Next up in our “Meet the Team” series is Peter Johnston, executive vice president of Operations. He shared his priorities and discussed how to improve the client experience. An excerpt of our conversation is below.
What are your top priorities and how will you address them?
Business process and system resiliency. We need to make sure that in the event there is a systems outage or any type of outage, that our services are able to be up and running for our customers and for the marketplace. The second priority is around automation. We’re going to make a lot of investment in that and that’s going to lead us to higher rates of straight through processing than we have historically had. The level of automation, the type of automation that we’re doing, we’re utilizing robotics, we’re utilizing machine learning, that I think is going to become more and more prevalent over the next 3-5 years.
We need to be far more scalable than we are today and so we’re working closely with our technology partners to be able to deliver, a more highly automated process, across the different services that we offer. And the third area that we are looking to focus on is around talent. People are our most important asset and we need to make sure that given all the challenges that the organization is facing today, we need to make sure that we can bring people in who are able to bridge from where we are today to being more data management, risk management and client serviced focused people.