Digital Banking Operations: Building Secure, Efficient and Reliable Services
Digital Banking Operations: Building Secure, Efficient and Reliable Services
Deskripsi
Digital banking telah mengubah cara bank memberikan layanan kepada nasabah. Peningkatan transaksi digital, mobile banking, internet banking, pembayaran digital, dan integrasi dengan berbagai platform menuntut operasional yang semakin cepat, aman, andal, dan terukur.
Pelatihan Digital Banking Operations: Building Secure, Efficient and Reliable Services dirancang untuk memberikan pemahaman praktis mengenai pengelolaan operasional layanan perbankan digital, mulai dari transaction processing, monitoring sistem, pengelolaan insiden, keamanan, service level, hingga business continuity. Pelatihan juga membahas bagaimana membangun operasional digital banking yang mampu menjaga security, availability, reliability, efficiency, dan customer experience, sekaligus mendukung kepatuhan terhadap ketentuan regulator.
Tujuan
- Memahami konsep dan ekosistem operasional digital banking.
- Mengelola operasional layanan digital secara efektif dan efisien.
- Memahami proses transaksi dan settlement layanan digital.
- Melakukan monitoring availability dan performance sistem.
- Mengidentifikasi dan menangani operational incidents.
- Menerapkan prinsip keamanan dalam operasional digital banking.
- Mengelola risiko operasional dan teknologi.
- Mengelola SLA dan performance layanan.
- Menyiapkan business continuity dan disaster recovery.
- Meningkatkan reliability dan customer experience layanan digital.
Materi
- Digital Banking Operations Landscape
- Perkembangan digital banking.
- Digital banking ecosystem.
- Jenis layanan dan channel digital.
- Karakteristik operasional transaksi digital.
- Tantangan operasional digital banking.
- Digital Banking Operating Model
- Struktur operasional digital banking.
- Peran front office, operations, IT, risk dan compliance.
- End-to-end transaction lifecycle.
- Segregation of duties.
- Operational governance.
- Digital Transaction Processing
- Transaction processing.
- Authorization dan authentication.
- Transaction validation.
- Settlement dan reconciliation.
- Transaction failure dan exception handling.
- Transaction monitoring.
- System Monitoring & Service Availability
- System availability dan reliability.
- Real-time monitoring.
- Performance monitoring.
- Capacity dan resource monitoring.
- Alert dan escalation mechanism.
- Key Performance Indicator (KPI).
- Digital Banking Operational Risk
- Identifikasi risiko operasional digital.
- Technology risk dan system failure.
- Human error dan process failure.
- Fraud risk dalam transaksi digital.
- Risk assessment dan mitigation.
- Key Risk Indicator (KRI).
- Cybersecurity & Data Protection
- Cyber threats pada layanan digital.
- Access control dan authentication.
- Data protection.
- Phishing, malware dan social engineering.
- Transaction security.
- Security incident management.
- Incident & Problem Management
- Incident classification.
- Incident response process.
- Escalation dan communication.
- Service recovery.
- Root Cause Analysis (RCA).
- Corrective dan preventive action.
- SLA & Service Management
- Service Level Agreement.
- Service Level Indicator dan KPI.
- Monitoring SLA.
- Incident response time.
- Vendor/service provider performance.
- Service improvement.
- Digital Banking Reconciliation & Control
- Rekonsiliasi transaksi digital.
- Exception management.
- Settlement control.
- Suspense account monitoring.
- Operational control.
- Fraud dan transaction anomaly monitoring.
- Business Continuity & Disaster Recovery
- Business Impact Analysis.
- Critical digital services.
- Business Continuity Plan.
- Disaster Recovery Plan.
- Backup dan recovery.
- RTO & RPO.
- DR testing.
- Customer Experience & Service Reliability
- Digital customer journey.
- Customer experience dalam layanan digital.
- Handling failed transactions.
- Complaint management.
- Service recovery.
- Building customer trust.
Peserta
Divisi Digital Banking
Divisi Operations
Divisi Information Technology (IT)
Divisi Information Security
Divisi Cyber Security
Divisi Digital Transformation
Divisi Risk Management
Metode
• Pre Test
• Presentasi Materi
• Diskusi
• Studi Kasus
• Post Test
Fasilitas
• Training Amenities
• Peralatan Pelatihan (Tas, Hand Out, Block Note, Pulpen, Watermark)
• Sertifikat
• Souvenir
• 2x Coffee Break, 1x Lunch