Developing infrastructure, technology, processes and people

Developing infrastructure, technology, processes and people

By Becky Clements, Head of Industry Engagement and Payment Change, Metro Bank.

Becky, can you please tell the Risk Insights readers a little bit about yourself, your experiences and what your current professional focus is?

I have worked in payments since I left school. My current focus and my focus for the past few years is working to improve the customer payment experience. At Metro Bank the customer is at the centre of everything we do. Being part of the Payment System Regulators (PSR) Strategy forum has given me a real opportunity to address customer determents and help provide a level playing field for payment service providers in order to give customers real choice.

At the Technology & Innovation Risk Summit, you are taking part in a panel discussion to discuss ‘Developing infrastructure, technology, process and people to enhance innovation and ensure adaptability’. What do you think will be the key talking points amongst panelists and why?

I think a hot topic will be the New Payments Architecture (NPA) The UK has a real opportunity with the NPA – which supports initiatives like ‘request to pay’ in the commercial space – to lead innovation and make the UK’s payment experience world class.

What is one of the biggest challenges you have faced when implementing new technology into your organisation? How did you overcome this challenge?

At Metro Bank we are fortunate to not be hampered by legacy systems, like incumbent banks. We also have a very agile change governance framework, which allows for flexibility while retaining resilience. For us, new technology is not a challenge, but more of an opportunity.

 What complications do you expect to arise when moving from legacy systems to ISO 20022?

At Metro Bank we have future proofed our infrastructure and today already use the ISO 20022, For some of the incumbent banks this is going to be a journey with multiple system and channels, which is likely to be very costly. However, using ISO 20022 and having a standard that encourages interoperability globally is certainly the right thing to do.

How do you see the technology risk landscape evolving over the next 6-12 months?

The technology risk landscape is going to be very busy over the next 12 months. UK Finance and the PSR are leading a lot of work in the financial crime space, which will see new technology and services evolve to help protect customers further. This needs to be rolled out alongside more customer focused education, to provide consumers and businesses with tips and advice on how to protect themselves from financial crime, particularly given the ever more sophisticated tactics that fraudsters are employing.


The Center for Financial Professionals will be hosting our highly anticipated Technology & Innovation Risk Summit 2018. Which will be taking place on the 25-26 of September in London. The Summit will offer an exclusive platform for the industries finest to discuss, debate and connect over the latest advancements.