explains Valayten. “We have begun with the release of our employee portal; because we know if our staff have a positive experience, this will reflect well with our customers. We did several workshops with higher management and operations chiefs and chose to focus on our internal teams to start this journey. On the first release of this portal, we
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R O G E R S C A P I TA L
“ I have always been driven by curiosity; we are looking for new ways of working and finding solutions to the problems our teams face” 06
— Evyn Valayten, Head of Digital Transformation, Rogers Capital
have delivered a self-service solution to make the headshot process paperless. “It is important that we correctly define digital transformation,” reasons Valayten. “Simply put, it is the ability to understand how technology can deliver value to customers. It is not purely about the tools themselves, but how to leverage the capabilities of these tools to take advantage of new opportunities.” Valayten stresses the importance of asking probing questions at Rogers Capital to define what its digital transformation journey needs to achieve. He believes it is important to know yourself and who you want to be, understand your resources in terms of budget and skill sets, assess competition and their proposition as well as never losing sight of the end customer and how best to reach and service them. That journey is made easier by synergies across the business which give Valayten’s team in-house support, more specifically, support from RCTS. “We have a technical team of 125 FTEs, able to design, implement and secure everything from laptops to high-end servers.”
Digital Transformation CLICK TO WATCH
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BUILDING INTELLIGENT SOLUTIONS
choosing the experience first, and
Tackling legacy systems and pro-
then the technology to meet that
cesses in a push to go paperless
need. “We have been workshop-
is a vital part of Valayten’s team’s
ping around our staff experience,”
culture change mission. “We are
he confirms. “Around 75% of our
investing in Intelligent Business
team working has been a backward
Process Management (iBPM) to
strategy – looking at the situation
move towards phasing out printing
and how we can make it better, then
and manual signing. We are testing
choosing the technology that would
Robotic Process Automation (RPA)to
enhance the process. We can see
give time back to our employees by
the culture change already as our
relieving them of repetitive tasks.”
people are coming up with new ideas
Valayten believes the key to a
and participating in the ecosys-
successful digital transformation
tem we are building with a cycle of
journey is working backwards by
innovation.” w w w.ro ge rsc a p it a l. m u
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explains Valayten. “This gives us real-
Over the past two years, Rogers
time access to data anywhere while
Capital has been working with the
keeping cybersecurity paramount.”
app’s developer, Tagit, to support
In the push to go paperless,
its financial services division. The
Rogers Capital needed a user-
Singaporean company is behind
friendly solution. Multiple solutions
the award-winning Mobeix digital
were considered but Valayten
engagement platform that enables
explains that the document manage-
banks and government entities to
ment system from M-Files has been
create and enhance their digital capa-
a sterling addition. Over the past
bilities. “Internally, an iBPM solution
decade, M-files has been used for
was implemented for Rogers Capital
migrating data from file servers with
to build solutions around web apps
reliability and speed to provide docu-
to the mobile app in iOS or Android,”
ment-scanning services for clients.
Evyn Valayten
E XE CU T I VE PRO FI LE
Evyn Valayten is Rogers Capital’s innovation leader. He joined the company in 2003 and has spearheaded the development of new technology solutions since 2015. “A truly digital company works as a network of connected dots rather than in a hierarchical structure,” says Valayten, who urges that digital companies need to move, adapt and fail fast. As head of Digital Transformation at Rogers Capital, his focus is on breaking the silos, increasing crossfunctional collaboration and removing extra management layers. “The fewer the layers, the faster decisions will be made,” he says. “All these equal, a new corporate mindset can be developed for success.” w w w.ro ge rsc a p it a l. m u
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“ We can see the culture change already as our people are coming up with new ideas and participating in the ecosystem we are building” — Evyn Valayten, Head of Digital Transformation, Rogers Capital
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R O G E R S C A P I TA L
DI D YO U KN OW?
Trusted Services from Rogers Capital Corporate • Company Formation, Ongoing Services • Trust Administration • Fund & Accounting Services, Investor Services • Tax Advisory & Compliance • Outsourcing Services (Accounting, Payroll & Net Asset Value Calculation) • Advisory Services 12
Technology • Digital & Data Service • Managed Connectivity • Endpoint Services • Data Centre • Information Security Advisory Financial • Consumer Finance: Personal & Business – Hire, Credit & Leasing
RISING TO THE CHALLENGE “We are hoping to expand the team of developers working with us,” says Valayten. “However, it has proved difficult finding developers with the right technical skills to be the architects here in our sector. One of my main worries for the coming years will be the need to outsource to achieve the required competencies as we add new solutions to our growing list of services. Developing these new modules is key to how we deliver to 13
our clients.” Managing expectation with change is a balancing act for Valayten. “These days, everybody wants everything quickly,” he says. “Our teams are keen to get new functionalities and the appetite for change is growing. However, we must work at a steady pace within the framework of testing to ensure the security of new solutions.”
REACTING TO THE TRENDS “The trend today in many companies is firstly implementing digital tools and then forcing outdated policies and procedures over them,” says w w w.ro ge rsc a p it a l. m u
R O G E R S C A P I TA L
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“ Our teams are keen to get new functionalities and the appetite for change is growing” — Evyn Valayten, Head of Digital Transformation, Rogers Capital
Valayten. “We often hear of success stories of Airbnb and Uber and it is crucial to recognise that one important and common feature with these enterprises is that they were born digital. If your company already has a strong culture and has been successful before the digital age, it will most likely be difficult for you to be the next Airbnb, or to even learn from their experience. We need to learn from those non-digital native
2016
Year founded
5,600 Number of employees
15
companies, learn from their suc-
same kind of experience, and we are
cesses and failures as they had to go
supporting that with our employee
through the challenge of unlearning
and customer portals to reflect that
non-digital ways of working.”
desire internally and externally with
Access to information 24/7 has
new ways of working.”
become the norm today, Evyn notes. “You want to buy something? You just go on Alibaba’s website and within minutes you are done making your purchase and waiting for the delivery. I see that desire in our businesses. Our customers are looking for the w w w.ro ge rsc a p it a l. m u
ROGERS CAPITAL ROGERS HOUSE 5 PRESIDENT JOHN KENNEDY STREET PORT-LOUIS MAURITIUS T +230 203 1100
www.rogerscapital.mu
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