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Bank Mandiri digitalizes 241 branches across the country
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Innovation: Bank Mandiri president director Darmawan Junaidi (left) and deputy president director Alexandra Askandar (right) attending the opening ceremony of Smart Branch by Mandiri. The newly revamped program offers digital customer-centric features connected to Bank Mandiri’s Livin’ digital channel.
State-owned lender Bank Mandiri has simultaneously opened 241 Smart Branch by Mandiri locations across the country.
Spread across 89 cities and regencies in 29 provinces, the latest Smart Branch by Mandiri is part of Bank Mandiri’s digitalization process for its existing branches, which sees the adoption of customer-centric digital features for a faster, easier, safer and more convenient banking experience.
Speaking at the official ceremony on July 29, Bank Mandiri president director Darmawan Junaidi explained that the digital transformation process was part of the bank’s initiative to support digital financial literacy in Indonesia.
To that end, Smart Branch by Mandiri offers services integrated with the Livin’ by Mandiri and Kopra digital channels, and comes in three distinct types: Digital Box, Hybrid Branch and Upgrade Branch.
The Digital Box is aimed at customers who need express banking services without queuing, while the Hybrid Branch targets customers who need both fast and digitized services as well as various other complex financial needs.
The third type, the Upgrade Branch or Digital Corner, is presented for customers who require staff assistance for transactions and other complex financial needs.
All three branch types are equipped with self-service machines such as deposit and withdrawal ATMs, Customer Service Machines (CSM) and Video Conference Boxes that allow customers to interact online with Bank Mandiri staff, along with general bankers on duty who will provide financial solutions to customers.
Bank Mandiri customers can make reservations to transact at Smart Branch by Mandiri through the "Branch Service" feature in the Livin' by Mandiri app.
At the same time, those who have not made a reservation will still be able to access its services with the paperless electronic form (e-Form).
"With the implementation of the new branch operational system, customer transactions can be secured through the personal approval method, which can be carried out by customers themselves, integrated with Livin' by Mandiri."
In supporting digitalization throughout its ecosystem, Bank Mandiri has consistently participated in career development for its employees through the Mandiri Ready to be Digital program.
Darmawan noted that the employee-centric approach has been the company's business strategy from the very beginning.
"In preparing human resources to remain relevant, Bank Mandiri prioritizes the No One Left Behind principle, meaning that there is no marginalized role for Mandirians. We believe that the adaptive quality of our human resources, along with the Joint Movement of all Mandirians, is the key to success for Bank Mandiri’s digital transformation and business continuity going forward," he explained.
Bank Mandiri has consistently participated in developing human resources careers through the Mandirian Siap Digital (Mandirian Ready to be Digital) program.
In Bank Mandiri's digital transformation road map, human resource development has become the company's main focus. The state-owned lender has gradually prepared a Strategic Workforce Program (SWP) in the form of upskilling and reskilling for all Mandirians to be able to adapt quickly to new roles, so as to prevent staff layoffs altogether.
For example, customer service representatives and tellers are given training and education to form new skills to become a general banker so that they can fluently explain features and facilities at Smart Branch by Mandiri.
"Going forward, Bank Mandiri will continue to recruit young talent who are expected to support Bank Mandiri's business development, especially in supporting the digital transformation. With increased business activities while also consistently providing the best service to the community, sufficient human resources with the relevant capabilities are, of course, needed," Darmawan said.
