Karin van Hoecke is General Manager for (Digital) Transformation & Data at KBC, the leading Belgian banking and insurance brand in terms of innovation. She tells Qorus’ Boris Plantier about her daily work life, what a ‘workaholic with a big battery’ does to recharge, and tips for success in the financial services industry.
Please tell us a litle bit about your background.
With 25 years at KBC, I've gained tons of knowledge, built a huge network, and developed a passion for banking, innovation, and transformation. I have degrees in Political and Social Sciences from the University of Ghent, an MBA from Ruca in Antwerp, and additional qualifications from Vlerick Business School and Insead in Paris.
I've always focused on building strong teams. Working closely with top management as part of the group strategy advisors' team gave me valuable insights into strategic analysis, the steering mechanisms of a bank-insurance group, and the skill of presenting conclusions in an engaging way.
I envisioned how KBC could interact with clients in a more digital world and identified the tools, structure, and changes needed to become a benchmark in a hybrid, client-centric banc-insurer. KBC Belgium has become a digital leader, with KBC Mobile recognized as the best app in Belgium and worldwide. Our mission is to maintain our digital leadership with the best personal assistant, Kate, supported by our data-driven organization.
Since November 2021, I have been a member of the management committee of KBC Belgium, responsible for further transformation & innovation, and data.
What does your workplace look like?
Could you describe your usual working day?
My working day varies depending on the day of the week. On Mondays and Fridays, I start early with some e-fit exercises. Many colleagues know that from 7 o’clock, I'm in my car, making it a good moment for a short talk. I've learned to become more of a morning person, so I'm usually at the office in Leuven by 8 o'clock.
My assistant would say I have too many meetings. We try to find some recurrent logic to avoid switching between too many topics. Mondays are more focused on strategic debates and feasibility assessments of projects. Tuesdays are mostly dedicated to data projects, GDPR, and cloud migration. Wednesdays are reserved for the Management Committee meetings, involving my other A team. Of course, there are also meetings with partners and vendors, and there's never a day without hot topics. For lunch, I go to the restaurant and usually find colleagues I know to have a chat with. No lunch at my desk.
The way home follows mostly the same patterns, the moment to align with other directors. Back at home, I try to catch up on emails and prepare for the next day.
What is your favorite food?
I enjoy a variety of food styles. It can be something simple like red cabbage with sausage, or dishes that remind me of the destinations we've visited. I also appreciate more luxurious options, such as brioche with caviar paired with a good glass of champagne. I certainly wouldn't say no to that. I would even travel with the main purpose of experiencing food. Our last trip to Madrid falls into that category.
What do you do when you need a break from work?
I suppose you could label me as a workaholic with a big battery. However, even that battery needs charging moments outside of work. I enjoy traveling with my family and kids. We have a map in our hallway with pins marking all the places we've visited. There's always a desire to discover new things, and our last vacation was to Chile and Argentina. I can already enjoy the preparation for our trips.
Other activities I enjoy include reading a good book (I always have more than 100 books ready on my Kindle app on my iPad), doing nothing on a Saturday afternoon, or having a talk with my husband and kids. My husband has a funny way of putting things into perspective. He often jokes, "If you die, KBC goes bankrupt." Then I realize, fair point, take it easy!
What is the key to building a successful team?
The key to building a successful team lies in fostering diversity and encouraging open communication. A diverse team with different talents, who dare to speak up and engage in healthy debates, always emerges richer from the discussion. You need a variety of skills, and if everyone thinks the same, meetings might be pleasant and easy, but you won't achieve groundbreaking results. At KBC, we are quite critical of ourselves. We also have the 'Pearl+' team blue DNA, which includes warm aspects, so we like to celebrate also well.
There is a saying that we learn more from failure than success. Tell me about one of your failures and what you have learned from it.
At KBC, we focus on various small projects, which allows us to adapt quickly. When something works well, we build on it, and when it becomes challenging, we pause and reassess.
If I were to choose some cases:
• At the beginning of our transformation, we switched from our old online tool to a new one. We didn't realize that many customers still wanted to print their invoices. Similarly, with our digital assistant Kate, 60% of the questions are related to daily banking (cards/payments). While it's tempting to focus on fancy features, the real leverage is in payments.
• We developed an app for youngsters and focused heavily on them. However, in Belgium, parents make decisions for their children until they turn 18. It's crucial to recognize that you have different audiences to serve.
• Sometimes, it takes time for a project to grow. We developed a wearable and needed to reinvest after two years. Since the user base was still small, we decided to stop. I didn't realize the fan base was quite stable and that we were early in the market, so we quit too soon.
What advice would you give to someone who wants to succeed in financial services?
1. Develop strong analytical skills: Financial services require a keen eye for detail and the ability to analyze complex data. Strengthen your analytical skills to make informed decisions and provide valuable insights.
2. Pursue continuous learning: The financial industry is dynamic, and continuous learning is vital to keep up with new developments. Pursue certifications, attend workshops, and take courses related to innovation and financial services to enhance your expertise and stay competitive.
3. Focus on customer service: Providing excellent customer service can distinguish you in the financial services industry. By understanding your clients' needs and offering personalized solutions. Think customer, customer, customer… Addressing customer complaints effectively and turning them into solutions can significantly enhance your reputation and lead to successful outcomes.
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