How did you get into the payments industry?
I started my career managing payment operations and spent ten years managing large scale operations supporting the treasury management business. This experience enabled my transition to product management at JPMorgan where I spent most of my career managing payments across all market segments domestically and globally. I’ve managed multiple facets of the payments stream as it has evolved from paper to electronic channels and have extensive experience developing and executing payments and business development strategies.
Could you describe your new role within Capital One for our readers?
Reporting to Colleen Taylor, Head of Treasury Management and Enterprise Payments at Capital One Bank, I am responsible for the development of our Commercial and Small Business payment strategies, leading all aspects of the product management and development functions for the Treasury Management product line. Essentially, I am leading the Bank’s efforts to develop new treasury management product delivery channels, with a strong focus on digital innovation and the introduction of industry- and segment-specific solutions that solve clients’ problems and make their jobs easier.
I also oversee Treasury Management’s Revenue and Liquidity Management Group, which operates all aspects of the Commercial Deposit P&L and sets balance and liquidity strategy.
How do you see the payments industry evolving over the next five years?
Disruptive technology will play a pivotal role in the payments space. Over the past 10 years, banks, mobile network operators, payment processors, technology companies and payment networks have embraced new payment channels and will continue to focus on an improved customer experience. The evolution of biometrics, contactless cards, mobile and wearables will continue to lead to an ever-changing payment landscape, and I believe Capital One is uniquely positioned to deliver innovative payment solutions for our clients with optimal customer experience. Our culture embraces, encourages and rewards innovative thinking and takes a client-centric view to solving problems and creating an improved client experience.
What are your thoughts on potential of new payment technologies such as mobile payments, biometrics, tokens, and Bitcoin?
Our customers want clarity, simplicity and ubiquity for all of their payments experiences, not just in their personal lives. We want a positive and seamless experience for our clients to interact with Capital One, their customers, suppliers, trading partners, etc., and have options when, how and where they initiate payments. These technologies, as well as others that will emerge, have to create efficiency but more importantly generate a measurably enhanced customer experience marked by speed and convenience.
Do you envision Capital One playing a bigger role in helping commercial and small businesses establish and maintain a trusted digital identity?
Because identity theft is widespread, digital identity authentication and validation measures are critical to ensuring internet and network infrastructure security. Capital One is committed to providing the appropriate safeguards and privacy and security programs to ensure the transaction being undertaken is carried out by the person authorized or registered to do so. Our goal is to provide solutions for our clients that help make their business lives easier. We work with our clients regularly to truly understand their business challenges and make them aware of the solutions available to them. In my new role, I’ll be driving our product and technology teams to develop and bring to market innovative solutions to further improve the protection of our clients’ business information.
Do you believe that helping commercial and small businesses establish and maintain a trusted digital identity is an important role for a bank to play?
Yes. The financial services industry is facing growing losses from increasingly sophisticated, global fraud schemes. As disruptive technologies mature and new ones emerge, banks have a unique opportunity to play in helping companies understand that business continuity planning and ongoing defense against cyber threats really isn’t an option — it’s a requirement of doing business. This is a particular area of focus for Capital One because we want our customers to feel confident they can transact business with Capital One in a safe, secure environment
