To accelerate the digital transformation strategy of Bank Mandiri in Indonesia, Toto Prasetio as Senior Executive Vice President of IT helped spearheaded key innovations across automation and open banking.

To revamp channel capabilities across mobile, internet and ATMs, the bank re-engineered business processes through automating back-end operations to deliver “faster and more consistent” services to customers.

The deployment leveraged robotic process automation tools and helped improve customer experience by automating banking processes, preventing users from relying on paper and manual practices.

Another key innovation during the past 12-24 months includes a heightened focus on open banking, motivated by a desire to operate ahead of the curve in Indonesia while improving collaboration levels with in-country partners - this was achieved by opening up multiple banking services through APIs.

According to Prasetio, the projects helped improve service levels for customers and business partners while enhancing operational efficiency and creating an open ecosystem to drive future growth.

In laying the foundation for digital transformation, the bank also identified changes to the organisation’s IT structure, operations and culture, evident through the building of a Centre of Excellence (CoE) to pool capabilities across specific IT domains.

The move has helped the bank excel in the areas of automation, API and integration and low-code development platform, as well as promoting a culture of knowledge-sharing with subject matter experts.