While the banking industry has accepted the shift to artificial intelligence (AI) and machine learning, many fear it as a risk. For Maria Pavithra Benita Mohan, CBAP®, CSM, who has continuously honed her expertise, it is a remarkable opportunity. "Rather than fearing the complexity of AI adoption, we must see it as an investment," she affirms.
Maria's perspective on the digital revolution in banking is both practical and visionary. "The idea of a floor full of salespeople is becoming obsolete. Instead, imagine chatbots handling routine tasks and allowing banks to provide 24/7 assistance, while those same salespeople are upskilled to manage and refine those processes," she explains. "We have to evolve with technology, continuously learning and finding new ways to add value."
With a bachelor's degree in finance from Bangalore University and a freshly earned Master of Science in Information Technology from Columbia Southern University, Maria combines deep industry knowledge with cutting-edge technical expertise. Her career spans nearly two decades, including leadership roles at well-known international banks.
Maria's work has been consistently recognized for its impact. The integration of artificial intelligence and machine learning into traditional banking systems has gained significant momentum, and with Maria at the helm, the bank she worked for accomplished this seamlessly. From automating routine processes to analyzing complex datasets, Maria witnessed greater efficiency, reduced costs, and improved customer experience thanks to these solutions.
During the COVID-19 pandemic, she spearheaded the creation of digital customer engagement channels at a renowned bank in India, including WhatsApp banking, Apple Business Chat, and AI-driven chatbots. These innovations ensured seamless banking operations when physical branches were inaccessible, earning her the prestigious Resilient Leader Award. "I've worked across retail banking, digital banking, and capital markets," Maria further shares. "That is why I understand the end-to-end operations of the banking domain and am fluent in multiple tech stacks and methodologies, such as Kanban."
At another financial services multinational corporation, Maria led the development of a sophisticated anti-fraud program, addressing the rising tide of digital fraud. "We proactively implemented solutions that not only detected but prevented fraud," she recalls. Her efforts demonstrated her ability to merge technical expertise with bank needs, one that ensures that compliance is met while gaining the trust of customers.
Currently, Maria works as a lead management consultant in a renowned fintech company in the U.S. specializing in core banking products and system transformation. One of her most notable achievements is the development of a Conversational Interactive Voice Response (CIVR) system. This AI-powered solution automates customer interactions, significantly reducing the burden on call centers, all while maintaining a high level of service quality. "CIVR listens to the customer's voice, understands their needs, and provides solutions without the need for a live agent," Maria explains. "This allows the human agents to focus on complex or high-value tasks that enhance overall productivity."
Although Maria strongly advocates adopting and evolving with technology, she's deeply attuned to the human and organizational aspects of change. She emphasizes the importance of phased rollouts, continuous system maintenance, and robust security measures. "AI adoption isn't a one-and-done project," she advises. "It's an ongoing process that requires involvement from compliance, legal, and fraud prevention teams to mitigate risks."
Her advice to financial institutions? Think long-term. "Yes, the initial investment is significant," Maria acknowledges. "But the benefits in terms of cost savings, operational efficiency, and customer satisfaction far outweigh the risks. It's also important to upskill existing employees, turning them into bot managers or tech specialists rather than replacing them entirely."
As a woman in a traditionally male-dominated industry, Maria has faced her share of challenges. Yet, she's optimistic about the progress being made. "The industry's stance on diversity has changed significantly," she notes, highlighting a 'take two' initiative, which helps professionals—particularly women—return to the workforce after career breaks.
Her personal journey itself is a testament to her resilience and adaptability. Moving to the United States in 2022 after a 17-year-long career in India, Maria quickly established herself in a new market, leveraging her international experience to make an impact. She elucidates, "The key is constant learning. You have to stay curious, upskill continuously, and embrace change."
Even for those starting out or considering a career transition, this fintech expert concludes with a simple advice: "Never stop learning. Technology evolves rapidly, and staying ahead means being willing to adapt and grow. Also, don't let challenges, whether it's moving to a new country or entering a new industry, deter you. Look at them as opportunities to reinvent yourself."
