PETALING JAYA: Malayan Banking Bhd
(Maybank) has entered into a five-year strategic agreement with US software company to scale its regional resilience operations centre spanning Malaysia, Singapore and Indonesia.
In a joint statement, Maybank said the initiative “enables one, integrated operational view to banking with a more predictive approach to manage secure, reliable and always-on banking services for customers,” as part of the bank’s ongoing transformation under ROAR30.
“By combining operational data, service context, artificial intelligence (AI) and analytics, Maybank will strengthen its ability to anticipate potential operational risks, identify emerging patterns and optimise service performance across its regional footprint before customer experience is impacted.
“The ServiceNow AI Platform will enable teams to make more informed decisions with one, integrated view across applications, infrastructure, technology assets and service dependencies with its Super Intelligence Control Tower – including technology service management, operational monitoring, asset visibility, workflow automation and AI-driven operational intelligence.”
Maybank said the rollout will begin in Malaysia and Singapore before expanding to Indonesia over the course of the five-year programme.
It noted that connected, digital banking relies on real-time operational resilience foundations to deliver the best results for customers. “For Maybank’s retail, small and medium enterprises (SMEs) and corporate divisions, the initiative represents a continued investment in the technology foundations that support secure, dependable and seamless banking experiences.”
Alongside the technology rollout, Maybank said it will establish an internal Centre of Excellence (CoE), supported by ServiceNow University, to build expertise in platform engineering, automation and AI.
“The CoE will help to accelerate adoption of emerging capabilities, support continuous improvement across technology operations and create opportunities for employees to focus on higher-value innovation and service enhancement activities.
“In addition, Maybank will participate in ServiceNow's invite-only NowNext AI programme, where specialised engineers will collaborate with Maybank teams to develop advanced AI and agentic AI use cases relevant to banking operations.” It said this combined effort will enable teams to innovate faster to deliver services that delight customers.
