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Trends in Financial Services Customer360, KYC, AML

  • 23 Mar 2022
  • 12:00 PM - 1:00 PM

IRMAC/DAMA Toronto Vice President Mark Persaud will co-present the following topics with James Mitchell, Sr. Director, Client Data Governance, Strategy and AML at RBC:

  1. What themes are we seeing on the regulatory front in banking? This will include a perspective of putting the client at centre, and the need for a single view of client across disparate systems to address customer experience and regulatory requirements (CDIC, AML KYC, Bill C86, etc.);
  2. Where does client data management fit? What is working/not working? We will explore challenges and opportunities for both buy and build, and the importance of data ownership roles in achieving data strategy outcomes; and,
  3. With increasing data volume, variety, need for quality, etc., how can banks gain client trust to leverage and harvest client data to towards improving their experience through a trusted relationship that affords them the necessary control around data use?  This topic will cover how the approach can vary by customer segment, the need to architect data in a flexible, extensible way because regulations and customer demands will continue to change over time.  We will also touch on bringing ‘privacy by design’ into enterprise data architecture.


Mark Persaud is the IRMAC/DAMA Toronto Chapter Board Vice President.  He has a lengthy track record in defining and delivering transformational data and analytics initiatives for data-driven organizations.  He has played roles in both industry and consulting and has been a conference speaker and lecturer on the trends, value, and leading practices implementation of the CDO function, Data Management and Governance, Architecture, Cognitive AI, and Advanced Analytics.  As a former major bank CDO, Mark played the role of accountable executive for data and analytics.  He is currently working in a leadership role at Slalom Toronto, focusing on client data and analytics strategy, transformation, and enablement.

James Mitchell is responsible for the Business Intelligence and Data Governance Strategy to support Personal & Commercial Banking teams in their ability to achieve business goals and objectives through access to fully defined, safe, and reusable data and reporting structures supported by robust definitions and quality measures. This work includes the establishment of a Business Intelligence Data Governance Council that acts as the final arbiter and approver of all key data and metric definitions. The governance work produces a semantic repository of business definitions that will empower greater access to data and business information in self-server reporting tools for business users.

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