This is the first time Techcombank has been honored by Celent in the global Model Bank awards system - also the only representative of Vietnam to date to achieve this title.
Held annually since 2008, Celent Model Bank Awards is one of the most prestigious awards in the global banking and finance sector, honoring organizations with practical technology initiatives that contribute to supporting businesses in continuously improving their business operations to achieve outstanding performance. The award highly values the effectiveness of optimizing processes, optimizing costs, increasing productivity and balancing all aspects of the organization through technology to bring value to customers and stakeholders.
In 2025, hundreds of banks and financial institutions from many regions such as North America, Europe, Japan, Singapore, Korea, the Middle East and Australia participated in the nomination, in which Techcombank was honored to become the first Vietnamese representative to be honored in the category of "Operational Excellence".
This is proof that Vietnamese banks are fully capable of standing shoulder to shoulder with major financial institutions in the world in mastering technological processes to maximize business efficiency and system operations.
The jury was particularly impressed with the “Human & Bot Collaboration Center” model, implemented by Techcombank in cooperation with FPT Corporation’s Akabot. Celent recognized Techcombank’s pioneering efforts in digitizing operations through the implementation of Robotic Process Automation (RPA). The robot acts as a “virtual employee”, simulating human operations without having to deeply interfere with the source code or database – something that not many banking and financial institutions in Vietnam can deploy synchronously at this time.
After 3 years of operation, the RPA project at Techcombank has helped accelerate comprehensive internal digitalization, increase the speed of data processing with large volumes and almost absolute accuracy. Along with that, it allows staff to focus on strategic activities, improve skills, and enhance their own value by streamlining simple tasks.
Sharing about Celent's journey to conquer this prestigious award, Mr. Nguyen Anh Tuan - Director of Techcombank's Technology Division shared: "Being the only representative of Vietnam to be honored has proven our efforts to maintain a "smoothly operating technology machine" throughout the bank. On that foundation, we will move to the "acceleration" phase from 2024, demonstrating our commitment to continuously improving performance and optimizing operations."
Mr. Nguyen Anh Tuan - Director of Technology Division, Techcombank
Surpassing hundreds of candidates from developed markets such as the US, UK, Singapore, and Japan to win the prestigious Celent award, the bank successfully built the “Human & Bot Collaboration Center” model with the RPA project. Instead of viewing robots as a tool to replace humans, Techcombank designed a hybrid workforce model, where employees and robots work together. Accordingly, robots undertake repetitive tasks (reconciliation, card processing, data checking, etc.) with high speed and accuracy, while employees play the role of monitoring, refining, improving processes and focusing on more strategic and creative tasks.
Thanks to that, within 3 years from 2022 to 2024, this model has helped free up more than 586,000 working hours for internal staff, saving more than 20 billion VND in personnel costs and contributing to optimizing human resource policies - transforming the roles of employees instead of cutting them.
The results of the Engagement Survey (EES) and Pulse Survey conducted periodically at the Bank show that the bank's engagement rate in 2024 will reach 84%, an increase of 2% compared to 2023, and up to 94% of employees are proud to work at Techcombank. This is really important because it helps motivate and promote creative working spirit throughout the system. "Automation is not a threat but an opportunity. At Techcombank, we do not remove people from the process but believe that the combination of technology and people is the formula that makes the difference. Robots do not replace employees - but become companions, helping them maximize their capacity and value.", Mr. Nguyen Anh Tuan shared more.
By the end of 2024, through the "Digital to the Core" strategy, Techcombank has implemented many initiatives to improve performance and service quality. Accordingly, the bank has automated over 100 processes applied to 11 business blocks across the bank such as Finance, Risk, Card Services, etc., achieving an automation rate of up to 99% in the deployed processes..., while processing millions of transactions in just 15-20 minutes, helping to increase operational scale by 30-50% without having to increase staff accordingly. As a result, Techcombank has saved 4 billion dollars in 2024, leading the market in "Advanced Cost Optimization" with a score of 55%, surpassing the reference level of 50% of major banks in ASEAN. 200% growth per year in the number of automated processes.
Not only was the RPA project honored at Celent Model Bank 2025, it was also recently honored with the Best Automation Technology Initiative in Asia Pacific award within the framework of The Asian Banker awards. At the same time, the Technology Division was also proud to be honored with two other major awards: Best Digital Infrastructure and Architecture Initiative in Asia Pacific, Best KYC & Customer Onboarding Technology Initiative in Vietnam. This not only affirms Techcombank's internal capacity and strategic vision, but also inspires the financial - technology ecosystem in Vietnam to reach out to the world.
Source: https://vov.vn/doanh-nghiep/thong-tin-doanh-nghiep/techcombank-la-dai-dien-duy-nhat-viet-nam-duoc-giai-thuong-celent-model-bank-2025-post1208748.vov
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