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323 third party systems and partners , especially when it comes to customer service and innovation . The most innovative banking ideas normally surface from within the organisation and that ’ s where you get flexibility and rapidity rather than going fully outsourced . For this , one requires a capable , agile team ; flexible technology platform ; and reliable partners ,” he adds .
It ’ s therefore a careful balancing act between those who work within the bank and understand what it needs and what the customer expects , and those system integrators with the expertise and technology that are so vital to development . SBM is therefore working to rebuild some internal capacity for strategic innovation , and looking at how to utilise the best technology that will truly add value to its operations . “ For example , the implementation of robotic process automation ( RPA ) in some of our key processes has yielded good results – this was done with a third-party provider in collaboration with our team .”
This kind of collaboration is vital in building the partnerships that make SBM work . “ If you don ’ t have a good
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