The 11th Report of the Banking Operations Observatory analyzes the evolution of banking operations, highlighting changes due to digitalization, robotics, and artificial intelligence. It discusses a shift from the concept of 'transformation' to one of 'evolution', characterized by a constant improvement of existing processes. The report outlines strategic objectives, evolutionary trends, and benchmarks on back office processes, such as payment management and performance monitoring. It emphasizes the importance of human resource involvement and the integration of operations with the IT sector, especially in a digital context. Additionally, the document highlights findings from various qualitative and quantitative analyses of operational processes, focusing on efficiency and direct costs, stressing the importance of continuous measurement and adaptation.
