Automate the Work, Elevate the People
Episode Overview
In this episode, Fran Fernandez and Zack Austin invite Tali Shushan, IT Automation Manager at First International Bank of Israel, to the studio to explore how automation can give time back to IT teams and fundamentally transform the way work gets done. Tali explains why successful automation starts small, why teams should measure outcomes in time rather than tasks eliminated, and how AI and automation can work together without removing humans from the equation.
Key Takeaways
- Automation success is about time returned, not tasks eliminated. Tali's team measures the difference between how long work takes manually and how quickly the same process can be completed automatically. Depending on the workflow, the bank has seen savings ranging from eight hours to as much as two weeks. A strong IT automation strategy connects those improvements to measurable operational outcomes.
- Automation makes processes more consistent—and exposes processes that need improvement. Manual work can vary depending on who performs it. Automation creates a repeatable execution path, but building that workflow can also expose unnecessary or inefficient steps. That gives teams an opportunity to improve the process rather than simply automate it as-is.
- Small automation wins build confidence for bigger ones. Tali recommends resisting the temptation to begin with the largest, most complex process. Start with something repetitive, clearly defined, and capable of producing a quick measurable result. Once employees and stakeholders see the value, confidence grows and demand for automation tends to follow.
- IT professionals are moving from operators toward architects. As automation takes over repetitive execution, IT teams can spend more time understanding business needs, improving processes, managing risk, designing architecture, and driving innovation. The goal isn't to make IT professionals less important; it's to redirect their expertise toward work where human judgment creates more value.
- AI and automation are strongest together. Tali sees AI helping teams understand information, identify patterns, guide users, and make better decisions, while automation carries those decisions into action. In a regulated industry like banking, that combination still requires strong governance and accountability, with security and compliance remaining top priorities.
FAQ
How does First International Bank of Israel measure the value of automation?
Tali's team measures how long a process takes manually—from the beginning of a ticket through completion—and compares it with the automated process across the volume of work being handled. Depending on the workflow, she says the bank has saved anywhere from eight hours to two weeks. Establishing that baseline gives teams a concrete way to demonstrate automation ROI after deployment.
Timestamp: 5:50–7:17
What advice does Tali have for organizations beginning their automation journey?
Start small. Tali recommends choosing a repetitive, clearly defined process that can produce quick, measurable results rather than beginning with the organization's largest or most complex workflow. Teams should understand and improve the process before automating it, then measure and share the results to build confidence for expansion.
Timestamp: 13:42–17:29
How does Tali see AI changing IT operations and automation?
Tali sees AI and automation as complementary. Automation excels at repetitive execution, while AI can help teams understand information, identify trends, guide users, recommend next steps, and make better decisions. Together, they can help IT respond faster and improve services, while people continue to oversee security, compliance, risk, and higher-value decisions.
Timestamp: 17:31–22:45
