Wasim Mushtaq

Managing Director 1CG

Wasim's career in financial services has focused on leading operational teams and delivering strategic change across banking sectors. He spent my formative years in business banking at Abbey National Bank; followed by global banking and markets at RBS where he managed teams delivering all UK Libor lending for commercial and corporate banking. He then moved onto Barclays Wealth Management as VP Head of Credit Operations, and onto the Operations Lead role to launch Smart Investor, before consulting in the CIO office to deliver group programmes covering system decommissioning, platform implementations, banking entity closures, launching new products, and structural reform for the Private Bank.

Transitioning into fintech as Director of Operations and Projects at AskIf, Wasim launched CBILS with the British Business Bank as part of the initial wave of UK lenders, developing SME green finance innovations, managing operational third-party vendors, brokers and external client lending portfolios via managed services. Joining Standard Chartered Bank as their Transformation Lead in Financial Markets, he delivered global change initiatives impacting all 45 regulatory markets. He also led the plan, design and transition of a material outsourcing programme under NDA within a full RFP lifecycle, delivering business outcomes in people, operations, technology, communications, finance, risk & transition workstreams.

Most recently, he was the Interim COO of CFIT (Centre for Finance, Innovation and Technology), where he led overall capability across the organisation. This included governance, risk management, reporting, operations, finance, technology, HR and programme delivery, partnering and providing ExCo leadership to drive forward strategic deliverables across Coalitions, Ecosystems and Partnerships. 

Wasim holds a Master’s degree in Economics from the University of Glasgow and executive certificates from Saïd Business School, University of Oxford, and MIT Sloan School of Management.

CX Financial Services 2024 Agenda

10:00 AM Panel Discussion: Omnichannel strategies for financial services

In this panel discussion, we will delve into how integrating multiple communication channels, such as phone, email, chat, social media, and in-person interactions, can provide a seamless customer experience. Learn from industry experts on how financial services are evolving with omnichannel strategies to meet shifting customer expectations in 2024.

Key takeaways:

  • Integrate various communication channels to create frictionless customer journeys
  • Leverage AI to ensure consistency and personalization across channels
  • Understand the role of real-time data analytics in optimizing the omnichannel approach
  • Maintain the human touch while automating customer interactions