An Amazon In The Making

While technology adoption, digitization and mobility are the norm today, RBL Bank adopts systems that brings in convenience to its customers.

An amazon.com in the banking sector? That is what RBL Bank is aiming to transition itself. “We intend to become a one-stop shop for all the financial services requirements of our existing and prospective customers. We are developing and implementing a technology platform that can cater to such an ecosystem. That is our target. This will mean that besides the retail and corporate customers, even small financial services firms as well as the new generation payments banks, would be our customers. That is precisely our vision,” says Sanjay Sharma, head - Technology, Innovation & Customer Fulfilment and CIO at the bank.

In this scenario, Sharma says the bank’s USP is ‘Partnership-led banking’ and the bank intends to make use of technology to enable any willing institution to partner with it. “And our proposition is an omni-channel experience for the customer - whether they come on our internet banking platform or on the mobile platform or through our ATMs, it is the same experience they will have,” he asserts.

With the increasing number of mobile phone users, particularly smartphone users, and the prospect of the mobile becoming the most preferred medium for transactions, RBL Bank is gearing up to be a major user of this medium. “We have a ‘mobile first’ approach towards technology adoption to make it future proof and stay relevant over the long run,” says Sharma. “While mobility is our prime focus, we are also committed to providing an omni-channel experience for our customers, considering the diverse background of the customer base,” he adds.