SISTEM INFORMASI MANAJEMEN DALAM MENINGKATKAN LAYANAN PERBANKAN DIGITAL

Abstrak

Di era digital saat ini, otomatisasi menjadi tantangan besar bagi posisi frontliner di sektor perbankan, seperti teller dan customer service. Kekhawatiran terhadap dampak transformasi digital terhadap karyawan level operasional semakin mencuat. Inovasi teknologi seperti kecerdasan buatan (AI), robotika, dan big data diprediksi akan menggantikan berbagai pekerjaan rutin dan manual. Oleh karena itu, peran manusia dalam layanan langsung kepada nasabah semakin tergerus oleh mesin. Artikel ini mengkaji kemajuan teknologi keuangan dengan pendekatan deskriptif kualitatif terhadap sistem layanan perbankan yang sebelumnya berjalan secara konvensional. Data diperoleh melalui studi pustaka, wawancara, laporan berita, serta observasi langsung terhadap perkembangan fintech yang terus tumbuh pesat. Penelitian ini juga mempertimbangkan ketentuan yang dikeluarkan oleh Bank Indonesia dan Otoritas Jasa Keuangan. Setiap lembaga perbankan berlomba-lomba menghadirkan produk digital yang inovatif dan canggih, contohnya Bank BCA yang konsisten meluncurkan layanan digital terdepan seperti BCA Mobile, MyBCA, KlikBCA Individu, KlikBCA Bisnis, Halo BCA, hingga E-Cabang. Transformasi digital memperkuat fungsi front office dengan memungkinkan sebagian layanan dijalankan secara mandiri oleh nasabah melalui platform digital. Langkah ini turut mendorong percepatan pertumbuhan industri perbankan.

In today’s digital era, automation is a major challenge for frontline positions in the banking sector, such as tellers and customer service. Concerns about the impact of digital transformation on operational-level employees are increasingly emerging. Technological innovations such as artificial intelligence (AI), robotics, and big data are predicted to replace various routine and manual jobs. Therefore, the role of humans in direct customer service is increasingly being eroded by machines. This article examines the progress of financial technology with a qualitative descriptive approach to the banking service system that previously ran conventionally. Data were obtained through literature studies, interviews, news reports, and direct observation of the development of fintech which continues to grow rapidly. This study also considers the provisions issued by Bank Indonesia and the Financial Services Authority. Every banking institution is competing to present innovative and sophisticated digital products, for example Bank BCA which consistently launches leading digital services such as BCA Mobile, MyBCA, KlikBCA Individu, KlikBCA Bisnis, Halo BCA, and E-Cabang. Digital transformation strengthens the front office function by allowing some services to be run independently by customers through a digital platform. This step also drives the acceleration of the growth of the banking industry.