PAN ASIA BANK
As digital transformation reshapes banking, technology has become a key driver of customer experience, operational resilience and innovation. Pan Asia Bank’s Chief Information Officer, Kanchana Devasurendra, shares how the bank is building a secure, future-ready digital ecosystem while delivering greater value to customers and stakeholders.
Q: Looking back over the past year, what have been the chief milestones in Pan Asia Bank’s digital transformation journey?
A: It has been a year of strong progress. We continued to accelerate our digital transformation by modernising core technology platforms, strengthening infrastructure and expanding automation across the bank. Our priority has been to build a technology ecosystem that is secure, resilient, and scalable while making banking simpler for customers and more efficient for employees.
We made significant progress in modernising our digital and infrastructure landscape while improving operational efficiency across the bank. Key milestones included the advancement of our digital transformation agenda, implementation of new customer centric digital solutions, automation of critical internal processes and major infrastructure modernisation initiatives aimed at strengthening scalability, resilience and security.
These initiatives were all aligned with our vision of building a future ready, technology driven bank.
Q: Pan Asia Bank has earned international recognition for its digital innovation. Which achievements stand out most and how have they benefited customers?
A: We are particularly proud of the recognition received for our homegrown digital solutions. Our FalconEye customer 360 platform won the platinum award for Maximising Customer Engagement at the Infosys Finacle Innovation Awards 2025 while RemitMax received the Channel Innovation award in 2026. FalconEye was also Gold Award winner in the category of Operations & Workforce Transformation at the Qorus Reinvention Awards APAC 2026.
These recognitions demonstrate that the bank is no longer simply adopting technology. We are actively using innovation to redefine customer engagement, improve decision making, and compete alongside leading local and regional financial institutions. They are a testament to the dedication, creativity and passion of our teams across the bank.
Technology has greatly enhanced customer convenience and transformed the way our customers interact with the bank. One notable example is our digital customer onboarding capability, which has reduced account opening times from between approximately 60 and 70 minutes to under 10 minutes, making Pan Asia Bank one of the fastest customer onboarding banks in the country, delivering a faster and more seamless customer experience.
Across the organisation, we have strategically leveraged automation and digital technologies to simplify processes, reduce turnaround times and eliminate operational inefficiencies. These initiatives not only enhance service delivery but also reinforce our commitment to providing customers with a modern, convenient and frictionless banking experience
Q: As digital banking grows, cybersecurity becomes increasingly important. How is Pan Asia Bank balancing innovation with security?
A: Innovation can only succeed if customers have complete confidence in the security of our systems. Cybersecurity therefore, remains one of our highest priorities.
We continue to invest in modern security infrastructure, governance frameworks and continuous monitoring. Our security operations centre provides round-the-clock monitoring, threat detection and incident response, helping us proactively identify and respond to emerging risks.
Another major milestone was successfully achieving ISO/IEC 27001:2022 certification, demonstrating that our information security practices meet internationally recognised standards.
Alongside continuous policy improvements, stronger authentication controls and regular vulnerability assessments, these initiatives enable us to deliver digital convenience without compromising security or customer trust.
Q: AI is reshaping banking worldwide. How is Pan Asia Bank embracing artificial intelligence and other emerging technologies?
A: AI is becoming an increasingly important part of modern banking, and we see tremendous potential in using it to enhance both customer experiences and operational efficiency.
Our focus is on leveraging artificial intelligence, advanced analytics and intelligent automation to improve decision making, personalise customer engagement and streamline internal operations. Better use of data allows us to understand customer needs more accurately, and deliver more relevant products and services.
At the same time, we continue investing in modern digital architecture, including hybrid cloud capabilities, AI enabled observability and enhanced business intelligence platforms. These technologies strengthen system performance while giving us the flexibility to innovate faster as customer expectations continue to evolve.
We are also implementing artificial intelligence and machine learning capabilities in automation, predictive analytics, intelligent customer engagement and operational optimisation.
Q: Digital transformation is about people as much as technology. How do you ensure innovation remains aligned with the bank’s long-term strategy?
A: Technology should never exist in isolation. Every investment we make is carefully aligned with the bank’s broader business strategy and evaluated based on customer value, operational efficiency, risk reduction and long-term sustainability.
Equally important are our people. We actively encourage a culture of collaboration, continuous learning and innovation across the organisation. Through training, leadership development and cross functional teamwork, we empower employees to embrace emerging technologies and contribute ideas that create measurable business value.
We also invest heavily in professional development, knowledge sharing, cross functional collaboration and exposure to emerging technologies. The success of our recent initiatives and industry recognitions reflects the commitment, expertise and innovation mindset of our team.
Q: Looking ahead, what can customers and stakeholders expect from Pan Asia Bank’s technology road map?
A: Digital banking will remain a central pillar of our growth strategy. Our focus extends beyond simply offering digital channels. We want to deliver more personalised, intelligent and value driven banking experiences.
Over the coming years, customers can expect greater personalised engagement using of AI, advanced analytics and automation, alongside continued investment in cloud technologies, infrastructure modernisation and cybersecurity. We will also continue introducing innovative digital products while strengthening platform resilience and operational efficiency.
At Pan Asia Bank, we are committed to building a future where technology empowers people, strengthens trust, enhances customer experiences and creates sustainable competitive advantage. Our journey is guided by a simple motive which is to combine innovation, resilience and customer centricity in everything we do.
To our customers, employees and stakeholders, I would say the future of banking is digital, intelligent and highly connected, and Pan Asia Bank is committed to being at the forefront of that future.
We will continue investing in technology, nurturing talent and embracing innovation to create a smarter, safer and more rewarding banking experience for everyone.
– Compiled by Indrajit Lankeshwara
CONTACT DETAILS
- Telephone: 4667222
- Email: customerservice@pabcbank.com
- Website: www.pabcbank.com
