Kalani Pitumpe
Talent knows no borders
Q: How did your career begin – and what role did Sri Lanka play in shaping your professional journey?
A: My career began in Sri Lanka, where I joined an international bank at an entry-level position. This experience provided me with a solid foundation in banking, exposure to global best practices and the opportunity to work in a multicultural environment.
I was fortunate to work across diverse functions including retail and corporate banking, and human resources. This helped me develop a well-rounded skill set. The lessons I learned during those formative years in Sri Lanka were invaluable; they gave me the confidence to pursue opportunities overseas.
Q: In a nutshell, how has your journey in the financial services industry evolved over the years?
A: My journey in the financial services industry has evolved significantly. After moving to Hong Kong – which is Asia’s financial hub – I embraced the rise of digital transformation.
My current work involves leading digital transformation initiatives, and integrating fintech solutions to enhance efficiency, customer experience and strategic growth. I focus on leveraging emerging technologies such as AI, blockchain and data analytics to navigate the evolving financial landscape.
Q: How do you see the role of Sri Lankan women evolving in global industries?
A: Sri Lankan women are incredibly talented, resilient and adaptable. I see more of us breaking barriers and making our mark on the world stage.
As the banking sector continues to prioritise diversity and inclusion, I believe Sri Lankan women will play an increasingly significant role. It’s up to us to support and uplift one another, creating pathways for the next generation to thrive.
Q: How has today’s customer changed with technology? And how is the financial services industry adapting to these changes?
A: Today’s customers are tech savvy and looking for the next generation user experience – personalised, seamless, fast and interconnected. With the rise of smartphones and digital platforms, customers now prefer banking services that are quick, accessible round the clock and secure.
Omni channel is the new reality; it is where customers use multiple channels in their interactions with banks or any other services. They expect real-time updates, instant transactions and tailored financial advice at their fingertips.
The banking sector is adapting by investing heavily in digital transformation – and leveraging technologies such as AI, blockchain and cloud computing – to meet these expectations.
For example, AI powered chatbots provide instant customer support while blockchain ensures secure and transparent transactions. Open banking enables customers to share their financial data with third party providers, facilitating more personalised services.
Banks are also using data analytics to understand customer behaviour better and offer customised products. The shift towards digital banking was accelerated by the COVID-19 pandemic, which highlighted the importance of remote and contactless services.
Q: What emerging technologies do you see as game changers for the future of banking, particularly in digital transformation?
A: Emerging technologies are set to revolutionise the future of banking. Artificial Intelligence enhances customer service through chatbots, improves fraud detection and personalises financial advice.
Blockchain offers secure and transparent transactions, and streamlines payments and contract management. Open banking fosters innovation by allowing third party developers to access bank data, creating more personalised customer experiences. Robo advisors make wealth management accessible with tailored investment advice at lower costs while cloud computing enhances data storage, scalability and collaboration.
IoT – or the Internet of Things – facilitates seamless transactions and provides valuable insights into customer behaviour. Biometric authentication such as fingerprint and facial recognition improves security, and simplifies the customer experience.
Together, these technologies promise to transform how banks operate, interact with customers and manage risk.
Q: How has Sri Lanka’s financial services industry embraced new technology and digital transformation?
A: Financial institutions – including banks, finance companies and fintech startups in Sri Lanka – have made significant strides in embracing new technology and digital transformation.
They have introduced mobile banking apps, internet banking platforms and digital wallets, making financial services more accessible to customers. And the adoption of AI and machine learning has improved customer service through chatbots and enhanced fraud detection systems.
Moreover, banks are increasingly using data analytics to gain insights into customer behaviour and offer personalised financial products.
While there’s still room for growth, I believe Sri Lankan banks are on the right path – and I’m confident that with continued investment in technology and collaboration with fintech startups, the sector will continue to evolve and meet the needs of today’s digital savvy customers.
