Future Forward Podcast with Sachin Vaidya

Host: Welcome to another episode of Feature Forward! Today, we have an insightful guest with us, Sachin Vaidya , the Chief Information Officer at Heritage Bank of Commerce . Thank you so much, Sachin, for taking the time to be here and sharing your journey with us.

Sachin: Absolutely! Thanks for having me on your podcast. It's a pleasure to be here. As you mentioned, I'm the CIO at Heritage Bank of Commerce, and I’ve been working in financial institutions for over 25 years. My journey started as an IT Manager at a credit union, and from there, I progressed through roles like Director of IT, CTO, CISO, and finally CIO. I’ve been with Heritage Bank for about three years now. I started as Chief Information Security Officer and transitioned into the CIO role shortly after. It's been an amazing journey, and financial institutions have really become my niche over time.

Host: That’s a remarkable journey! Working in the banking industry, what are some of the major challenges you face, especially when it comes to data security and handling sensitive information?

Sachin: Security is paramount for us. Our primary responsibility is to safeguard our clients' data while maintaining the bank's reputation. The challenges stem from constantly evolving threats. You have cybercriminals and organized groups launching attacks—phishing, malware, social engineering, and now AI-driven attacks. While we have a lot of technological controls in place, the attackers are always advancing, which means we have to stay a step ahead. Ransomware is a big issue—$3.8 billion in ransoms have been paid out, according to recent stats. But beyond the hard costs, there are soft costs in terms of reputation and client trust. We’re always battling to protect against these threats, but user awareness and fundamental security practices are key.

Host: It sounds like an ongoing battle. With all the new technologies coming up—particularly generative AI—how do you see them helping businesses like yours? What’s your take on these innovations?

Sachin: Generative AI is definitely exciting. It builds on older technologies like Robotic Process Automation (RPA), which was essentially AI in its earlier stages. Today, AI is driving more sophisticated processes, and we’re seeing use cases in client support, lending, and even underwriting. It can automate a lot of back-end processes, making everything more efficient. However, while AI helps us automate, security and privacy become even more critical. We have to ensure data is protected and processes are secure. AI is a buzzword, but it has real potential, and it's already transforming many areas of banking.

Host: Speaking of customer expectations, how are you meeting the demand for instant support and service, especially given today’s fast-paced environment where digital banks are booming?

Sachin: Our focus is on relationship-building. We’re a commercial bank, so we work closely with business clients to understand their specific needs. That relationship is central to our business. At the same time, customers expect fast and seamless services. We integrate automated processes where possible, such as API integrations to help customers streamline their day-to-day tasks. But we also value the personal touch. We want to provide solutions that cater to each client’s unique needs, rather than a one-size-fits-all approach. Our relationships have helped us stand the test of time, but we’re always balancing that with new technologies to stay competitive.

Host: How do you view the competition from digital-first banks and fintechs? Are they a short-term threat or something more significant in the long run?

Sachin: In the short term, we don’t see them as major competition, but over the long term, yes, they can pose a challenge. Fintechs are nimble, fast, and efficient, often offering lower costs. But our strength lies in relationships, and that’s hard to replace with automation. Many of our clients have been with us for generations, and they trust us because we’ve been able to support them through thick and thin. Fintechs often have a more static, cookie-cutter approach, while we can be dynamic and tailor solutions based on each client’s needs. As a technology leader, I’m always watching what fintechs are doing and ensuring we’re adopting relevant innovations to remain competitive without jumping on every trend.

Host: That balance must be challenging! Speaking of challenges, what’s been the most difficult project you’ve worked on that really impacted your institution?

Sachin: The toughest projects are always related to core system changes. These systems run the entire bank, and switching from one core provider to another is a massive undertaking. The technology part of the implementation is usually straightforward—it’s the human factor that’s challenging. The users who have to adopt and support the new system need training, and managing that change is the hardest part. People are naturally resistant to change, so it’s about helping them see the value in the new system and guiding them through the process. Once the cultural shift happens, the technology can really make a difference.

Host: That’s a great point. Change management can be the hardest part of any transformation. Thank you so much, Sachin, for your insights. It’s been a pleasure having you on the show!

Sachin: Thanks for having me! It was great talking with you.

Access Video: Future Forward Podcast.

Sachin Vaidya Heritage Bank of Commerce Avenir Digital Inc Bradley Enneking Chiara Hughes Dharmesh Mistry Cecil S. Chad Beyer