The Chairman of Capital One explains why reimagining the customer relationship as an investment in their future is critical and how success in the banking sector now depends on financial inclusion.
How did your career lead you to lead Capital One Canada and what values drive you as a leader?
My journey here has been long and satisfying. I joined Capital One 15 years ago, right after graduating from Queen’s University. Before being named president earlier this year, I led the Customer Acquisition and Customer Management groups, and had the opportunity to support many areas of the business, from credit and brand marketing to operations and customer engagement. As president, I am responsible for the overall strategic direction and operations of the Canadian business; our goal is to help clients succeed with credit, and our products and services are designed with that in mind.
I firmly believe that everyone brings unique strengths to the table and by making room for everyone to be heard, you are maximizing your team to its full potential. As a leader, I recognize my privilege and believe that it is my responsibility to create equal opportunities for different perspectives to be heard; not to demand perfection but to support progress. When faced with challenging problems, I invite a broad group of people to share their views to build consensus on key decisions. Your input provides me with better information and gives all of us the opportunity to expand our thinking by learning from others.
What role can Canadian financial institutions play in fostering a more inclusive society during a period of immense social change?
The past 18 months have witnessed unprecedented upheaval in almost every facet of society. We face incredibly challenging times, but emerging social problems are not new. Whether in relation to racial justice or public health, these issues have come to the fore. As a society, we have never been more aware of the experiences of marginalized groups and we can no longer operate as if everyone is treated the same or has the same challenges.
As a financial institution, we have an incredible opportunity to make a difference in people’s lives. We are here to help and strengthen the trust of our clients, regardless of where they are in their financial journey, and we must reinvent relationships with our clients as an investment in their future. If we can empower people to know that they are not alone and that there are resources and people who can help them overcome their difficult circumstances, we can slowly build a more inclusive and equitable society for all.
At Capital One, diversity, inclusion and belonging are the cornerstones of our culture. Whether it’s through our business resource groups, training and development, or day-to-day work, everyone has the opportunity to participate and make a difference for our associates, customers, and the community. We also actively support educational technology initiatives through our partnerships with organizations such as The Learning Partnership, a Canadian charity focused on developing and implementing innovative education for early childhood learners. Our partnership last year enabled the Coding Quest program, which is the largest classroom-based coding program available to publicly funded schools across the country, aimed at enriching STEM learning and preparing the workforce of the future.
What role can technology play in promoting financial inclusion?
The digital revolution has changed the way we communicate, connect with people, shop, travel, manage our health and our money. When we envision the future of banking, we don’t start with how banking works or what other banks are doing. We observe how technology is changing our lives. By leveraging real-time data and cutting-edge technology, we aim to provide clients with new experiences that enable them to make better financial decisions, which also helps promote financial inclusion. We know that a one-size-fits-all approach is not the future of finance.
That’s one of the reasons we created Quick Check, an online tool that lets Canadians know which Capital One credit card they can be approved for without affecting their credit score. Quick Check has been used over a million times in Canada, which we believe points to a great need for people to regain some control in their financial lives.
What financial anxieties do you think Canadians experience today, and how is Capital One helping customers and employees overcome them?
We know that financial anxieties are at an all-time high. We also understand that not everyone faces the same challenges: people’s needs are different and their circumstances change suddenly. One thing we’ve heard over and over again is that unprecedented uncertainty has been a major source of stress in people’s lives – uncertainty about lockdowns, job security, and finances. And stress can have a profound impact on our sense of control and decision making. At Capital One, we have focused on empowering Canadians to develop healthier financial habits; Our goal is to increase the financial awareness of our clients, so that they can make better decisions with their money and, in general, have more control of their lives.
As leaders, this time also requires courage: we must rewrite the social contract with our workforce, keeping in mind that our employees have been through a lot in the last 18 months. Many continue to deal with challenging mental and physical health issues, as well as care needs. As a leader, I appreciate the expressions of vulnerability from both our employees and our customers. We are in this together and we will get to know you no matter where you are in your life and financial journey, and we will help you succeed.
For more information on Capital One’s products and services, visit their Life and Credit page at creditblog.capitalone.ca
Reference-www.canadianbusiness.com