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TBUK is transforming its banking operations by digitising customer records, shifting from paper documents to a streamlined digital system. This change is driven by regulatory requirements, such as MLR 2017 and FCA’s SYSC Chapter 3, which necessitate organized digital storage for compliance, while also positioning TBUK as a leader in customer service.
The digitisation process enhances accessibility, searchability, and security of customer data, allowing for quicker resolution of inquiries and improving customer satisfaction. Digital records are better protected against damage and unauthorised access, ensuring compliance with data protection regulations like GDPR 2018.
Led by COO Philip Sowter and the project team, this ambitious project involves careful planning to convert and organize records digitally, integrating them with existing systems for efficient management and decision-making. Ongoing staff training is crucial to embed these changes into daily operations.
Overall, TBUK’s digitisation initiative represents a strategic move towards a more efficient, secure, and customer-focused future, reinforcing the bank’s commitment to innovation and exceptional service.