Uma Rudhran, Vice President - Infrastructure and Cyber Security Services, Global Services, Fiserv, has 30 years of solid industry experience in various global roles, including the industry verticals such as BFSI, Telecom, Hi-Tech, Life Sciences, which strengthened her to face the multiple challenges and turn them into immense promising opportunities for her growth. In Fiserv, she leads a strong team aligned with Technology Services and Global Cybersecurity. She predominantly manages IT infrastructure and cybersecurity services to improve client experiences.

Can you take us through your inspiring journey?

From the beginning of my journey, I have been breaking norms and not following the usual path. I grew up in a conventional society and in those times, it was rare for women to take up education or career. But my family thought differently, which encouraged me to pursue higher education in science and technology, something unusual for women in my community at the time.

Alongside my education, I commenced my professional journey as a Trainer for Programming languages and then went on to work as a Hardware and Network Support Engineer. As my professional journey progressed, I moved to the United States on a work assignment - my tenure of four years there boosted my confidence and helped me grow both professionally and personally.

In my current role with Global Services at Fiserv I lead a strong team aligned to Technology Services and Global Cybersecurity. We manage IT infrastructure and cybersecurity services to enhance client experiences. We are also responsible for IT infrastructure support for end users, including security and compliance assurance.

Being a professional with over three decades of experience in various global roles covering different industry verticals like BFSI, Telecom, Hi-Tech, Life Sciences, I have witnessed multiple challenges and turned them into opportunities for learning and growth. I always believed in striving beyond what was expected of me.

Can you name a few essential things that fintech should be concerned about in today's scenario?

In a world where consumers expect seamless and intuitive interactions, it is crucial for fintech companies and financial institutions to enhance user experiences, leverage personalization, and ensure secure integrations. In response to accelerating digital consumer behaviour organizations are creating personalized experiences throughout the user’s digital journey, enabled by the power of data analytics, and maturing new-age technology models.

Continuous innovation is fundamental for fintech companies to remain competitive and relevant. Harnessing the power of Artificial Intelligence and Machine Learning, hyper-personalization in digital banking is elevating customer experience at payment stage. Today, it is essential for fintechs to drive differentiation by leveraging authentic consumer insights based on data analytics and to build digital trust and security for their offerings.

Do you think equal opportunities for women in AI will resolve the issues of gender bias in AI to an extent?

Gender bias in AI arises from various factors, including biased data, lack of diversity in AI development teams, and societal stereotypes. By actively engaging women in AI and supporting their professional development, we address the underlying biases in AI algorithms and challenge the status quo. With a diverse and inclusive AI community, we can ensure that AI technologies are fair, unbiased, and representative of all members of society. Together, we shape a future where equal opportunities for women in AI will propel the industry to new heights of excellence and innovation.

Besides this, corporates today realise the value of having a diverse workforce. At Fiserv, we continually create an inclusive work environment that focuses on advancing women in technology representation. This starts with the right kind of hiring with programs like our Forward for Her initiative, which engages women returning to work after a career break. In addition to opportunities for developing technical and leadership skills, our Women Impact Network ERG helps drive holistic development of our women associates. We also continue to work on addressing subconscious bias in the workplace. All these efforts are powered by leadership’s commitment in creating a culture where women can thrive.

How is AI transforming the fintech industry? Can you elaborate on a few challenges of integrating AI into fintech? Also, please share a few tips on how to maximise the AI benefits for the fintech businesses in their deployment stage?

Artificial Intelligence is significantly reshaping the fintech industry, playing a pivotal role in digital transformation. It provides the ability to rapidly evaluate creditworthiness, provide 24X7 customer support through chatbots and virtual assistants, create personalised investment portfolios using robo-advisors, analyse unstructured data for market insights, and enhance operational efficiency.

The introduction of AI into the world of fintech is leading organizations to review their data management practices in order to ensure robust data security is in place. The use of best practices helps protect sensitive financial information and ensure data privacy, even when vast amounts of customer data are being processed.

Maximising the benefits of AI in fintech deployment begins with investing in a scalable technology infrastructure to enable seamless integration with third-party solutions. Continuous learning and fine-tuning of AI algorithms are essential for adapting to changing market conditions and user behaviour. Today, AI is a transformative force in the fintech industry, helping organizations deliver more efficient and customer-centric financial services.

How has AI adoption benefitted Fiserv so far?

At Fiserv, innovating on behalf of our clients is integral to everything we do. To help clients navigate today’s fast-paced environment, we are powering innovation that leverages AI to enhance efficiency, accelerate growth and address user’s asks.

For example, our client support portal is enhanced with AI capabilities, streamlining communication and issue resolution for clients and their customers with features like client-facing chatbots. The use of AI not only improves customer service, it also empowers Fiserv associates to deliver better customer support.

We also have harnessed AI to provide superior services to credit and debit cardholders of our banking clients. AI technology plays a crucial role in areas such as personalized recommendations and efficient issue resolution, resulting in increased security, tailored product offerings, and quicker problem-solving for cardholders.