JAKARTA - Bank Mandiri targets to add 200 digital branches throughout 2022. So far, the company has only two fully digital branches at Central Park Mall and Kota Kasablanka Mall.
Apart from that, Bank Mandiri also has one digital branch, Plaza Mandiri, which is still a hybrid in which some services for customers are still assisted by tellers.
"The three branches received a positive response from customers, so we plan to continue implementing smart branches more widely and spread throughout Indonesia in stages," said Deputy President Director of Bank Mandiri Alexandra Askandar in a performance presentation in Jakarta, Wednesday 27 April.
Regarding HR issues, he said, Bank Mandiri ensured that there would be no reduction in staff at branch offices. However, continued Alexandra, there will be a shift in the role and capacity building of employees who previously only focused on transactional services to focus on products and digital advisory.
"This can be achieved because the majority of transactions will move through Livin' by Mandiri and Kopra by Mandiri. In this case, Bank Mandiri will not do layoffs for employees because employees will be remapped according to the talents of each role needed," concluded Alexandra.
On the other hand, Alexandra explained, branch digitization will later implement three main channels, namely Livin' by Mandiri, Kopra by Mandiri and smart branch services.
"We have developed business processes at smart branches so that customers can get a branch service experience that is easy, fast, safe and comfortable without the need to queue," he continued.
Not only that, he continued, the smart branch concept will also include three types of services that are tailored to the level of customer digital adoption. Among them are digital boxes for customers who have high digital adoption and require fast and simple transaction services.
Second, hybrid branches for customers who have high digital adoption but require complex banking services. The last one is a branch upgrade for customers who have just adopted digital in the early stages and require complex banking services.
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