In the latest installment of our “Meet the Team” series, we talked with Jon Theuerkauf, managing director and Group Head of Performance Excellence for Client Service Delivery. He shared key learnings from BNY Mellon’s experience leveraging robotics, as well as his outlook for the client service experience and how staffing needs will change in the future. An excerpt of our conversation is below.
What is a key learning from BNY Mellon’s experience at leveraging robotics?
What we have found over this last year with the introduction of robotics into BNY Mellon- that it’s an education process. It’s a staff augmentation. It’s helping people understand that you know the introduction of RPA or robotics process automation is there to actually take away the work that they’ve been doing that they themselves know is something that is pretty rote, pretty mundane types of tasks, data entry types of scenarios once they understand that that interaction is something that we can do with software- which is all RPA is anyway, it really then helps free them up to think about what else they can be doing- the value add type of work.