The challenges of successfully bringing innovation into the banking world

an interview with Neville Billimoria,
Mission Federal Credit Union

In this month’s Insights, Michael Lurie sits down with Neville Billimoria from Mission Federal Credit Union to discuss the challenges Neville faced in successfully building the eBusiness side of Mission Federal’s offering. The interview focuses on the lessons Neville learned in the process of growing Mission Federal beyond its branch network.

Neville joined Mission Federal in 2002 as Senior Vice President Membership & Chief Advocacy Officer. One of his key goals was to make dramatic improvements in Mission Fed’s online services – its eBusiness offering. The goal was to improve the member experience by emphasizing convenience, access, speed and efficiency. 

In this video, Michael and Neville discuss the actions Neville took to move Mission Federal from a more traditional company into one with an eBusiness focus. Key steps included:

• Building the right strategy, systems, structure and culture to integrate eBusiness into the larger organization
• Accelerating capability building and results through long term relationships with key external strategic partners
• Making substantial improvements in Mission Fed’s web site user experience by focusing on member needs
• Implementing a carefully designed permission based email marketing program
• Defining and tracking detailed eBusiness metrics

Insights is Blue Mine Group’s monthly thought leadership publication on innovation strategy. 

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