ING Romania to introduce new, self-service operational model in its branches

ING Romania has announced the introduction of a new operational model implemented in 33 own branches and the integration of banking services on its digital platforms.

In 2018, ING will make the transition towards a self-service digital model and recreate the operational flux. ING’s territorial footprint will remain unchanged, with 180 branches at the national level.

Michal Szczurek, CEO ING Romania: “ING has been reinventing itself for several years and it is reinventing the clients’ banking experience. Since 2014, we have made massive investments in technology and innovation, with visible business results. By the end of this year we will reconfigure banking operations in branches, mainly using digital channels – such as internet banking platforms or available interfaces in ING branches – and alternative channels”.

The digital banking model reflects the behaviour of ING clients who use digital platforms to do over 99 percent of the base transactional services. The bank will transfer the classic counter deposit to its network of over 600 ATMs, which will allow clients to make cash deposits or withdrawals 24/7. Corporate clients can benefit from cash and debit instrument collection services from the company’s headquarters.

“Digitalisation has brought major changes in our lives and in business, but the challenge isn’t technological, but first of all human. Digital strategy means the reinvention of the roles we’ve created in the company and we are prepared to make all the efforts necessary to retain and support the team in the transition period towards the new organisational architecture”, added Szczurek.

ING will implement an ample and responsible career reorientation programme for the staff currently engaged in operational activities in its branches. The programme includes counselling, vocational guidance, training and support sessions throughout the year. ING’s objective is to offer opportunities in the company for as many team members as possible and increase their chances of integrating within the new roles and on the labour market.

ING Romania launched their first automated and digital services in 2004, pioneering the Self Bank concept, and in 2006, launching the Home Bank internet banking platform. The bank operates 180 branches and offers banking services for 1.1 million individuals, 12,000 small and medium businesses and 1,000 large and multinational companies.