BIDV and its journey of comprehensive transformation in retail banking operations.

Through the Retail and Service Transformation (RBT) project, a series of BIDV units not only changed their operational appearance but also set impressive business records, affirming the correctness of the "customer-centric" strategy.

The spirit of innovation began to spread from the enthusiastic Kick-off ceremonies at BIDV Bac Quang Binh in early November 2025. The resolute commitment from the leadership to every employee laid the foundation for a comprehensive modernization journey. Beyond mere commitment, the project's effectiveness was quickly demonstrated through its rapid implementation.

The Kick-off ceremony marked the beginning of the RBT conversion activities in Northern Quang Binh.

In Dak Nong , the branch made a strong impression by becoming the first of 42 branches to complete the project on December 1st, finishing two weeks ahead of schedule. Alongside stressful working hours, branch staff also wholeheartedly participated in sports activities and contributed to flood relief efforts, as BIDV Dak Nong did, spreading love with nearly 46 million VND.

The team leader strongly demonstrates their leadership role.

Similarly, BIDV Quang Nam officially concluded its implementation phase after just four weeks of effort, moving on to a new operational phase with a readiness for breakthroughs. The RBT project has brought about significant changes in the branch's operational model, sales mindset, customer interaction methods, and business efficiency. This is not just a project, but a crucial transformation towards a modern, flexible, and customer-centric BIDV.

BIDV Quang Nam officially concludes and successfully packages the Comprehensive Retail Banking Transformation Project.

The effectiveness of the RBT model is not only reflected in planning reports but has been realized through tangible results in business growth. At BIDV Binh Duong, in just 6 weeks of implementation with a "Dare to think - Dare to act" spirit, the branch recorded an increase of VND 950 billion in mobilized capital and a 318 billion VND increase in retail loan balances. This is not only an impressive result, but also represents a shift in sales mindset, an enhancement of customer experience, and the spread of the Retail Banking transformation spirit to every employee.

Summary of the 6-week journey in implementing the new RBT retail model at the Binh Duong branch.

Most impressive is the breakthrough at BIDV Ba Ria. As the unit implementing the second phase, this branch achieved remarkable results in October 2025 with investment product sales reaching over VND 1,855 billion and insurance sales reaching VND 1,430 billion. These achievements helped BIDV Ba Ria proudly win the Third Prize in the RBT Cup, affirming its leading position compared to other credit institutions in the area. The RBT model has brought a new lease of life; the specialization of service by segment along with the establishment of the first Priority Customer Department in Ba Ria has helped the branch create superior experiences and develop sustainable relationships with customers.

Summary report on the RBT model transformation activities at the Ba Ria branch.

The key to RBT's success at its branches lies in a radical shift in management and operational thinking. In addition, the application of technology has become a crucial leverage. In Dak Nong and Quang Nam, data-driven work habits supported by CRM tools, dashboards, and 360-degree customer insights have helped staff understand and serve customers more effectively. Quick morning meetings and breaking down business plans for daily monitoring have become routine, fostering discipline and transparency throughout the system.

More than just a business project, RBT is also a journey to build a cohesive and humane corporate culture. The completion of the project at various units is not the end point, but the beginning of a new chapter – where discipline, creativity, and innovation will continue to be the guiding principles for BIDV's retail banking system to conquer new goals in 2026.

Source: https://bidvinfo.com.vn/bidv-va-hanh-trinh-chuyen-doi-toan-dien-hoat-dong-ngan-hang-ban-le-10012814.html