{"id":39284,"date":"2022-11-08T11:10:07","date_gmt":"2022-11-08T11:10:07","guid":{"rendered":"https:\/\/www.elixirr.com\/?p=39284"},"modified":"2025-10-30T15:11:29","modified_gmt":"2025-10-30T15:11:29","slug":"heres-why-the-banker-should-be-kept-in-banking","status":"publish","type":"post","link":"https:\/\/www.elixirr.com\/en-gb\/heres-why-the-banker-should-be-kept-in-banking\/","title":{"rendered":"Here’s why the banker should be kept in banking"},"content":{"rendered":"\n

If you keep up with the latest in the financial services industry, it’s fair to believe that the future of commercial banking is digital-only<\/strong>. The terms are all around us… ‘Banking-as-a-Service, ‘AI & Machine Learning, ‘Digital-first banks’. Customers only want to self-serve, technology can automate and do everything better and the future of the banker as the centre of the client relationship is coming to a close. But is that really the case?<\/p>\n\n\n\n

The reality<\/strong><\/h2>\n\n\n\n

It goes without saying that the direction of banking is digital \u2013 and this change is happening quickly. In 2021, Citi Group reported that commercial digital account openings increased by 80%<\/a>, seeing a further 150% increase in instant payment volumes. However, in times of uncertainty, much like the COVID-19 pandemic, recent market instability, and when making critical business decisions, people are reassured by a human connection. Relationship managers (RMs) play a critical role in creating psychological safety, driving client engagement, and ultimately growth for commercial banks. Whilst technology is an enabler to these activities, it fails to replace the centricity of client relationships fostered by the human. <\/p>\n\n\n\n

Keeping the banker in banking<\/strong><\/h2>\n\n\n\n

Over the past 10 years, large banks have focused their investment on delivering change to core business services to stay competitive with digital-only entrants. From mobile business banking apps to digital client onboarding in minutes not days, technology and digital innovation has been at the centre of all <\/em>material investment. Meanwhile, RMs continue to be reliant on Excel and Google and are hindered by an unconnected web of systems that they need to do their jobs. This begs the question: what opportunities can be created by maximising value through the RMs?<\/p>\n\n\n\n

The harsh truth of being a relationship manager in commercial banking<\/strong><\/h2>\n\n\n\n
    \n
  1. At times of uncertainty, customers need a strategic advisor. RMs currently don\u2019t have the time, capacity, or timely data-led customer insights at their fingertips to play that role.<\/li>\n\n\n\n
  2. Day-to-day performance management focuses on activity metrics (e.g. number of prospects called), not outcomes. Scorecards are overly complex and\/or drive the wrong corporate behaviours. <\/li>\n\n\n\n
  3. RMs are frustrated with frontline tooling (e.g. CRM systems, Client Planning tools and AML work-flows). As well as creating inefficiencies, this can lead to management not trusting the performance data they receive and struggling to get the insights needed to run their business.<\/li>\n\n\n\n
  4. Innovation is inevitable. In the case of relationship managers & management, innovation is happening\u00a0at\u00a0them, not\u00a0with\u00a0them.<\/li>\n<\/ol>\n\n\n\n

    Seize the opportunity <\/strong><\/h2>\n\n\n\n

    Commercial banks find themselves in the exciting intersection between challenge and opportunity. One they can seize by empowering and enabling their RM to do what they do best \u2013 foster strong customer relationships and drive growth. Commercial banks need to keep the banker in banking to remain competitive \u2013 but how? <\/p>\n\n\n\n

    Management, listen up<\/strong><\/h2>\n\n\n\n

    Here are some key considerations to keep in mind to further tap into this value of your relationship managers.<\/p>\n\n\n\n

    Are you providing a self-checkout experience to those who would pay for a personal shopper? <\/strong><\/p>\n\n\n\n

      \n
    • How are you identifying, segmenting and implementing a customer needs-based coverage strategy (digital-only versus relationship managed)? <\/li>\n\n\n\n
    • Do you have the customer research and insights to correctly target and optimise your coverage model? What can be learnt from other industries? <\/li>\n\n\n\n
    • Are your frontline teams correctly set up to meet the needs of the client, or are you losing out due to lack of relevant sectorial and industry knowledge?<\/li>\n<\/ul>\n\n\n\n

      Are you tracking regular attendance in the office or at the latest corporate-values workshop, and losing focus on quality pipeline & revenue management? <\/strong><\/p>\n\n\n\n

        \n
      • What KPIs are you currently using to assess the performance of your RMs? What impact do those KPIs have on the culture and behaviours of the community? <\/li>\n\n\n\n
      • Have you created a people development agenda that will maximise the value of RMs and ensure top talent is retained?<\/li>\n\n\n\n
      • Are you clear on what extent of an RMs day-to-day activities are spent on value-add activities, rather than administrative tasks?<\/li>\n<\/ul>\n\n\n\n

        Are your RMs trying to win a Formula 1 race with the family Skoda? <\/strong><\/p>\n\n\n\n

          \n
        • Are you doing enough to equip RMs with timely data-led insights and knowledge to maximise the value created by each client?<\/li>\n\n\n\n
        • Are you providing RMs with the technology needed to automate manual and non-value add activities, provide better servicing & allow them to focus on client relationships?<\/li>\n\n\n\n
        • Is there clear responsibility to ensure that frontline tooling and insights meets the needs of customers and RMs, and deliver a simple and connected ecosystem?<\/li>\n<\/ul>\n\n\n\n

          Act now<\/strong><\/h2>\n\n\n\n

          In a world of uncertain economic conditions, continuous emergence of new technology and ever-increasing customer expectations, commercial banks need to differentiate themselves and deliver growth. How? By investing in a future-proof frontline that will attract and retain their clients. <\/p>\n\n\n\n

          Our team are experts in the interaction point between evolving customer expectations, industry leading innovation and UX, customer segmentation models and <\/em>leveraging data, analytics and insights to help deliver growth in banking. We see the emergence of a hybrid model for the RM experience between human and digital assistance, which seamlessly integrates with customer channels. So, ask yourself: if you are not going digital-only, and are keeping the banker in banking, are you making the most of your RMs? <\/p>\n\n\n\n

          Let\u2019s work together so you can stay ahead of the game. Act now and connect with us today.\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"

          If you keep up with the latest in the financial services industry, it’s fair to believe that the future of commercial banking is digital-only. The terms are all around us……<\/p>\n","protected":false},"author":1,"featured_media":39293,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[116],"tags":[95,140,129,176,177],"related_service":[54],"related_industry":[42],"class_list":["post-39284","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-banking","tag-customer-experience","tag-financial-services","tag-retail-corporate-banking","tag-wholesale-banking"],"acf":[],"yoast_head":"\nHere's why the banker should be kept in banking - Elixirr<\/title>\n<meta name=\"description\" content=\"A quick Google search will tell you that the future of banking is digital. 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https:\/\/www.elixirr.com\/en-gb\/wp-content\/uploads\/2022\/11\/Keeping-the-banker-in-banking-1378x827.jpg 1378w, https:\/\/www.elixirr.com\/en-gb\/wp-content\/uploads\/2022\/11\/Keeping-the-banker-in-banking-1640x984.jpg 1640w\" sizes=\"(max-width: 2400px) 100vw, 2400px\" \/> <div class=\"wp-component-card__preview-icon\">\n <span class='edwp-svg '><svg width=\"47\" height=\"47\" viewBox=\"0 0 47 47\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g>\n<path d=\"M23.4141 0.539062C36.1232 0.539183 46.4258 10.8416 46.4258 23.5508C46.4257 36.2599 36.1231 46.5624 23.4141 46.5625C10.7049 46.5625 0.402465 36.2599 0.402344 23.5508C0.402344 10.8415 10.7048 0.539062 23.4141 0.539062ZM23.4141 1.68945C11.3606 1.68945 1.55273 11.4974 1.55273 23.5508C1.55286 35.6041 11.3607 45.4111 23.4141 45.4111C35.4673 45.411 45.2743 35.604 45.2744 23.5508C45.2744 11.4974 35.4674 1.68957 23.4141 1.68945Z\" fill=\"currentColor\"\/>\n<path d=\"M19.2841 33.6992C18.9579 33.6986 18.6374 33.6111 18.3543 33.4454C17.7167 33.0759 17.3203 32.3585 17.3203 31.5797V15.8189C17.3203 15.0379 17.7167 14.3227 18.3543 13.9531C18.6442 13.7827 18.9735 13.6951 19.3078 13.6994C19.6421 13.7037 19.9692 13.7998 20.2548 13.9776L33.4237 22.0406C33.6981 22.2166 33.9244 22.461 34.0812 22.751C34.238 23.0409 34.3203 23.3668 34.3203 23.6982C34.3203 24.0295 34.238 24.3555 34.0812 24.6454C33.9244 24.9353 33.6981 25.1798 33.4237 25.3558L20.2527 33.421C19.9604 33.6017 19.6256 33.6979 19.2841 33.6992Z\" fill=\"currentColor\"\/>\n<\/g>\n<\/svg>\n<\/span> <\/div>\n <\/figure>\n <div class=\"wp-component-card__content edwp-row-load\">\n <p class=\"wp-component-card__eyebrow\">\n Articles <\/p>\n <a href='https:\/\/www.elixirr.com\/en-gb\/heres-why-the-banker-should-be-kept-in-banking\/' class='wp-component-card__title'>\n <h2>\n Here’s why the banker should be kept in banking\n <\/h2>\n <\/a> <div class=\"wp-component-card__description\">\n If you keep up with the latest in the financial services industry, it’s fair to believe that the future of commercial banking is digital-only. The terms are all around us…… <\/div>\n <div class=\"wp-component-card__meta\">\n <p class=\"wp-component-card__date\">\n 08 November 2022 <\/p>\n <div class=\"wp-component-card__terms\">\n <div class=\"wp-component-tags edwp-component\">\n <div class=\"wp-component-tags__tag\">\n Financial Services <\/div>\n <div class=\"wp-component-tags__tag\">\n Customer Experience <\/div>\n <\/div>\n <\/div>\n <\/div>\n <div class=\"wp-component-card__button-wrapper\">\n <button class=\"btn btn--link arrow wp-component-card__button\">\n Read more <span class='edwp-svg '><svg width=\"20\" height=\"20\" viewBox=\"0 0 20 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Lg\">\n<path id=\"Vector\" d=\"M1.12509 9.50162H15.8648L9.43259 3.06941C9.374 3.0113 9.3275 2.94216 9.29576 2.86599C9.26403 2.78981 9.24769 2.70811 9.24769 2.62559C9.24769 2.54307 9.26403 2.46137 9.29576 2.38519C9.3275 2.30902 9.374 2.23988 9.43259 2.18177C9.54971 2.06535 9.70814 2 9.87328 2C10.0384 2 10.1969 2.06535 10.314 2.18177L17.8151 9.6829C17.8737 9.74101 17.9202 9.81014 17.9519 9.88632C17.9837 9.96249 18 10.0442 18 10.1267C18 10.2092 17.9837 10.2909 17.9519 10.3671C17.9202 10.4433 17.8737 10.5124 17.8151 10.5705L10.314 18.0717C10.1975 18.1871 10.0404 18.2522 9.87641 18.2529C9.79414 18.2534 9.71259 18.2376 9.63643 18.2065C9.56027 18.1754 9.491 18.1296 9.43259 18.0717C9.374 18.0135 9.3275 17.9444 9.29576 17.8682C9.26403 17.7921 9.24769 17.7104 9.24769 17.6278C9.24769 17.5453 9.26403 17.4636 9.29576 17.3874C9.3275 17.3113 9.374 17.2421 9.43259 17.184L15.8711 10.7518H1.12509C0.959309 10.7518 0.800312 10.686 0.683084 10.5687C0.565857 10.4515 0.5 10.2925 0.5 10.1267C0.5 9.96093 0.565857 9.80193 0.683084 9.68471C0.800312 9.56748 0.959309 9.50162 1.12509 9.50162Z\" fill=\"#1D0F25\"\/>\n<\/g>\n<\/svg>\n<\/span> <\/button>\n <\/div>\n <\/div>\n<\/article>\n","_links":{"self":[{"href":"https:\/\/www.elixirr.com\/en-gb\/wp-json\/wp\/v2\/posts\/39284","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.elixirr.com\/en-gb\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.elixirr.com\/en-gb\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.elixirr.com\/en-gb\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.elixirr.com\/en-gb\/wp-json\/wp\/v2\/comments?post=39284"}],"version-history":[{"count":1,"href":"https:\/\/www.elixirr.com\/en-gb\/wp-json\/wp\/v2\/posts\/39284\/revisions"}],"predecessor-version":[{"id":56895,"href":"https:\/\/www.elixirr.com\/en-gb\/wp-json\/wp\/v2\/posts\/39284\/revisions\/56895"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.elixirr.com\/en-gb\/wp-json\/wp\/v2\/media\/39293"}],"wp:attachment":[{"href":"https:\/\/www.elixirr.com\/en-gb\/wp-json\/wp\/v2\/media?parent=39284"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.elixirr.com\/en-gb\/wp-json\/wp\/v2\/categories?post=39284"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.elixirr.com\/en-gb\/wp-json\/wp\/v2\/tags?post=39284"},{"taxonomy":"related_service","embeddable":true,"href":"https:\/\/www.elixirr.com\/en-gb\/wp-json\/wp\/v2\/related_service?post=39284"},{"taxonomy":"related_industry","embeddable":true,"href":"https:\/\/www.elixirr.com\/en-gb\/wp-json\/wp\/v2\/related_industry?post=39284"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}