The accelerating pace of digital transformation in the financial sector has fundamentally altered the landscape of risks faced by banks. Operational disruptions caused by cyberattacks, technology failures, or third-party dependencies have the potential to trigger systemic crises across the interconnected financial system. In response to these evolving threats, the European Union's Digital Operational Resilience Act (DORA) represents a watershed moment, establishing a harmonized framework to enhance the sector's ability to withstand and recover from digital disruptions. For supervisory board members of banks, DORA signifies a call to action, demanding a renewed focus on digital operational resilience and a comprehensive oversight approach.

DORA goes beyond existing cybersecurity regulations by mandating in-depth ICT (Information and Communication Technology) risk management across the entire financial ecosystem. Supervisory boards hold the primary responsibility for ensuring their institutions are adequately prepared for the challenges posed by DORA. This entails a profound understanding of the regulation's core principles, a strategic recalibration of risk management approaches, and a commitment to fostering a culture of resilience across all organizational levels.

One of the most critical functions of supervisory boards in the wake of DORA is the implementation of a robust ICT risk management framework. Board members must not only approve ICT-related policies and procedures but also actively monitor their effectiveness. This requires a shift in mindset, recognizing that ICT risk is not a purely technical issue but a fundamental business risk. Boards need to ensure a holistic view of the institution's digital footprint, mapping critical business functions and identifying potential vulnerabilities stemming from internal systems, external dependencies, and the ever-evolving threat landscape.

When it comes to overseeing a bank's digital transformation, board members play a critical role in setting strategic direction and ensuring that the organization achieves its objectives effectively. Key Performance Indicators (KPIs) are essential tools for board members to monitor progress, assess the impact of digital initiatives, and make informed decisions. 

Beyond mere tracking, KPIs serve as litmus tests for evaluating the success or need for course correction in transformation efforts. They provide evidence of ROI for significant digital investments, aligning with boards' fiduciary duty to shareholders. Moreover, KPIs aid in risk management by tracking potential threats like cybersecurity, enabling proactive measures to address vulnerabilities. By benchmarking against industry standards, boards gain insight into the competitive landscape, shaping strategies for maintaining competitiveness.

Enclosed 25 KPIs are indispensable for board members during a bank's digital transformation:

I) Customer Experience & Adoption KPIs provide insights into how well the bank is meeting customer expectations and adapting to changing preferences. Board members need to understand the level of digital channel usage, Net Promoter Score (NPS) for digital channels, Digital Adoption Rate, Customer Effort Score (CES), and Self-Service Completion Rate to gauge the success of digital initiatives in enhancing customer experience and driving adoption. By tracking these metrics, board members can ensure that the bank remains customer-centric and competitive in the digital age.

II) Innovation KPIs help board members evaluate the bank's ability to innovate and adapt to a rapidly changing digital landscape. Metrics such as Time-to-Market for New Digital Products, Number of New Digital Partnerships, and Rate of Experimentation reflect the bank's agility, creativity, and willingness to embrace innovation. By tracking these KPIs, board members can assess the bank's competitive positioning, identify emerging opportunities, and ensure that the organization remains at the forefront of industry innovation.

IV) Operational Efficiency KPIs are vital for board members to assess the operational impact of digital transformation. Metrics such as Cost-to-Income Ratio, Process Automation Rate, Time-to-Resolution for support tickets, and Operational Cost per Transaction help board members evaluate the efficiency gains achieved through digitalization efforts. By monitoring these KPIs, board members can identify areas for optimization, cost reduction, and process improvement, ultimately driving operational excellence across the organization.

V) Cybersecurity KPIs offer critical insights into the bank's resilience against digital threats and its ability to protect sensitive data and systems from malicious actors. Metrics such as Number of Cybersecurity Incidents, Mean Time to Detection (MTD), Mean Time to Resolution (MTTR), Percentage of Successful Phishing Simulations, and Compliance with Cybersecurity Frameworks provide board members with a comprehensive view of the bank's cybersecurity posture. It's important to balance security with customer experience. Overly stringent security measures might frustrate users. By monitoring these KPIs, board members can assess the effectiveness of the bank's security measures, identify potential vulnerabilities, and prioritize investments in cybersecurity infrastructure and employee training. 

VI) Finally, regulatory compliance is another area of paramount importance for board members during a bank's digital transformation. Regulatory KPIs help board members assess the bank's adherence to legal and regulatory requirements, mitigate compliance-related risks, and maintain the organization's reputation and trustworthiness. Metrics such as Number of Regulatory Fines, Percentage of Audits Passed, Number of Regulatory Change Orders Required for New Digital Products, and Customer Data Privacy Breach Rate offer valuable insights into the bank's compliance efforts.

⚡️Important to note: the best KPIs evolve with the transformation's phases. Early on, focus may be on adoption, and later, the emphasis could shift to revenue generation. Boards need adaptable oversight.

In summary, these 25 KPIs are essential for board members during a bank's digital transformation because they provide valuable insights into customer experience, innovation, financial performance, operational efficiency, cybersecurity, and regulatory compliance. By monitoring these KPIs closely, board members can effectively oversee the digital transformation process, drive strategic decision-making, and ensure the long-term success of the organization in an increasingly digital-centric world.

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1️⃣ Evolutionary Forces in Banking

The banking and finance industry undergoes significant evolutionary forces, marked by non-physical products, high competition, and escalating costs. Ulrich Cartellieri's 1990 assessment of German banking as the "steel branch of the 1990s" resonates today. With up to 50% more bank branches than gasoline stations, questions arise about the need for such proliferation in a digitized era.

2️⃣ Strategy Formulation and Execution Gap

The challenge lies not in lacking awareness or foresight among decision-makers but in bridging the gap between formulating and executing strategies. Alignment in understanding, ownership, accountability, incentives, and corporate culture is crucial for successful implementation.

3️⃣ Missing Ownership and Incentives

Strategies falter when those tasked with execution lack a deep understanding and ownership. Incentives play a pivotal role, aligning personal goals with organizational objectives. Without the right motivations, even well-intentioned strategies can fail.

4️⃣ Lost Core Business Focus

Failure occurs when banks deviate from the core of a functioning business model. For instance, neglecting payments, a core function, can jeopardize consumer and merchant retention. The importance of focusing on the essential aspects of banking cannot be overstated.

5️⃣ Unrealistic Profit Goals

Prioritizing unrealistic profit goals over a sustainable risk portfolio is a recipe for failure. Striking a balance between profitability and risk management is crucial for the long-term health of a bank.

6️⃣ Implementation Challenges

Even well-crafted strategies can falter due to challenges in implementation. Banks may excel in devising strategies but struggle with the practical aspects of bringing them to life, including project management, resource allocation, and change management.

7️⃣ Poor Leadership and Communication

Leadership, from the top to middle management and front-line employees, plays a key role in strategy execution. Communication gaps and a lack of understanding at different levels can lead to poor implementation.

8️⃣ Lack of Consistency

Consistency is crucial for successful strategy implementation. Shifting strategies due to leadership changes or lack of continuity can impede progress. Successful strategies often have clear objectives that remain unchanged throughout their execution.

📌 Conclusion

In conclusion, the failure of banking strategies stems from a combination of factors, including leadership issues, a lack of alignment between strategy formulation and execution, and challenges in adapting to industry evolution. Understanding the core functions of banking, setting realistic goals, and fostering a culture of innovation are vital steps toward sustainable success in an ever-changing financial landscape.

To the (closed) poll here on LinkedIn: https://bit.ly/429OxCD 

🙏🏻 Thank you for your comments 

Christopher Schmitz Clare Walsh Ewan MacLeod 

Gerald Faust Hans Radtke Henri de Jong 

Jim Marous Julian Mattes         Karl Ivo Sokolov 

Kęstutis Gardžiulis         Khaled Abbas Matthias Kröner 

Michael Harte         Rajeev Kakar Rene Gruner 

Robert Caplehorn Tim H. Wolf Wössner

1 Attract the right talent

Banks undergoing transformation require new skill sets and competencies, which do not exist to the needed extend within the current workforce. For banks it is paramount to first identify the needed IT & digital skills and then to attract the right talent. These skills include technical skills like software engineering, data science, cloud computing, cybersecurity as well as business acumen. IT & digital talent must also understand the business side of banking. A deep knowledge of products, processes and services, customer behavior, market trends, and regulatory compliance is required. A bank should also look for digital management skills like agile development when hiring. 

Founded in 1920 the Egyptian bank Banque Misr serves more than 13 million clients in Egypt and has more than 20,000 employees. Banque Misr started a digital transformation in 2017 to improve customer experience and expand its market share. The bank invested in recruiting top talent in the areas of digital. According to a KPMG report Banque Misr has seen significant growth in its digital banking operations since the implementation of its digital transformation strategy, with online and mobile banking transactions increasing by over 100% in 2020, alone.

Largely government owned Bank Rakyat Indonesia is one the largest banks in Indonesia with about 30 million retail clients, more than 100,000 employees and 4,000 branches. The bank transformed its business towards a more agile and collaborative work culture. Talent acquisition strategy involved hiring employees with experience in agile methodologies and digital transformation to drive the bank's transformation. Bank Rakyat Indonesia's agile transformation resulted in an increase in productivity by 20% and a decrease in project delivery time by 40%. The bank also launched new digital products, such as its mobile banking app, to better serve its customers.

2 Training & development never stops

Besides hiring new talent training & development programs can help bridge the gap by providing employees with the skills and knowledge they need to succeed in their roles.

IT & digital talent must develop its leadership & communication skills. This includes the ability to communicate complex technical concepts to non-technical stakeholders, collaborate with cross-functional teams, and lead change management initiatives. With the pace of technological change accelerating, IT & digital talent in the banking industry need to constantly upskill and reskill themselves to keep up. And banks need support the continuous learning needs by providing access to training and development opportunities via workshops, conferences, online courses and university & business school co-operations.

Fidelity Bank is a universal bank in Ghana that operates across 73 Branches and 115 ATMs across the countrywith more than 2,000 employees. As part of the bank’s digitization expansion, the Fidelity Bank has opened four digital-bank branches with e-lounges at Osu, KNUST (Kwame Nkrumah University of Science and Technology), Labone and East Legon. In 2019 the bank implemented a transformational change program known as the 'Project Leapfrog' to enhance operational efficiency, customer service delivery, and market position. As part of the program, the bank implemented several initiatives to improve employee skills, knowledge, and competencies, including training and development programs. And two years later, in 2021, the bank launched the Fidelity Banking Academy, a new capacity-building program to provide regular, holistic training and competency upskilling for staff of the bank. The initiative, being implemented in partnership with the Chartered Institute of Bankers Ghana, would elevate standards in the Ghanaian banking industry with respect to technical skills, and essential non-technical skills such as management and interpersonal skills. Fidelity Bank Ghana reported a significant improvement in employee performance and productivity as a result of the Training & Development programs. The bank's staff retention rate improved from 75% in 2019 to 84% in 2020, indicating that employees were more satisfied and engaged with the bank's work environment. The bank also reported a 25% increase in customer deposits in 2020, indicating an improvement in customer service delivery.

3 Retain talent

During a bank's transformation, it is crucial to retain employees who possess the necessary expertise to drive the change. Retaining talent ensures that the bank can continue to tap into the knowledge and experience of its existing workforce and avoid any loss of institutional knowledge. Flexibility, work-life balance and clear career paths help.

Access Bank Botswana (former: BancABC Botswana) transformed from a small regional bank to a leading financial institution and the fifth largest bank in Botswana. Talent retention played a crucial role in Access Bank's transformation as the bank focused on creating a culture of learning, growth, and development for its employees. A tangible achievement is the decrease of the staff turnover rate from 19% in 2018 to 9% in 2020. And Access Bank was named the Best Bank to Work for in Botswana by the African Business Magazine in 2020.

The Nigerian bank Guaranty Trust Holding Company PLC also known as GTCO PLC is a multinational financial services group, that offers retail and investment banking, pension management, asset management and payments services and is headquartered in Victoria Island, Lagos. The bank serves over 24 million customers across 10 African countries and has more than 10,000 employees. GTCO PLC developed a culture of continuous learning which aimed to improve the capabilities of its workforce and to develop future leaders. These programs were designed to provide employees with the necessary skills and knowledge to perform their roles effectively and meet the evolving needs of the organization. According to the GTCO PLC's 2020 annual report, the programs had a significant impact on the bank's performance, like the development of future leaders from within the organization, with 70% of management positions filled internally.

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Links / References

Access Bank Botswana, https://africanfinancials.com/document/bw-abc-2020-ar-00

Bank Rakyat Indonesia, https://bri.co.id/documents/20123/56786/AR%202021%20Bank%20BRI-ENG%20(2).pdf

Banque Misr, https://www.banquemisr.com/-/media/BM-ANNUAL-DIGITAL-REPORT-2019-2020-en.pdf

Fidelity Bank Ghana, https://newsghana.com.gh/fidelity-bank-launches-banking-academy

Guaranty Trust Holding, https://www.gtcoplc.com/uploads/annual-reports/2020-annual-report/2020-Annual-Report.pdf

worldometer, https://www.worldometers.info/world-population

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