Many bankers will tell you that the key to success in banking is KYC - know your customer. To know its customers, a bank must have a capable team of information management specialists who are strong both in business knowledge and information technology (IT).
This team can be part of a bank's risk management or marketing department although some banks have a stand-alone department called 'decision science'.
Banks store information on customers, risk management and regulations in data warehouses. Decision science departments mastermind its use for attracting business.
'This department plays a key role in bringing in revenue and helping to save costs,' says Michael Leung Kin-man (below), chair of the departmental advisory committee in the department of information systems at City University of Hong Kong. 'If the bank decides to promote tax loans, the decision science department will generate a list of customers with the highest potential need of such a service and provide it to front-line sales staff in call centres to promote the product,' Leung says.
Information management requires staff with IT knowledge who know how banks operate. 'Business analysts with three to five years' experience and a familiarity with the software are required,' says Leung.
Many information management specialists hold post-graduate qualifications in business. 'They have to be sensitive to data and understand customer relations,' Leung says.