The Celent Model Bank Awards, held annually since 2008, are one of the most prestigious awards in global financial and banking sectors. They recognize organizations that have implemented technology initiatives with practical value, helping enterprises continuously improve their business operations to achieve superior performance.
The awards highly value the optimization of processes, cost efficiency, increased productivity, and balancing all aspects of an organization through technology to deliver value to customers and stakeholders. In 2025, hundreds of banks and financial institutions from various regions, including North America, Europe, Japan, Singapore, South Korea, the Middle East, and Australia, participated in the nominations. Techcombank proudly became the first Vietnamese representative to be honored in the “Operational Excellence” category.
This achievement showcases the capability of Vietnamese banks to stand shoulder to shoulder with prominent financial institutions globally in mastering technology processes to maximize business efficiency and operational performance.
The judging panel was particularly impressed with the “Human & Bot Collaboration Center” model, a joint initiative between Techcombank and Akabot of the FPT Group. Celent acknowledged Techcombank’s pioneering efforts in digitizing operations through the implementation of robotic process automation (RPA). The robots function as “virtual employees,” mimicking human operations without requiring deep intervention in the source code or database, which not many financial institutions in Vietnam have been able to implement synchronously at this point.
After three years of operation, the RPA project at Techcombank has accelerated comprehensive digitization, increased data processing speed with large volumes and near-absolute accuracy, and allowed employees to focus on strategic activities, skill improvement, and self-enhancement by streamlining mundane tasks.
Sharing about the journey to winning this prestigious Celent award, Mr. Nguyen Anh Tuan, Director of Techcombank’s Technology Block, said, “As the only representative of Vietnam to be honored, we have proven our efforts to maintain a “smooth-running technology machine” throughout the bank. Based on this foundation, we transitioned to the “acceleration” phase in 2024, demonstrating our commitment to continuously improving efficiency and optimizing operations.”
Mr. Nguyen Anh Tuan, Director of Techcombank’s Technology Block.
Techcombank’s success in winning the prestigious Celent award over hundreds of candidates from developed markets such as the US, UK, Singapore, and Japan, is attributed to its successful establishment of the “Human & Bot Collaboration Center” model with the RPA project. Instead of viewing robots as a replacement for humans, Techcombank designed a hybrid workforce model where employees and robots work together. Robots handle repetitive tasks (reconciliation, card processing, data checking, etc.) with high speed and accuracy, while employees supervise, fine-tune, improve processes, and focus on more strategic and creative tasks.
As a result, from 2022 to 2024, this model freed up more than 586,000 hours of internal labor, saved over VND 20 billion in personnel costs, and contributed to optimizing human resource policies by transforming employees’ roles instead of reducing their jobs. The Engagement Survey (EES) and Pulse Survey periodically conducted at the bank showed that the bank’s engagement rate in 2024 reached 84%, an increase of 2% compared to 2023, and a remarkable 94% of employees are proud to work for Techcombank.
This is truly important as it motivates and fosters a creative working spirit throughout the system. “Automation is not a threat but an opportunity. At Techcombank, we do not remove people from the process, but we believe that the combination of technology and humans is the formula for making a difference. Robots do not replace employees but become companions, helping them maximize their capabilities and value.” Mr. Nguyen Anh Tuan further shared.
As of the end of 2024, through the “Digital to the Core” strategy, Techcombank has implemented numerous initiatives to improve performance and service quality. The bank has automated over 100 processes across 11 business blocks, including Finance, Risk, Card Services, etc., achieving up to 99% automation in the implemented processes, while simultaneously processing millions of transactions within 15-20 minutes, increasing operational scale by 30-50% without a corresponding increase in personnel.
As a result, Techcombank saved $4 billion in 2024, leading the market in “Advanced Cost Optimization” with a score of 55%, surpassing the 50% reference of large banks in ASEAN. It also achieved a 200% annual growth rate in the number of automated processes.
Not only was it honored at the Celent Model Bank 2025, but the RPA project was also recently recognized with the Best Automation Technology Initiative in Asia Pacific award by The Asian Banker. Additionally, the Technology Block proudly received two other significant awards: Best Digital Infrastructure and Architecture Initiative in Asia Pacific and Best KYC & Customer Onboarding Technology Initiative in Vietnam. These accolades not only affirm Techcombank’s internal capabilities and strategic vision but also inspire the financial-technology ecosystem in Vietnam to reach out to the world.
Techcombank, or the Vietnam Technological and Commercial Joint Stock Bank, is currently one of the largest joint-stock banks in Vietnam and a leading bank in Asia with a vision to transform the financial industry and elevate the quality of life. Techcombank pursues a customer-centric strategy by providing retail and corporate banking solutions and services to empower its customers financially.
Techcombank currently serves over 15 million individual and corporate customers through its digital banking platform and mobile banking application, as well as an extensive network of branches and transaction offices across the country.
Techcombank’s ecosystem approach, implemented across various economic sectors with partners, continues to set it apart in one of the world’s fastest-growing economies. Techcombank has been assigned a long-term local and foreign currency counterparty credit rating of AA- and Ba3 by FiinRatings and Moody’s, respectively. It has also been assigned a BB- rating by S&P, the highest among Vietnam’s joint-stock commercial banks.
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