Building a future-ready workforce: Support, training, and the role of intelligent learning platforms
This article is the second in a four-part series authored by Michael Dowthwaite, Chief Operating Officer of Finastra’s Lending Business Unit, exploring how strategic service models in corporate banking technology can help banks unlock long-term value. You can read the previous article here.
In an era of accelerated digital transformation, financial institutions are investing heavily in advanced corporate banking platforms to stay competitive. Yet, the success of these investments depends not just on the technology itself, but on the people who use it. A future-ready workforce – equipped with the right skills, support, and mindset – is essential to unlocking long-term value and driving innovation.
The critical role of an empowered workforce
Technology adoption in corporate banking is no longer a linear process. It demands agility, cross-functional collaboration, and a deep understanding of both the platform and the business strategy it supports. A capable and empowered workforce is essential to translate technology capabilities into meaningful outcomes – whether that’s faster loan processing, improved compliance or better customer experiences.
However, many institutions face a persistent skills gap – particularly in trade finance and lending back-office operations. As platforms evolve, so must the people operating them. Yet, the imbalance between retiring experts and incoming talent is stark: 26% of trade finance professionals are nearing retirement age¹, while fewer than 15% of banks report success in attracting early-career professionals to replace them. In corporate lending, 75% of financial services workers² believe their organization is held back by a lack of digital skills, and 66% of firms cite skills shortages as the primary barrier to transformation.
Without a structured approach to workforce development, even the most sophisticated solutions risk underutilization, delayed go-lives and missed ROI targets.
Support offerings: Beyond the helpdesk
Support is often perceived as a reactive function, but modern models are evolving into proactive, integrated approaches that deliver greater value. Key elements include:
- Proactive monitoring to detect and resolve issues before they disrupt operations.
- Technical helpdesk services offering real-time assistance and clear escalation paths.
- Continuous updates and release management to keep systems secure, compliant and optimized.
Integrated support minimizes downtime, accelerates issue resolution, and – most importantly – builds trust and confidence among users. This allows teams to focus on delivering business value rather than troubleshooting.
The need for robust support is especially critical during the implementation phase – from licensing to go-live – where delays can span months or even years. A strong support model during this phase can dramatically improve time-to-value and minimize project fatigue.
Training strategies: From one-time events to continuous enablement
The operational impact of the skills gap is already being felt. According to ITFA¹, 64% of banks cite staff unfamiliarity with trade products as a barrier to servicing client needs, while 54% struggle with compliance-related delays due to knowledge gaps in AML protocols. These figures highlight the urgency of evolving training approaches to meet the demands of modern corporate banking operations.
Training must evolve from static, one-off sessions to dynamic, role-based learning journeys. Key strategies include:
- Tailored programs for distinct user groups – end users, administrators, developers, and architects – ensuring relevance and engagement.
- Continuous learning embedded into daily workflows, supported by microlearning, certifications and peer collaboration.
- Change management and adoption planning, helping users navigate new processes and tools with confidence.
Training is not just about knowledge transfer – it’s about building internal expertise that aligns with the bank’s strategic goals. When done right, it becomes a catalyst for innovation and operational excellence.
The role of intelligent learning platforms
Platforms like Finastra’s Academy.AI are transforming how banks approach workforce development. These intelligent systems deliver:
- Personalized learning journeys that adapt content based on role, skill level and performance.
- Automation and data-driven insights, enabling managers to track progress, identify skill gaps, and optimize learning paths.
- Scalable training delivery, ensuring consistency across regions, departments and teams.
By layering intelligent systems on top of traditional training modules, banks can accelerate adoption, close skill gaps, and build a confident, future-ready workforce.
Strategic implications: Embedding enablement into the service philosophy
Support and training should never be treated as peripheral functions – they must be embedded into the bank’s broader service philosophy. Investing in people is not optional; it is a strategic imperative that directly determines the success of technology adoption.
By embedding enablement into the operational framework, banks can strengthen governance, drive innovation and build long-term self-sufficiency. A structured approach to assessing readiness – considering factors such as strategic alignment, adoption planning and workforce capability – allows vendors and banks to co-create success plans that go beyond software deployment.
This holistic approach ensures that technology investments deliver measurable outcomes, while fostering a culture of continuous improvement and resilience.
Cultivating a mindset of continuous improvement
Building a future-ready workforce is ultimately about cultivating a mindset – one that embraces change, seeks improvement and values learning. This mindset must permeate every level of the organization, from frontline staff to executive leadership.
Technology may be the enabler, but people are the differentiator. By embedding support, training and intelligent learning into the core of their operations, banks can ensure that their corporate banking platforms deliver not just functionality – but true transformation.
² https://fintechmagazine.com/articles/financial-services-held-back-by-lack-of-digital-skills
Michael Dowthwaite
Michael has built his career on delivering high-impact outcomes for clients in financial services and SaaS. He leads the end-to-end customer experience strategy, focused on delighting customers and positioning Finastra as the market leader in customer satisfaction.
