Liew Nam Soon was one of the speakers at the recently concluded ABF Retail Banking Virtual Conference.Liew Nam Soon, managing partner of ASEAN Markets at Ernst & Young (EY), and is responsible for the business performance and client service across advisory, assurance, tax, and transactions.He has over 26 years of consulting and industry experience in large scale business and technology transformation, as well as risk management and compliance. He has also worked extensively in retail, SME, private, commercial and investment banking, asset management, insurance, private equity, and fintech.Nam Soon was also the EY Financial Services Asia Pacific Diversity and Inclusiveness leader. As one of the speakers in the recently concluded ABF Retail Banking Virtual Conference, Asian Banking and Finance spoke with Nam Soon regarding opportunities and challenges for global banks amidst the crisis, as well as the changes expected in the Asian retail banking landscape.What are the main trends and shifts in Asia-Pacific’s retail banking sector in recent months. What has changed since the pandemic?Disruption is creating opportunities and challenges for global banks. While the risk and regulatory protection agenda remains a major focus, banks must also address financial performance and heightened customer and investor expectations, as they reshape and optimize operational and business models to deliver sustainable returns. Innovation and business-led transformation will be critical for future growth. To remain competitive and relevant, every bank must embrace disruption and strategically build a better ecosystem — not a bigger bank.The COVID-19 global pandemic will renew focus on operational resilience. Banks will need to adapt their approaches to changes in their operating model and ecosystem, which will require flexibility, ongoing communication and global regulatory coordination. At the same time, the pandemic has also accelerated digitalization and reinforced the importance of managing cyber risks.