The 12th Report of the Banking Operations Observatory provides a detailed analysis of recent changes in the banking sector, particularly in the context of operations. It emphasizes the evolution of operational structures and how the COVID-19 pandemic has accelerated digitalization and innovation in processes. The report examines organizational modalities, levels of outsourcing, and monitors performance indicators such as efficiency, quality, and costs. The analysis includes benchmarks on specific back-office processes and provides a dashboard with key indicators for improving operations. Digitalization plays a crucial role in operational efficiency, while the variability of support and assistance activities is recognized as essential for operational success.
