ING auf dem Weg zur “Bank ohne Bankbilanz”

Von Ralf Keuper

Die niederländische ING befindet sich nach Aussage ihres Vorstandschefs, Ralph Hamers, auf dem Weg hin zu einer Bank ohne Bankbilanz.

In einem Interview mit The Banker beschreibt Hamers den Stilwandel vom savings model hin zum Primary Banking. Zentral für eine digitalisierte Bank sei, so Hamers weiter, die Primary Relationship mit dem Kunden.

Im Primary Banking nehme der Kunde die Bank als erste Anlaufstelle für alle seine finanziellen und darüber hinaus reichenden Bedürfnisse wahr, da die Bank in der Lage ist, sein Verhalten – in gewissem Umfang –  zu antizipieren. Schlüssel dafür ist u.a. die Zahlungsabwicklung, die wertvolle Informationen liefert, um mittels cross buy weitere Services anbieten zu können. Für diesen Mehrwert seien die Kunden auch bereit, Gebühren zu zahlen.

Parallel dazu arbeitet die Bank permanent an der Steigerung ihrer Effizienz. Die Effizienzgewinne werden laut Hamers dazu verwendet, in neue Produkte und Services zu investieren und die Kosten für die Neukundengewinnung aufzufangen.

In Deutschland sorgte die ING-DiBa in den letzten Wochen bei ihren Beschäftigten für Unruhe, als Planungen bekannt wurden, das Service Center von Hannover nach Nürnberg zu verlagern. Die Befürchtung, dies führe am Standort Hannover zu einem Verlust von 110 Stellen, wurde von der Konzernleitung dementiert (Viele Mitarbeiter der ING-Diba protestieren).

Nicht nur in Deutschland sorgt die Rationalisierung bzw. Digitalisierung dafür, dass Jobs verloren gehen, wie in A big Dutch bank is replacing 5,800 people with machines, at a cost of $2 billion zu erfahren ist:

ING plans to invest €800 million over the next five years on technology that will standardize its infrastructure, data, and other processes into “one digital banking platform.” Most of the job losses will be full-time staff in Belgium and the Netherlands, where risk management, finance, HR, and IT functions will be centralized. In Belgium, the number of ING branches will be cut to 650, from 1,200.

Mehr Umsatz, mehr Kunden – weniger Mitarbeiter.

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