RHB Bank Berhad bags accolade at Malaysia Technology Excellence Awards 2025

The banking company was recognised for transforming operations with its Robotics Process Automation (RPA).

RHB Banking was lauded at the Malaysia Technology Excellence Awards 2025 with Automation - Banking category after its Intelligence Process Automation (IPA) team has modernised operations and improved efficiency through the implementation of Robotics Process Automation (RPA).

A quote from the RHB’s Group Chief Operations Officer, David Chong, underscores the strategic importance of this achievement: “The recognition at the Malaysia Technology Excellence Awards 2025 underscores RHB’s unwavering commitment to innovation and operational excellence. By integrating Robotics Process Automation (RPA) across our services, we've not only enhanced efficiency but also significantly improved the customer experience. This accolade reflects the dedication of our team and our continuous pursuit of technological advancement to better serve our clients.”

To overcome these obstacles of manual, repetitive processes and high error rates that were slowing growth and affecting customer service, RHB implemented RPA in three key phases: process identification and assessment, RPA development and testing, and deployment and continuous improvement.

The team first identified tasks that were time-consuming and repetitive, thoroughly reviewing each process to determine which ones could be automated. Once suitable processes were identified, RHB’s RPA team developed customised bots using UiPath. These bots were thoroughly tested to ensure they integrated smoothly and provided accurate results. Finally, automation was deployed in phases to reduce disruptions, with continuous monitoring and optimisation. Feedback from process owners also helped refine the bots as new scenarios arose.

The strategic RPA implementation brought significant results. It helps automate key functions throughout the organisation, with a total of 75 RPA bots currently running over 80 processes across more than 10 different business units.

The automation has led to faster, more consistent service and digitalised experience, where the automation, through one of the implementations, provided customers the option to receive trade advice digitally through their emails rather than the conventional snail mail. These advancements lead to significant turnaround time improvements of at least 1 workday, improving internal and external customer experiences. The overall implementation of automation had also received outstanding audit and compliance reviews, reinforcing the system’s integrity.

Moreover, no operational losses have been recorded due to bot implementation, and the team had delivered 29 new implementations in the year 2024 delivering FTE savings/ avoidance of 46 FTE whilst the RPA system has maintained an impressive uptime of 99.96% with a utilisation rate of 64.44%.

The average time to deliver an end-to-end solution is just 2 months, with an additional month of quality control to ensure reliable results. Looking ahead, RHB is focussed on expanding its automation by driving high-value processes through the integration of advanced technologies in the likes of AI and machine learning to enable advanced decision-making.

The success of this initiative is a testament to the collaborative efforts of the IPA Team and all RHB staff involved. Their expertise, dedication and innovative approach were critical in ensuring the smooth implementation of RPA. This achievement highlights the significance of teamwork and the collective drive for excellence.

The implementation of RPA at RHB Bank is a success, as it transformed the way the bank operates and also set new standards for digital transformation. 

Malaysia Technology Excellence Awards recognises the influential change-makers, visionaries, and trailblazers who shape the technology landscape in Malaysia through technological innovation and digital transformation.

The Malaysia Technology Excellence Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2026 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Danica Avila at [email protected].