Money20/20 Europe Exclusive Video: Julien Dumery, Concentrix

Concentrix is a global technology and services provider powering over 200 brands globally and supporting its clients from across multiple verticals, with 440,000 employees driving the company’s high valuation proposition. 

We speak to Julien Dumery, Senior Director of Global Growth, FinCrime and Compliance Sales at the company, who says the key to Concentrix’s success today is maintaining its high-value proposition.

“We design great customer experiences, build technology and scale. Then we run the operation that we build for our clients,” he says.

Supporting BFSIs

“Looking at the banking, financial services and insurance (BFSI) world, we have worked with the industry for many years – supporting banks, fintechs, marketplaces and platforms, all the firms in a highly regulated landscape,” Julien says.

“We help them meet compliance needs through financial crime solutions and compliance, and we support them in customer acquisition and providing great CX.

“What we can bring to the table is the technology and people expertise, all powered by AI capabilities that help BFSI organisations optimise their processes.”

Indeed, BFSI covers an extremely wide-ranging industry, with needs varying on an individual business level. 

For Concentrix, it’s about helping these firms solve these individual challenges. And, in his role supporting a wide range of BFSI firms, Julien has pinpointed two key issues these organisations face. 

Updating legacy infrastructure 

“The first is innovation, and for legacy banks, it’s about updating architecture while remaining fully operational and keeping existing functions in place,” notes Julien.

The question Concentrix helps solve is: How can banks do both effectively? 

“Banks must ask the key questions when it comes to new tech, such as where can they plug new capabilities, why should they be compelled to onboard new tech, how will it impact legacy systems and should new systems be kept apart from legacy systems or should they be together? 

“There is much complexity for banks here, and we can help them solve these problems.”

Overcoming regulations

The second hurdle Julien and Concentrix support banks in overcoming is ever-evolving regulations.

Julien says: “Firms in this space have the regulator on their back for everything they’re doing. So while many organisations can bring in automation, at the end of the day they must still complete manual tasks, screenings, investigations and document handling to remain compliant. 

“When it comes to fintechs, the major challenge is how regulation affects their ability to scale. It’s about finding ways to offer the customer experience they want – relying on technology, while simultaneously ticking regulatory boxes to ensure they can operate. 

“This is how Concentrix supports these different BFSI organisations, and just as operational challenges evolve, we can be there to help support our clients in this space.”

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