The 10th Report of the Banking Operations Observatory, published in October 2019, analyzes significant changes in the banking sector, emphasizing the importance of monitoring operations to improve efficiency and service quality. The report focuses on how banks are adapting their operational models to new technologies like Artificial Intelligence and automation, suggesting an evolution toward customer-oriented management. In addition to providing a qualitative and quantitative analysis of banking operations, it presents a comparison of performance across different banks and establishes key performance indicators for monitoring and evaluating operations, including back-office processes and fraud management. Data collection was carried out through surveys and interviews with industry experts, culminating in a methodological model aimed at standardizing monitoring practices.
