Dive Brief:
- Northwest Bank tapped Chad Ballard as its CIO to modernize platforms and lead technology initiatives, the bank shared in a Tuesday announcement. Ballard joined the bank May 18, reporting directly to CEO Louis Torchio.
- Ballard brings 25 years of technology leadership experience to the role, most recently as CIO for shared services operations at Wells Fargo, according to his LinkedIn profile. While there, he led the launch of AI agents to bolster the bank’s operational efficiency, according to Northwest. Ballard has also worked for JPMorgan Chase, PNC and BBVA earlier in his career.
- “Chad brings deep experience in technology leadership and a strong understanding of how technology supports growth, innovation and risk management in financial services,” Torchio said in the announcement. “His leadership will be instrumental as we continue to invest in systems and capabilities that support our ongoing transformation and growth.”
Dive Insight:
Banks are turning to artificial intelligence for productivity and efficiency gains while enhancing customer service experiences.
Goldman Sachs is looking at where the technology can transform its operating processes. Meanwhile, Citi and Bank of America are rolling out AI tools to wealth management employees to support interactions with customers.
Columbus, Ohio-based Northwest Bank is investing in talent, technology and new financial centers as it pursues an expansion of its footprint, Torchio told investors during the company’s first-quarter earnings call in April. The $17 billion-asset bank counts 151 locations in Indiana, Ohio, New York and Pennsylvania.
Last year, the bank completed the $270 million acquisition of Penns Woods, adding 21 branches in Pennsylvania. It also launched an overhaul of its Gahanna, Ohio, facility this month to turn it into a “hospitality-driven financial center.” It’s one of five financial centers Northwest Bank plans to open in the Columbus market this year.
The bank’s new financial centers are designed to focus on customer hospitality as part of an effort to “transform the consumer bank,” Torchio said during the earnings call.
Financial services firms are working to balance technology and a human touch as part of their customer service efforts. A large portion of retail and banking technology executives plan to spend up to 20% more of their technology budgets on AI this year, according to a Bain survey, with automated customer service often cited as a driver of productivity gains.
“The convenience of technology should never be a substitute for true customer service,” Northwest Bank states on its website. “When you need a deeper conversation, we’re available online, over the phone and in person.”
Still, technology transformation will play a part in supporting the bank’s customers. As Ballard takes on the CIO role at Northwest Bank, he will work to modernize technology platforms and support the bank’s future growth while focusing on how technology can be used to meet customer’s needs, the Tuesday announcement said.
“I’m looking forward to working with the team at Northwest Bank to enhance the technology foundation that supports our customers, associates and communities,” Ballard said in the announcement. “Technology plays a critical role in how a bank operates every day. I’m excited to help advance secure, scalable initiatives to support the bank’s current momentum and meet our customers’ current and future needs.”
