Mark Foulsham – COO of Kensington Mortgages – Re-establishing the operating model to focus on growth

Can RPA ‘take the robot out of the human’? Are FinTech companies and startups a competition or rather an opportunity?

In this Leadership Deep Dive episode, Mark Foulsham, COO of Kensington Mortgages, talks with Hendrik Deckers about his journey across different positions and how the boundaries between functions are becoming blurry. Reflecting on the changing role of a leader, Mark believes that digital leaders need to think outwards not inwards and follow a human centered approach.

Mark has a very clear view on workflow Automation:

  • RPA is a vital part of Kensington Mortgages' toolbox
  • Minimize staffing in the back office through automation and outsourcing, leaving people to focus on customers
  • Understanding the business model is critical for the RPA to be effective
  • Working in a highly regulated environment requires constant feedback from customers and risk assessment

"I’m a big believer in having no regrets”, Mark says and adds “breaking down those hierarchal structures, working in a way that is more interconnected within the different layers of a firm I think is really key.



Published on 18.06.2021

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