The Impact of Digitization in the Bank X on the Future Role of the Banking Consultant in the SME Segment

Digitalizacija je beseda, ki danes zaposluje, obremenjuje ali motivira marsikatero finančno, proizvodnjo ali storitveno podjetje. Velja za nekakšnega »motilca« v procesih podjetij, v svojem smislu pa ne pomeni nič drugega, kot poenostavitev, avtomatizacijo in hitrost procesov v posamezni panogi, instituciji ali podjetju. Digitalizacija storitev in avtomatizacija procesov, v bančništvu dolgoročno predstavlja temelj in edini način preživetja in nadaljnjega ustvarjanja prihodkov bank, hkrati pa pomeni tudi krčenje obsega zaposlenih in tudi bančnih izpostav. V magistrski nalogi bomo skušali v teoretičnem delu prikazati, kaj digitalizacija v bankah pomeni, in kakšen pomen ima na segmentu malih in srednjih podjetij (SME). Stranke na tem področju namreč v današnjem času korenito spreminjajo svoje poslovne modele, hkrati pa tudi sami v svoje dejavnosti uvajajo maksimalno možno avtomatizacijo. V sodelovanju z bankami zato pričakujejo odzivnost, strokovno usmerjenost za iskanje rešitev, agilnost in predvsem zanesljivost. Do večine storitev, ki so pomembna za njihovo poslovanje pa želijo dostopati preko elektronskih kanalov 24/7. Digitalizacija pa korenito posega tudi na delovna mesta v bankah. Nekatere podporne službe tako že korenito krčijo svoje zaposlene. Posebej pa vpliva tudi na delo bančnih svetovalcev. Le ti so v preteklosti veljali za tiste, pri katerih so stranke oddajala naročila v bankah, le ti pa so potem skozi dolgotrajne in zapletene kreditne procese ta naročila prevajali v pripravo predlogov, sklepov in pogodb za odobritev kreditov, tako velikih kot majhnih vrednosti. Skozi praktičen del naloge skušamo prikazati, da je banka x skozi avtomatizacijo procese poenostavila do te mere, da je čas do odobritov manjših vrednosti skrajšala do 48 ur, hkrati pa procesno zelo razbremenila delo svetovalca na področju poslovanja z malimi podjetji. Prikazati želimo tudi, da vloga tega svetovalca s tem ni izgubila na pomenu, temveč ga postavlja v vlogo ključne osebe za ohranjanje medosebnih odnosov s stranko na način, da postaja agilen, digitalno pismen, strokoven in predvsem zmožen stranko naučiti pravilno uporabljati digitalne storitve in predvsem izbirati prave storitve za njihove potrebe. Digitalization is the word that today employs, burdens or motivates many financial, manufacturing or service companies. It is considered a "disruptor" of the companies’ processes, but in its sense it means nothing but processes simplification, automation and acceleration in a particular industry, institution or company. Digitalization of services and process automatization are in the long term, the cornerstone and the only way to survive and continue to generate revenue for banks. At the same time digitalization will reduce employees and many bank brunches. In theoretical part of the paper, we elaborate the denotation of digitalization in banks and what significance it has in the segment of small-to-medium- enterprises (SMEs). Today, customers in this field are radically changing their business models while introducing the maximum possible automation in their activities. In cooperation with banks they expect responsiveness, agility reliability and professional support in finding and providing optimal finance services. They expect access to most of the relevant services through electronic channels 24/7. However, digitalization is radically affecting jobs at banks. Some support services are already shrinking the number of employees. In particular, it affects the work of banking advisers. Before digitalization, they were considered to be those of having contact with clients. Their works was translation of orders through complex credit processes in the preparation of proposals, decisions and contracts for granting large either small loans. In the practical part of our research, we examined the Bank X processes for simplification through automation that it reduces the time to the approval of smaller values by up to 48 hours, while at the same time significantly reduces the workload of the consultant in the field of small business. We also examined the changed in the bank consultant role, not in perspective of its significance but in placing it to the role of the key person for maintaining interpersonal relationships with the client. Consultants become more agile, digitally literate, professional and above all able to teach the client how to use digital services correctly and choose the right services for their needs.