Information Technology at Raiffeisen Bank

2024

Raiffeisenbank CEO: Our Russian subsidiary has invested well in IT and is technologically ready to separate from the group

Technologically, the Russian subsidiary of Raiffeisenbank is fully ready to separate from the global business, follows from the statements of the CEO of the bank Johann Strobl (Johann Strobl) made during a conference call with analysts in early May 2024^[1]

Our Russian division has significantly invested in IT personnel and systems, which would allow it to fully separate after the sale is completed, "said Strobl. - Russian business would become completely independent of RBI group and Western IT providers.

Johann Strobl highly appreciates the technological capabilities of Russian business Raiffeisen Bank

On the recruiting website of the Russian Raiffeisen Bank it is indicated that over 1.5 thousand work in the bank. IT professionals in more than 100 Agile teams. As of the beginning of May 2024, the company has opened several dozen IT vacancies.

The Russian division is also developing a new company it created in mid-2023 - RB-Digital, which develops web services, digital platforms, mobile applications and CMS systems for banks, investment and insurance companies. According to the database of legal entities Kontur.Focus, "in the first year of operation, its revenue amounted to 112.4 million rubles.

Back in the spring of 2022, Raiffeisen Bank announced its intention to reduce business in Russia, and in the spring of 2023, the group announced that it was considering two scenarios for leaving the country - the sale of its Russian subsidiary or the withdrawal of this asset from RBI (spin-off).

During a conference call in early May 2024, Johann Strobl mentioned that the bank is working on the sale of Russian business and over the past two years has received interested responses from many parties - both Russian and foreign. The top manager stressed that the bank communicates about this only with market players who have not been sanctioned, and before moving in a specific direction, the bank needs to make sure that the Russian authorities approve the deal with a potential buyer.

At the same time, Raiffeisen Bank must begin to comply with the order of the European Central Bank (ECB) on a significant reduction in business in Russia. We are talking about almost a complete halt in lending - the bank will wait for the repayment of loans already issued and not issue new ones "with a few exceptions." Johann Strobl noted that the regulator's requirements could affect the bank's deconsolidation plans. The Bank does not exclude, among other things, a scenario with a complete loss of a Russian subsidiary for the group.

2021

Appointment of Ilya Zuev as head of information security unit

Ilya Zuev headed the information security division of Raiffeisen Bank. The bank announced this to TAdviser on August 5, 2021. Read more here.

Masha Virtual Assistant Pilot for Clients

Raiffeisen Bank June 29, 2021 announced a pilot launch. virtual assistant "Masha" Customers bank who take part in the testing will have access to the voice secretary service. He will save them from, and telephone spam also send them Telegram to transcripts of missed calls. "Mashu" developed "." Russian startup During Working solutions the pilot period, Raiffeisen Bank will provide customers with access to the full functionality of the service for free and assess their interest in the voice assistant.

In order to configure the service, it is enough to answer several questions from the telegram bot, make the necessary settings for the sent video instructions and make a test call. Masha pays great attention to privacy: call data is deleted immediately after sending a message.

"The voice secretary service will allow customers to easily answer only the calls they need and erase phone spam from their lives. The service is easy to configure, it is available on any telecom operator. We hope that clients will appreciate it, "said Olga Pavlova, head of the development of relations with clients at Raiffeisen Bank.

The plans for the development of the service include the appearance of a male voice, improving the quality of speech recognition, as well as new scenarios for the behavior of people during a call. The developers will ensure the integration of the bot with user contacts, as well as create a troll bot for advertising spammers.

The launch of Masha is part of the approach to forming a pool of innovative services that make different aspects of customer life related to finance easier. Raiffeisen Bank offers such services for different segments of customers, from individuals and small businesses to medium and large companies.

"We plan to constantly conduct experimental launches of useful digital services. At the same time, we have no plans to launch those products that were not of interest to customers. We will rely on the results of pilot launches and decide which service to continue working with, based on user feedback, "commented Evgenia Ovchinnikova, Head of Digital Innovation at Raiffeisen Bank.

Appointment of Alexey Ulenkov as Head of IT Development and User Support Department

Alexey Ulenkov will lead the User Development IT and Support Department. Raiffeisen Bank He will be responsible for implementing the modernization strategy IT infrastructures bank and updating the infrastructure for application development TAdviser , the Raiffeisen Bank said on March 16, 2021. More. here

2020

Sending advertising SMS to customers at ATMs

In December 2020, it became known that banks in Russia began to send advertising SMS messages to customers at ATMs. To do this, credit institutions have introduced new CRM systems. In Raiffeisen Bank, they began to introduce services to make offers to customers in the context of the history of their interaction with the bank and the transactions or purchases they made. Read more here.

Appointment of Alexey Vanina to the position of CTO of the Directorate of Retail and Small Business

Alexey Vanin will take the position of CTO (Chief Technical Officer) of the Directorate of Retail and Small Business "Raiffeisen Bank." His team will be responsible for the technological development of retail products, the further expansion of flexible practices and an agile approach to development. This was announced on July 3, 2020 by "Raiffeisen Bank" TAdviser. Read more here.

Appointment of Pavel Rubakhin to the position of head of the e-business development department

Pavel Rubakhin headed the department for e-business development of the Raiffeisen Bank. The bank announced this on July 2, 2020. Read more here.

Raiffeisen Bank found an original way to dramatically increase the reliability of the IT system

An increase in the number of customers, the penetration of a mobile bank on the one hand, an increase in the volume of data, as well as variations in their use - on the other hand, inevitably lead to an increase in the load on systems and, as a result, the need to scale up the banking IT infrastructure. Mikhail Antonov, Head of Core Banking Application Platform Development at Raiffeisen Bank, spoke about the development of banking platforms, methods of load reduction and reliability improvement. Read more here.

Registration of more than 90% of mortgage applications in May online

More than 90% of applications mortgage Raiffeisen Bank for accepts completely online, including in the personal account on the site raif.ru. At the beginning of 2020, this figure was 65%. The bank announced this on May 21, 2020.

In February, we integrated the personal account of the mortgage borrower with the State Public services portal so that the process of applying for a mortgage would become more convenient. Now 85% of the mortgage questionnaire information is filled out automatically. The client will only have to attach the documents necessary to make a decision on the loan. We will consider the application within a day, and from the moment of its approval, the offer will be available for two months. Authorization in your personal account meets all the requirements of Russian legislation on the protection of personal data, told the head of the mortgage loans sales department of the North-West regional center of Raiffeisen Bank Konstantin Murashkin.

Given the epidemiological situation, since mid-March, Raiffeisen Bank recommends that customers use mainly digital services. With their help, simply resolve your financial issues while remaining safe.

Registration in your personal account through your Public services account is available to users on the bank's website.

Integration with the Digital Profile service on the public services portal

On May 20, 2020, the Raiff eisen Bank announced the completion of integration with the Digital Profile service, available to all users of the Public services portal as part of the implementation of the Digital Economy national program. The use of a digital profile will allow current and new customers of the bank to quickly apply for a consumer loan and not provide documents confirming employment and income.

The digital profile allows each citizen of Russia to gain access to the management of their own information from various sources, including the FIU, Rosreestr, the Ministry of Internal Affairs, etc. As of May 2020, it combines 21 types of information, in the near future their number will grow to 57. As part of a digital profile, a user of the Public services website can give and withdraw consent to the processing of his personal data and find out what information was requested about him by government agencies or companies. In the future, the digital profile will become a universal tool for remote interaction with government departments and companies, as well as allow transactions and signing documents for employment.

As of May 2020, new and existing customers, filling out an application for a loan on the Raiffeisen Bank website, can already log in through Public services and share data with the bank - the corresponding fields will be filled out automatically. At the same time, the client can increase the likelihood of loan approval by confirming his income using an automatically formed extract from the FIU. In the future, the user will decide for himself. In order to use the service, you must have a confirmed account on the Public services portal.

In order to give customers more freedom in choosing ways to authorize and receive banking services, Raiffeisen Bank developed a special secure gateway for interacting with Digital Profile services and integrated it into its information systems. The development was carried out with the support of the FinTech Association, which, within the framework of the working group on the digital profile, coordinated the interaction of banks with government agencies involved in the implementation of the project.

"Raiffeisen Bank is actively investing in the development of products and services that are available to customers remotely. The Digital Profile Integration Project is one example of how technology makes it easier for each of us to live financially, " noted' Nikita Shvetsov, Head of the Information Technology Directorate of Raiffeisen Bank '

"The FinTech Association is a platform for discussing and developing advanced technologies in. Russia On its basis, key financial market participants Bank of Russia have developed a digital profile concept approved at the government level. Convenient, safe and fast data exchange between citizens, the state and business will make it possible to transfer more and more services online. The FinTech Association as a technological trendsetter of Russia sees great prospects for the development of the Digital Profile project. At the next stage insurance , companies will connect to it, which will allow their customers to quickly and simply issue policies MTPL and casco, " noted' Tatyana Zharkova, General Director of the FinTeh Association

The bank's future plans include expanding the available types of information from the digital profile provided with the consent of the client to receive products in all online service channels.

TAdviser interview with Chief information officer Nikita Shvetsov

In April 2020, in an interview with TAdviser CIO Raiffeisen Bank Nikita Shvetsov , he told why he Raiffeisen Bank tripled the number of IT specialists, what difficulties he faced and how he borrows the engineering practices of leading technology companies. Read more here.

Training Alice to call a virtual assistant Raiffeisen Bank

On April 2, 2020, Raiffeisen Bank"" announced that users of the services Yandex"" can find out about Raiffeisen Bank products, pick up credit card and leave a request for a manager's call by bank simply talking to "." Alice More. here

Launch Scrum-Bootcamp Scrum Wizard Project

Raiffeisen Bank on February 28, 2020 announced the launch of the Scrum-Bootcamp scrum master training project. In three months, participants will study Scrum theory and will receive practice, pass international certification exams, and then be able to work as scrum masters in bank teams.

The bootcamp program combines theory and practice: two days a week will be devoted to trainings and master classes, the remaining three days the participants will work as scrum masters in product teams under the supervision of mentors.

The training is provided by Raiffeisen Bank experts, as well as invited coaches in Scrum, LeSS, coaching and facilitation. In addition to the basics of Scrum, participants will explore a set of different flexible methodologies, including eXtreme Programming. The program will be completed by professional certification according to international Scrum standards.

In 2018, Raiffeisebank began the Agile transformation, choosing LeSS as the main framework. During this time, the organizational structure of the bank was completely rebuilt. As of February 2020, we have more than 100 autonomous self-organizing development teams. Many of them have been working successfully in the Scrum/LeSS framework for a long time, others are just starting. I think the secret of success is that from the very beginning we adhere to the values ​ ​ of the Agile manifesto and the Scrum/LeSS rules, without rewriting them for ourselves. We are responsible for the introduction of flexible practices and also responsibly train the generation of specialists with whom we want to continue our path. To become the most effective scrum master, you need not only to share the values ​ ​ of Agile/Scrum and have an excellent understanding of the frameworks, but also to understand the business well, have teamwork experience, and have leadership qualities. Therefore, in 2020, we made a focus on experienced specialists. We created Scrum-Bootcamp as an opportunity in comfortable conditions to get a profession that is not yet taught at any university, noted the head of the department for the development of flexible practices of Raiffeisen Bank Anton Bevzyuk

Raiffeisen Bank have been conduct scrum master training programs since 2017. As of February 2020, there are more than 40 flexible practitioners in the state, each working with one or more development teams.

Buying a short domain name raif.ru

The official website of Raiffeisen Bank can now be accessed by the short domain name raif.ru (Raiffeisenbank/Raiffeisen/Raif). This will simplify the interaction of customers with the bank and provide even more comfortable access to digital channels. The bank announced this on February 28, 2020.

The domain started working on the eve of the launch of the next product, the concept of which also requires the ease and simplicity of any communications with the bank.

The classic concept of a bank has evolved over the past few years. Thanks to the rapid development of financial technologies, banks began to be perceived as technology companies with much broader capabilities than the bank in the classical sense. For this reason, many market participants get rid of the word "bank" in brand names. We do not build an ecosystem, even though its individual elements are part of the strategy, we focus on the convenience and simplicity of our financial products, services and channels, said Vitaliy Lavrinets, Head of Retail Digital Platform Development at Raiffeisen Bank

About 15% of the traffic on the official raiffeisen.ru website is direct traffic, that is, clients drive the domain name into the address bar. browser Reducing the domain to a four-digit Raif.ru will facilitate the path of clients to the site, as well as eliminate numerous spelling errors.

Raiffeisen Bank strives to make products, services and channels of interaction with the bank simple and convenient so that it is easy to manage finances. This formula formed the basis of the concept of the product, which Raiffeisen Bank will soon present to the market. The emerging domain best reflects our approach to customer interaction, added Maxim Stepochkin, Head of Non-Credit Products at Raiffeisen Bank

Appointment of Sergey Melnikov to the position of CTO of Corporate Investment Directorate products

Sergey Melnikov was appointed head of the business technology department (CTO, Chief Technology Officer) of the products of the corporate investment directorate (CIB) of Raiffeisen Bank. The bank announced this on February 27, 2020. Read more here.

2019

Raiffeisen Bank issues more than half of its loans online

From January to December 2019, the share of consumer credits issued online tripled to 55%. This was Raiffeisen Bank announced on March 4, 2020. TAdviser The opportunity to get a loan from Raiffeisen Bank without visiting the department or meeting with a representative bank has existed since 2017.

File:Райффайзенбанк2.jpg

{{quote 'author = shared Ivan Karpov, Head of Digital Lending Development at Raiffeisen Bank' We strive to improve our service so that customers can easily and easily get money to solve their personal problems. Mobile technologies are a driver for the development of remote lending. If earlier it was considered an achievement simply to get approval of the application online, now in a matter of minutes without a visit to the department you can carry out the entire transaction, }}

At the end of 2019, customers did Raiffeisen Bank leave more than 70% of applications for loans online: in secure chats on social networks and instant messengers, through large marketplaces, on the website or in the Raiffeisen-Online mobile application. Almost 15% of applications for credit products came from cities without physical offices of the bank.

The geography of Raiffeisen Bank digital presence covers more than 100 settlements throughout the country as of March 2020. You can apply for a loan or credit card and get approval in two minutes on the website or in the Raiffeisen-Online mobile application. The representative of the bank promptly agrees on the date of delivery of documents and cards.

Launch a virtual assistant in the bank's chat channels

December 12, 2019 Raiffeisen Bank announced the launch of a virtual assistant based on (machine learning ML) in chat channels:,, bank, in WhatsApp Telegram- and Viber Internet mobile bank, on the bank's website for individuals and small and micro-businesses. At first, the chat will answer customer questions that do not require. identifications

The popularity of remote communication channels between clients and the bank is growing, and as of December 2019, we receive more than 35% of calls through chat, we expect that this share will already be 50% by the end of 2021. The virtual assistant, according to our calculations, will increase the efficiency of non-voice communication channels by 40% by the end of 2021, told Ilya Shchirov, Lead Project Manager of Raiffeisenbank Customer Remoting Department

Individuals and small businesses can communicate with a chatbot. He knows how to answer questions if they do not require the identification of the client and access to the products that he uses in Raiffeisen Bank. For example, you can find out the location of the nearest ATM, current exchange rates, conditions for obtaining loans, information about the products that are in the bank, how to order a certificate, etc.

The virtual assistant learns to correctly answer the most common questions of our customers and understand when the dialogue should be transferred to the operator to solve more specific problems. To do this, we analyze large volumes of dialogues between our clients and operators and highlight specific examples of questions from them. These examples pass through a complex pipeline of text preprocessing involving neural networks. To avoid awkward situations, the chatbot will be able to respond only with the answers that our analysts will prepare for it, explains Anton Gavrilov, Senior Data Analyst, Customer Remoting Raiffeisen Bank

In 2020, the virtual assistant will answer personalized questions, and will also be able to talk on distracted topics.

Chatbot - own solution created by the development team, date of Scientists, testers and analysts Raiffeisen Bank using the most modern technologies and programming languages ​ ​ (Python 3). Work on the MVP began in October 2019.

In the process of creating the chatbot architecture, we were guided by the principles of the Twelve-Factor App, which provides maximum flexibility in development, the ability to continuously deploy and scale, added Denis Anikin, Head of Virtual Assistant Development, Raiffeisen Bank

Throughout 2020, the chatbot will learn to cope well with customer appeals, including personalized ones - on accounts, cards, credit and other products opened at Raiffeisen Bank, as well as maintain a dialogue on distracted topics. The character that will be formed during the training over the next few months will allow you to choose the most suitable name and image for the virtual assistant.

Agreement on the conversion of the industrial building to an office for the Omsk IT division

On November 13, 2019, the Raiff eisen Bank announced that it had signed an agreement in Omsk with TechnoPark-Omsk LLC on a long-term lease and large-scale renovation of the building on ul. Herzen, 48/4, which is located on the territory of the Omsk Aggregate Plant.

The bank plans to use a separate building with an area of ​ ​ more than 4000 sq.m. to accommodate the Omsk IT division - Raiffeisen TechCenter (RTC). The deal for the conversion of an industrial building for a modern office of an area of ​ ​ this scale is one of the largest on the Russian market in 2019, the bank noted.

In four years, RTC has grown tenfold, from 30 to 300 + employees. And over the past year, the staff has increased by a third. The rapid development of our center and the bank's increasing focus on the development of digital sales channels led us to the decision to create our own spacious and modern office. The emergence of such a space will solve the problem of organizing comfortable working areas and regular IT schools. Over the past few years, we have held more than five specialized schools, as a result of which most of the graduates joined the RTC team, - said Yuri Lapshikov, head of the Raiffeisen Bank Information Technology Development and Support Center.

Under the terms of the agreement, the building will be overhauled, modern working zones have been created that meet the specifics of the bank's IT divisions. The key task is flexibility and zoning of space, which are necessary for the operation of Agile commands. The reconstruction and finishing project involves compliance with the latest European standards in the field of green office, energy efficiency and environmental friendliness.

The office will be located in the Central District of the city, near with several transport stops. The territory of the former plant, where the bank's office will be located, is actively transforming and becoming the center of the city's business life. The exterior of the building is planned to be preserved, which corresponds to modern views on design and careful preservation of history. Open internal spaces, a large glazing area and high ceilings allow you to develop interiors completely from scratch, for tasks and bank teams are needed.

CNews AWARDS in the category "Innovative development of digital channels for attracting customers"

Raiffeisen Bank won the CNews Awards 2019 in the nomination "Innovative Development of Digital Channels for Attracting Customers." In 2019, Raiffeisen Bank introduced a new convenient way to apply for a consumer loan - using bots in popular instant messengers and social networks.

"We are constantly striving to make customer interactions with the bank easier and will continue to improve the convenience of service so that customers can make transactions, issue products and services where they are comfortable, and when they are comfortable," said Ivan Karpov, head of digital lending development at Raiffeisen Bank.

The CNews AWARDS have been presented since 2007. Its laureates are companies that have offered the brightest and most socially significant projects that have influenced the IT and telecommunications market in Russia.

Launch Voice Analytics in Contact Center

On October 11, 2019, the Raiff eisen Bank announced that it, together with the Center for Speech Technologies, was launching speech analytics at a contact center. The development is expected to improve the quality of service and reduce additional costs. Read more here.

Increase IT workforce to 1,500

On September 27, 2019, Raiffeisen Bank announced the completion of the formation of the IT management team. One of the key changes was the emergence of Chief Technical Officers (CTO) in each of the four business domains of the bank, whose team was formed by the third quarter of 2019. As part of the technological transformation, the total number of IT professionals since 2016 has tripled to 1,500.

The Bank revised the vector of technological development towards flexible practices in 2016-2017, this led to a reorganization and rethinking of the process of working on products. As a result, independent cross-functional teams working in the LeSS (Large Scaled Scrum) framework were formed around the products. This led to the emergence of a number of new roles for the bank in teams: product owner, Tech Lead, scrum masters.

Raiffeisen Bank is a universal bank that provides a full range of services to private customers, small and corporate businesses, a wide range of bank products are developed and supported on various technological platforms.

CTOs of each of the four domains: retail and small businesses, corporate and investment businesses, risk management and financial management, operating activities - control the technical component of work on products, channels, services and platforms.

{{quote 'author = says Vladimir Khimanych, Head of Human Resources at Raiffeisen Bank' The management structure, like the whole company, should be flexible and be able to change along with the needs of the business in response to market challenges. Over the past few years, we have been "building IT muscle": we have tripled the number of IT specialists, taking in the experience of other industries, hiring, including for managerial positions, people not from the banking business, }}

Raiffeisen Bank understands technological transformation as a priority development in the following areas: the transition to flexible practices in working on products, which allows the bank to quickly bring them to the market, as well as work more efficiently in conditions of uncertainty; strengthening the direction of research on modern technologies with an emphasis on those that meet business needs; Rapid implementation of innovative solutions in business processes focus on decision-making based on, data which includes building an appropriate infrastructure and improving data quality.

{{quote 'author = commented Sergey Rogachev, expert in Agile transformation of large companies, managing partner and Agile coach of ScrumTrek (Scramtrek)|IT company with a banking license is the ultimate goal of technological transformations of banks. Digital channels are a key business priority, so initially outsourcing development is transferred inside. I encounter them in client work and see them in the statistics of the annual open-label study "Agile in Russia," conducted by ScrumTrek for 3 years. The key goal of the financial industry is to align business and development. Ambitious companies after a year of Agile experiments finally decide to change the entire organization: to optimize the organizational structure along the creation of value to customers, including the restructuring of HR processes, budgeting, procurement, etc., }}

IT team expansion in Omsk

On August 29, 2019, Raiffeisen Bank announced the opening of a site for employees of its IT hub in Omsk. Two floors in a business center with a total area of ​ ​ about 1000 m2, located at ul. Zhukova, 74/2. It will accommodate about 100 IT specialists, at the end of August 2019, the first 40 of them celebrate housewarming.

The expansion of space is associated with the growth of the Omsk IT team. Over the four years of its existence, it has increased by more than 10 times, starting with 30 people. In addition, RTC actively attracts interns to educational programs in various IT areas. As a result of training, an average of 80% of interns go to the staff of the company. In the last calendar year, there were almost 30 such people.

The open platform will provide additional space for student educational programs and trainings for employees, as well as open professional events for IT specialists of the city - RTC Meetups.

We want to change faster as a bank and do even more for our customers. And for this we need people. There are many talented specialists in Omsk with whom it is interesting to work, and we want to invest in their development. We are happy to exchange experience with colleagues from other companies and organize educational events - for us this is an investment in the future, from which the whole region benefits,

As of August 2019, the Omsk team of Raiffeisen Bank is distributed across three back offices and three operating departments, the total number of employees in the city is 392 people.

Opening an IT office in Moscow

On August 15, 2019, Raiffeisen Bank announced the signing of an agreement with Etalon Group on the construction of an office center on the territory of the Nagatino I-Land business park. The 16-storey building with an area of ​ ​ 34,000 square meters. m. The bank plans to use to accommodate the growing IT division and product cross-component teams. The deal was consulted by JLL.

In two years, the number of IT specialists in the bank has tripled, from 500 people to 1.5 thousand. Strengthening the IT division, attracting talented specialists is an important part of the bank's transformation strategy,

The building will be built in a built-to-suit format to meet the individual needs of the company as much as possible. The space will be created with the expectation of flexibility in its use and taking into account the needs of the bank's teams. The design of the building will use modern environmental solutions, the office will meet high standards of energy efficiency.

The second building on the territory of the Nagatino i-Land business park will allow us to expand the area without the need to geographically separate the bank team,

The office will be located a short walk from the Technopark metro station. The Nagatino I-Land business park is adjacent to the territory of the former ZIL plant. In the coming years, this space will face great development. There is active construction of residential and commercial real estate, as well as social and transport infrastructure, which makes the area even more attractive for long-term investment.

2018 showed a growing demand for high-quality office real estate amid supply shortages. We took this into account in the company's strategy, starting negotiations with large financial institutions interested in developing their business. The built-to-suit Raiffeisen Bank transaction is optimal for solving the problems of expansion and growth of the financial institution,

In the context of a shortage in the office real estate market, future projects are the only opportunity for large companies to meet the needs of an emerging business, while classic built-to-suit transactions have not yet been concluded in the office market. We are pleased to announce the signing of such a contract, which, in our opinion, will begin a different trend in the market. Nagatino I-Land is a recognized banking cluster on an office card, and Moscow for Raiffeisen Bank this transaction represents a profitable real estate investment that will grow steadily in price as the 'ZIL Peninsula' develops.

Contact Center Infrastructure Upgrade

On August 13, 2019 Avaya , she announced that she CROC had jointly implemented a project to modernize infrastructure. As contact center Raiffeisen Bank part of the project, Avaya and CROC specialists created bank Kolomna an additional remote site for 210 operators for a branch in the city, fully integrated into a single infrastructure. More. here

Development of remote lending in cities without branches

Raiffeisen Bank on August 1, 2019 announced the summing up of the first results of the work of a fully remote model of servicing individuals in the direction of credit products in cities where there are no bank branches. For seven months, the number of applications for loans and credit cards in these cities exceeded 100 thousand.

The bank began to actively lend to individuals in cities Russia where there are no bank branches at the beginning of 2019. You can apply through the site,, in mobile application, chat boat and. messengers Telegram Viber Vkontakte The preliminary decision on the application will come in 1-2 minutes, and within an hour the manager will contact the client to clarify the details.

As TAdviser in Raiffeisen Bank explained, the client receives money for a bank card, which the courier brings along with documents for signing. The loan is serviced through a mobile application. You do not need to go to the bank to make payments. To do this, a mobile application and a card-to-card transfer service are used.

We strive to ensure that customers can perform transactions, issue products and services where they are comfortable. Remote service helps the bank expand its geography of presence without opening new branches, - commented Ivan Karpov, head of digital lending development.

Appointment of Chief IT Architect

On July 8, 2019, Raiffeisen Bank reported that Sergei Romakhin took the position of chief IT architect, which is directly subordinate to the head of the information technology directorate Nikita Shvetsov. Read more here.

Expanding the Small Business ATM Network

Raiffeisen Bank and Rosbank on June 28, 2019 announced the launch of a cash deposit service for small and micro-businesses. Now customers will Raiffeisen Bank be able to deposit funds on the business card through the network of devices of the partner bank.

Thanks to the service, entrepreneurs can contribute funds to a business card in more than 9,500 ATMs throughout Russia. Among the partner banks are also Moscow Credit Bank and Gazprombank.

It is very important for us that entrepreneurs who are serviced remotely in the bank are also easy and convenient to manage finances, as well as customers in cities with branches. We are expanding the network of ATMs through partnership with other banks to make it easier to deposit cash into the account, - commented Denis Skokov, head of the small business department.

This service is paid, the commission is 0.95% of the replenishment amount, there is no minimum commission. Partner banks do not charge additional fees. The addresses of ATMs of partner banks can be clarified on the website raiffeisen.ru.

Agreement with Mastercard on the development of the Cash with Purchase service

Raiffeisen Bank and Mastercard on June 6, 2019 signed an agreement on the development of a cash withdrawal service when paying for purchases at cash desks in trade and service enterprises. The document was signed by a member of the board of Raiffeisen Bank Nikita Patrakhin and the head of Mastercard in Russia Alexei Malinovsky. Read more here.

Appointment of Georgy Konnov as Head of E-Commerce

In May 2019, Georgy Konnov moved to Raiffeisen Bank as head of e-commerce in the management of corporate and investment banking products. Konnov is tasked with introducing and developing new client services and technologies, as well as supporting existing areas mainly in the areas of e-commerce, including acquiring and collection.

​Obmenyatsya documents with Raiffeisen Bank and you can sign them online

Raiffeisen Bank expands the possibilities of communication channels with the client by implementing the function of exchanging documents with a digital signature. From the end of May 2019, customers will be able to exchange investments with the bank and sign documents online, there is no need to go to the branch.

Digitally signed document exchange

A bank employee begins the correspondence. He can request documents from the client or send them documents for familiarization and signature. For example, a client can sign and send to the bank online:

• documents confirming income for lending purposes;
• documents for opening stock savings accounts or connecting a premium package of services;
• supporting documents for making payments requiring currency control;
• consent to the bank receiving information from the Credit History Bureau;
• application for investigation, modification or cancellation of payments;
• updated personal data, including passport data;
• and more.

If the correspondence has already begun, you can join it at any time. Notification of receiving a new message from a bank employee will come in the form of Push.

Digital Confirmation Code

Customers can confirm their consent to the text of the document received from the bank using a digital signature - a unique digital confirmation code that will come in the form of SMS or Push. For example, this way you can confirm the authenticity of passport scans, sign consent to the processing of personal data or consent for the Credit Bureau.

"The ability to exchange documents with the bank and sign using the confirmation code online and in real time, firstly, saves the time of our clients to communicate with the bank, and secondly, reduces the time for decision-making. We have implemented this opportunity in Raiffeisen-Online mobile and Internet bank, because more and more of our clients prefer this communication channel to the rest, "explained Varvara Kournikova, head of the e-business development department.

Equipping NFC readers with all ATMs

April 24, 2019 Raiffeisen Bank announced the equipment of all - ATMs NFC readers for contactless withdrawal and cash deposit until the end of 2019. This is about 2,000 devices in all regions of the bank's presence. You can withdraw and deposit money both maps payment systems Visa with contactless and with Mastercard the help of smartphones ,,. Apple Pay Samsung Wallet (formerly Samsung Pay) Google Pay

According to a survey conducted by the bank, 60% of customers preferred this method of using ATMs, calling it the most convenient of all:

• standard,
• using face recognition technology,
• QR code.

We expect more than 50% of our customers will regularly use NFC to withdraw and deposit cash at our ATMs. This is convenient and fast: there is no longer a need to carry a plastic card with you, and the time of the operation to withdraw or deposit cash is reduced by an average of 15 seconds.

The equipment will be phased throughout 2019. You can define the ATM by the screen saver and the PayPass/PayWave icon on the device. It will also soon be possible to find ATMs equipped with an NFC reader on a map on the bank's website and in the Raiffeisen-Online mobile application.

Evgenia Ovchinnikova will head the center for technological research and digital innovation Raiffeisen Bank

On March 6, 2019, Raiffeisen Bank informed TAdviser about the appointment of Evgenia Ovchinnikova, who has been working in the information technology industry for more than seven years, as head of the technology research and digital innovation department. The division is the center of competence of the Raiffeisen Bank on innovative technologies in the financial sector and is responsible for the research, testing and implementation of promising technological solutions by the bank's internal resources or with the involvement of Russian and foreign fintech startups. Read more here.

2018

Failure of IT systems throughout Russia

On April 20, 2018, Raiffeisen Bank networks experienced a failure throughout Russia. The problems began at about 8:00 Moscow time. The bank itself acknowledged the problem and published the following message: "Dear customers! Now there is a temporary technical malfunction of the bank's systems, and therefore many services are unavailable. Our specialists are actively working to restore systems as soon as possible. We sincerely apologize for the inconvenience^[2].

Netizens associated the failure with the actions of Roskomnadzor to block. messenger Telegram However Raiffeisen Bank , he posted on the social network Twitter a refutation of these assumptions: "RKN is not connected with the events of this morning. The failure occurred on our side: (, "the bank wrote. It is noteworthy that users Internet expressed distrust of this statement in the comments and continued to blame the incident on. Roskomnadzor

In addition to residents Moscow , a number of regional Internet resources reported problems with Raiffeisen Bank systems. For example, residents Samara not only cannot carry out a transaction through the Raiffeisen-online application, but also cannot cash out money from Raiffeisen Bank cards at local ATMs belonging to both the bank itself and partners, the resource reports 63.ru.

CIO Raiffeisen Bank Andrei Popov - about IT strategy, Agile focus, DevOps and open source software in an interview with TAdviser

The head of the directorate, information technology a member of the board Raiffeisen Bank Andrei Popov in an interview with TAdviser in April 2018, spoke about the Agile bank's transformation and experiments with new technologies, including and, blockchain artificial intelligence managing the loading of money into ATMs. More. here

2017: Transfer of employees to the bank from a joint development center with Luxoft

At the end of 2017, Raiffeisen Bank transferred to its bank employees of the IT Development and Support Center, previously launched jointly with Luxoft in Omsk. Thus, technical support for the bank's key services, product development, and management of large-scale technological projects switched to insourcing in Raiffeisen Bank. In April 2018, Andrey Popov, head of the information technology directorate, member of the board of the Raiffeisen Bank, spoke about this in an interview with TAdviser.

The commercial terms of cooperation in the company were not disclosed.

From the very beginning, we developed the center as part of the bank - colleagues worked only on our projects, participated in all corporate events, worked in the values ​ ​ and goals of the bank. In addition to the partner center, we had our own IT division in Omsk - a technical support team that worked at the bank's site and served offices throughout the country, says Raiffeisen Bank, head of the information technology directorate.

According to Andrei Popov, in 2017, Raiffeisen Bank decided to unite these two teams, completed cooperation with a partner on mutually beneficial terms and invited the center's specialists to join the bank's staff.

We are very pleased with our joint experience with Luxoft and appreciate their help and support in developing the project. Now in Omsk we have more than 260 people, and there will be more. We continue to work with Luxoft, but on other projects, "he said.

Popov added that initially, when the center was launched in Raiffeisen Bank, they planned to transfer the project to the bank over time. After three years of successful cooperation with a partner, the bank is ripe to combine the center with its IT division in Omsk under one roof and engage in the project on its own.

Thanks to the professionalism and experience of partners, in the regional market we managed to assemble a strong team and build effective cross-territorial interaction with the Moscow office of the bank's IT department. In the current realities, taking into account the processes of Agile transformation, strengthening our IT employer brand in the region, the transfer of the team to the bank was a natural decision for which both we and the partner were ready, "says Andrei Popov.

2015: IT Solution Development Center opened in Omsk together with Luxoft

In March 2015, Raiffeisen Bank opened an IT solution development center in Omsk. At the initial stage, the function of the center will be to develop and test software for the development of a front-office system and a complex of remote banking systems, the development of a corporate data bus, as well as a block of payment and settlement systems. In the future, the set of functions on which the center will focus will be expanded, CNews reported in Raiffeisen Bank. The development of software development and testing in the regions is part of the bank's overall IT strategy, aimed, among other things, at optimizing internal processes^[3].

The partner of Raiffeisen Bank in creating the center was Luxoft, a software developer, including for the banking sector. At the moment, 30 specialists work in the IT solution development center. It is planned that by the end of 2015 the total number of employees will reach 120.

Raiffeisen Bank chose Omsk as the site for the center for developing IT solutions as one of the important economic centers of Siberia. In addition, the bank has been present in this city since 2006. Raiffeisen Bank sees the personnel potential in this region and considers its presence in Siberia from a strategic point of view.

2013: IT Strategy to 2016

The main areas of the IT strategy of 2013-2016. were to increase the stability of existing applications and increase the speed and efficiency of the implementation of new solutions, Olesya Rybalko, Head of the IT Transformation Management Department of Raiffeisen Bank, said at the TAdviser SummIT 2017 conference.

Among the main results of the strategy implementation:

• Created a support and development center in Omsk
• Formed a product matrix structure
• Service-oriented architecture (SOA) is used everywhere
• Implemented architectural tax for projects
• Improved the work of users (VDI, follow-me printing, FIM, Service Desk, etc.)
• Improved the stability of critical banking applications

All areas of IT strategy are tied to the cultural transformation of both IT and business teams.

Main focus

• Employee Development
• Internal communications

Continuous development, sharing of knowledge and experience

For the organization:

• Quickly validate and implement new IT and business solutions
• Reduces the risk of disrupting processes, stopping tasks, and losing unique knowledge

For employees:

• independently learn new things, develop their knowledge and skills;
• use current advanced technologies and tools in their work;
• are interested in the ongoing changes in the organization and in the industry;
• share their expertise;
• know the available infrastructure for testing new solutions;
• forming and performing FPI

know and understand:

• that the most significant element of training is work. Development occurs not only as a result of trainings, but primarily through independent study, exchange of experience with colleagues;
• how to undergo internal or external training;
• how to get to the external conference;
• about development tools: Academy of IT, meet-up, etc.

Managers:

• encourage when employees are learning new things;
• help employees learn new things, including tasks that require learning new things;
• reveal expert, unique knowledge in subordinates. Motivate employees to share this knowledge and encourage when employees share expertise

know and understand:

• that FPI is as important as setting goals

IT projects in Raiffeisen Bank

{{# ITProj: Raiffeisen Bank}}

Notes