Zainol Zainuddin is a distinguished well-known leader in IT Transformation, with an extensive career spanning over three decades in IT Operations. He specializes in the Financial and Telecommunication sectors. His exemplary contributions were recognized globally in 2023 and 2024 by the Global CIO Forum, where he was honored with prestigious accolades such as the World CIO 200 Award, ASEAN CIO 100 Award, and ETCIO Transformative CIO Award. Zainol’s expertise in IT Strategy, change management, and stakeholder engagement has been pivotal in driving successful transformations. He holds a B.Sc. in Mechanical Engineering from the University of Hartford and actively pursues professional development from top institutions worldwide.
Recently, in an exclusive interview with CIO Magazine, Zainol shared insights on the evolution of the CTO role in the next 5-10 years, the secret sauce behind his success, personal hobbies and interests, future plans, words of wisdom, and much more. The following excerpts are taken from the interview.
Hi Zainol. What inspired you to pursue a career in IT and leadership, and how have you seen the field evolve over time?
Being a Gen X, I was only introduced to IT in my late teens. I was fortunate to receive a scholarship to study in the US and that’s when I discovered and fell passionately in love with the world of IT. Coming up with codes to assist me in doing my engineering assignments during my university years made me more interested in IT than in the course I was majoring in. This sparked my passion for IT, driven by the desire to create and communicate using technology.
As I grew older, my passion for IT deepened into a love for problem-solving and innovation. I recognized that technology wasn’t just about machines; it was about improving lives and connecting people. This realization shaped my journey into leadership roles within IT, as I sought to not only use technology but also guide teams in harnessing its potential for broader impacts.
Over the years, I’ve witnessed the IT field undergo significant transformations, from the rise of smartphones and cloud computing to the explosion of AI and machine learning. These advancements have reshaped how organizations operate, creating a fast-paced environment where adaptation is key. Leading in this space means staying agile, embracing change, and fostering a culture of continuous learning.
The evolution has also seen a shift in leadership itself. It’s no longer just about directing others but empowering teams, encouraging innovation, and building a collaborative culture. The role now combines technical understanding with strategic vision and people management, a dynamic blend that continues to excite and challenge me.
This journey, from an engineering university student using IT as a tool to assist with assignments, to a leader in IT, has taught me that the most powerful asset we possess is our capacity to adapt, learn, and innovate. By harnessing technology, I’ve found new ways to solve problems and drive progress, envisioning a future where technology transforms challenges into opportunities.
What do you love the most about your current role?
As a CTO for nearly seven years, I often receive inquiries about what I enjoy the most in my role. My hope is that my response will inspire young professionals in the IT field to aspire to become a CTO or CIO in the future. One key aspect of my job is the freedom it offers to shape the IT department, its culture, direction, and priorities in alignment with business goals, while also fostering innovation and collaboration.
What I find most fulfilling includes driving strategic IT transformation by leading digital initiatives, modernizing legacy systems, and implementing cutting-edge solutions to propel business growth and enhance customer experiences. I also enjoy solving complex challenges, such as tackling cybersecurity threats, ensuring regulatory compliance, and addressing system performance issues to provide seamless digital payment experiences.
Empowering talent is another fulfilling aspect, where I mentor teams, foster leadership, and cultivate a culture of innovation. Selecting the right talent and driving continuous improvement are critical elements of this process.
Cross-functional collaboration plays a significant role in my job. Working with business leaders, regulators, and technology partners to align IT with business goals helps bridge the gap between technology and business.
Staying ahead of technological trends is exciting, especially learning about new innovations like cloud-native architectures, AI, and cybersecurity, and applying these to real-world challenges. Being involved in industry forums adds an additional layer of excitement.
Making an impact is also rewarding, as I drive innovations that improve customer experiences, enhance security, and streamline operations. I contribute to the firm’s growth and the financial ecosystem.
Finally, shaping the IT culture is something I relish. Defining how IT operates, collaborates, and situates itself within the company allows me to build a high-energy, innovative, and accountable IT organization.
How do you see the role of the CTO evolving in the next 5-10 years, and what skills and qualities will be essential for success in this role?
In the next 5-10 years, the role of the Chief Technology Officer will evolve significantly as technology continues to advance and business landscapes change. The CTO will become increasingly pivotal in driving digital transformation, innovation, and strategic alignment in organizations.
CTOs will need to adapt to emerging technologies such as artificial intelligence, machine learning, data platform, cyber security and quantum computing, integrating these into business models to create competitive advantages. They will play a key role in fostering a culture of innovation, ensuring that the organization remains agile and responsive to market changes.
Skills in strategic visioning will be essential, as CTOs will need to foresee technological trends and evaluate their potential impact on the business. Strong leadership and interpersonal skills will be crucial for guiding diverse teams and collaborating with other executives. The ability to communicate complex technical concepts to non-technical stakeholders will be vital in promoting cross-functional alignment and securing buy-in for technological initiatives.
Cybersecurity acumen will become even more critical as the volume and sophistication of cyber threats increase. CTOs must ensure robust security measures are in place to protect sensitive data and maintain trust with customers.
CTO will need to focus on sustainability and ethical technology use, driving initiatives that reduce environmental impact and promote responsible AI deployment. An understanding of global compliance regulations and data privacy laws will also be important as businesses operate across international boundaries.
In summary, CTOs will need a blend of technical expertise, strategic insight, and strong leadership abilities to navigate the complexities of future business environments and drive successful technological advancements.
You have been a recipient of numerous awards and recognitions over the course of your career including World CIO 200 Award, the ASEAN CIO 100 Award, and the ETCIO Transformative CIO award. Our readers would love to know the secret sauce behind your success.
I believe my success is largely attributed to a steadfast commitment to excellence. I always strive to be the best at what I do, not just for personal achievement, but to drive a real, measurable impact within the organization. Consistency in delivering what I promise is fundamental to building trust and credibility in my role.
Equally important is nurturing a strong, cohesive, and resilient team that shares my vision and dedication. Their capability to work alongside me ensures that we create a meaningful impact that is both seen and felt throughout the organization. Our efforts produce results that resonate and continue to benefit the company well beyond my tenure.
Building a lasting legacy is a priority, one where the impact of our work continues to be discussed and appreciated even after I’ve moved on. I focus on creating solutions and improvements that leave a mark, fostering an environment of continuous improvement and innovation.
Participating in events as a speaker or panelist, and sharing my thoughts and experiences on LinkedIn, helps make me noticed by the industry and the organizations that organize awards, both regionally and globally.
My efforts are focused on establishing a brand within the IT sector, particularly in the Financial Services industry, which is a field I am deeply passionate about. I strive to align my strategic initiatives with industry trends, leveraging technology to drive transformation and growth. Through this dedication, I aim to leave a notable and lasting impact, highlighting my career achievements and contributions to the industry.
What does the term “authentic leadership” mean to you?
To me, authentic leadership is deeply rooted in self-awareness, which requires a clear understanding of one’s values, strengths, and weaknesses. This awareness enables leaders to engage genuinely with others, fostering trust among stakeholders and team members. Consistency is crucial, as authentic leaders align their actions with their values by setting clear ethical standards and adhering to them, even in challenging situations. Transparent communication is essential, characterized by honesty and openness, where leaders actively listen to feedback and share both successes and shortcomings. Staying humble, no matter how high your position, is vital. Authentic leaders inspire by empowering others, encouraging creativity and innovation in an environment where team members feel valued and motivated. Resilience and adaptability are key traits, enabling leaders to manage setbacks, navigate changing circumstances, learn from experiences, and remain flexible in their strategies. Emotional intelligence plays a significant role in managing one’s emotions and understanding others, leading to empathetic relationships and effective conflict resolution. Authentic leaders possess a compelling vision with a long-term focus, prioritizing sustainable progress over short-term gains. They cultivate a positive organizational culture that values inclusivity, diversity, and respect, enhancing team cohesion and collaboration. Finally, authentic leaders maintain a learning-oriented mindset, welcoming new insights, embracing change, and encouraging continuous growth within their team. By integrating these elements, authentic leadership goes beyond mere authority, establishing a style based on integrity, trust, and respect, which fosters a thriving and progressive organizational environment.
Is there a particular person you are grateful for who helped get you to where you are?
It’s challenging to single out just one person among the many who have shaped my journey. Nevertheless, reflecting on the impactful figures in my life, I can pinpoint some remarkable individuals who have guided me. Mr Asri Awang; the former Chief Risk Officer of Bank Muamalat taught me a valuable lesson in maintaining class and humility. Then, there’s Charles Tan, the ex-CIO of Ambank, whose guidance and confidence in my leadership allowed me to navigate the Wholesale and Investment Banking IT domain with creativity and independence. Equally unforgettable is Mr. Lim Kok Hing, the co-founder and former CEO of iPAY88, who trusted me to steer the company through a crisis with unwavering support.
However, if I must highlight a singular influence, it is Mr. Ramasamy K. Veeran, the Co-Founder and Managing Director of Merchantrade Asia. His visionary perspective on transforming his company into a leading fintech entity was infectious and served as a beacon of inspiration. His relentless passion for tech innovation galvanized me to lead our team with confidence and deliver on the ambitious goals set before us. For accompanying him on this thrilling journey and having his boundless trust and support, I am profoundly thankful to Mr. Rama.
What are some of your passions outside of work? What do you like to do in your time off?
Outside of work, I’m passionate about playing the guitar and spending quality time with my family. Music is a significant part of my life, offering a creative escape through exploring various genres. I enjoy jamming with friends and attending local music sessions.
Equally important is my family time, during which we relish activities like trying out new restaurants, jogging or brisk walking with my wife in our neighborhood, or taking holidays to local or overseas destinations. These moments enrich my life, providing balance and personal fulfilment.
Which technology are you investing in now to prepare for the future?
In 2025, as CTO, my investment priorities align with my central focus areas to ensure that iPay88 continues to enhance its technological capabilities while delivering secure, efficient, and scalable payment solutions. Key priorities include strengthening high availability and system resiliency by enhancing infrastructure redundancy to achieve near-zero downtime, expanding investments in multi-region cloud deployments for disaster recovery, and improving real-time monitoring and automated failover mechanisms. This involves significant spending in cybersecurity to protect our ecosystem and customer data, implementing advanced threat detection systems and cutting-edge encryption technologies.
Optimizing customer support and deployment is another focus, with plans to implement AI-driven support tools for quicker issue resolution, improve merchant onboarding automation to reduce time-to-market, and expand self-service portals for merchant integration to offer a better user experience. We intend to leverage AI not only to streamline support but to continuously refine algorithms that enhance customer interactions and predict future needs, enhancing both user satisfaction and operational efficiency.
We aim to drive on-time project delivery by investing in project management automation tools that improve tracking and execution, strengthening agile development processes for faster decision-making, and allocating resources to upskill teams in modern delivery frameworks. Investments in AI also play a crucial role here, by providing predictive analytics and decision-support tools that help schedule and resource allocation dynamically and efficiently.
Additionally, we seek to accelerate software delivery and support by expanding investments in DevOps and CI/CD to speed up software releases, adopting low-code/no-code solutions for rapid development where feasible, and enhancing test automation and security validation within the pipeline. Cybersecurity considerations are interwoven throughout these processes, ensuring that rapid development does not compromise security standards.
Finally, we plan to enhance cross-department operational synergy by strengthening data integration across departments to support better decision-making and standardizing processes to minimize inefficiencies. Significant investment in cybersecurity safeguards this data, while the use of AI analytics tools transforms this integrated information into actionable insights, driving strategic and operational efficiencies.
What is your biggest goal? Where do you see yourself in 5 years from now?
My biggest goal is to inspire and empower young professionals to step up and take on leadership roles, fostering a culture of growth and fulfilment. I aspire to guide them in living fulfilling and successful lives. In five years, I aim to be in a position where I can provide valuable advice and oversight to multiple firms, positively influencing their strategic direction and success.
What advice would you give to individuals looking to break into the IT field or transition into a leadership role?
Breaking into the IT field or transitioning into a leadership role is both exciting and challenging. My response to this is solely based on my experience, so here goes. First, immerse yourself in the IT world with passion. Keeping up with the latest technologies and trends will fuel your learning and motivate you to excel, ultimately aiming to be a specialist in the industry that you love. Believe in yourself and your ability to overcome obstacles, as self-confidence is key to tackling new challenges and seizing opportunities. Embrace the rapid changes in the IT landscape by cultivating a mindset of continuous learning and adaptability, essential for staying ahead and delivering exceptional results. As you aim for leadership, developing your EQ is crucial. Focus on enhancing your people management skills, emphasizing empathy, communication, and collaboration, so you can effectively inspire and guide your team. Finally, remember to enjoy the journey. Relishing every step of your career path, celebrating achievements, and learning from challenges will fill your professional journey with joy and fulfilment. Incorporating these elements will not only enhance your career but also deeply enrich your professional experiences.