NOVO BANCO
BANCO ’ S Digital Transformation
and innovation has been made possible through discipline – and keeping to the rhythm of the ceremonies that allow us to be agile and adapt . Those are very effective at keeping teams together at a distance with technology .”
The process hasn ’ t been without its challenges , and more continue to arise . But Dias is unflappable in his approach - and places a great deal of emphasis on the value of his workforce being comfortable and communicative .
“ The challenge is to keep that [ team camaraderie ] going over the long run because at some point , people start losing the social connectivity – which is the social fabric that makes great teams great ,” he emphasises . “ That ’ s something we are working on very hard to maintain .
“ The next issue is incorporating new people into teams . We now have a few new people who have joined the bank and they ’ ve never had any actual contact with any other team members . So the onboarding takes a lot of effort to make sure people are well integrated with the organisation .”
Customer-centric ecosystem As a leader , Dias believes in transparency and listening to feedback from colleagues , especially those on the front line . In recent months , NOVO BANCO has implemented a number of changes to increase the availability of online banking services , which have been used more during the pandemic .
NOVO BANCO ’ s digital strategy is to reinvent and personalise the key customer journeys for customer excellence , transition to digital channels and automate processes for efficiency , and start exploring new business model opportunities with open banking and ecosystem plays . Core to this strategy is customer centric design .
“ One of the aspects that is often talked about in digital transformation is to be really customer focussed and centric ,” he explains .
108 April 2021