Mr. Phung Duy Khuong
Deputy General Director
Vietnam Prosperity Bank (VPBank)
VP Bank - Digital Banking Journey
Mr. Phung Duy Khuong is currently Deputy General Director and
Head of Individual Customer Sector - VPBank.
He earned a Master degree in Financial Accounting at Monash
University, Australia. Mr. Phung Duy Khuong has held many key
management positions such as Vice President of Finance and
Business Development Manager of GE Money Vietnam; Deputy
General Director in charge of Private Banking of DongA Bank.
Since August 2020, he has been appointed General Director of
Private Banking and a member of Maritime Bank’s Executive
Council. From 2014 to 2017, Mr. Phung Duy Khuong was Deputy
General Director and Director of Retail sector of VietinBank.
1. The digitization orientation regards customer experience as
the core: The definition of digitization is not putting existing
products online or making digital products, but it should be based
on customers’ perspectives, with customers as the main focus.
Digitization at VPBank is implemented step by step from finding
pain points within common operation process, then optimizing
each step of the customer experience with digital products and
2. Digitalization from the front end: Following the process of customers
accessing conventional products, VPBank firstly deploy
digitization from the parts that directly contact with customers:
- Website - where customers access information first: VPBank New
website has integrated internal systems to classify and process customer
requests, allowing the creation of customer support request
forms right on website and will integrate AI technology to monitor,
provide customers with suitable products, ...
- eKYC - strategic platform to support On boarding for customers:
Many banks have done eKYC but VPBank eKYC has flexible experience
and offers high limits for customers. From the standard
eKYC model, VPBank has developed useful digital products for
customers such as opening credit cards online, issuing virtual
credit cards, online unsecured loans and most recently,
car loans. online and, in turn, many other products
- Agent banking and Open Banking: Perfecting technologies to
leverage the network development of partners to provide customers
with VPBank products and services on the ecosystem.
3. Digitalization at the back end: In order to provide customers
with a comprehensive digital experience, the Bank operating system
also needs to digitally convert to shorten the process and
- Jarvis system - Improving sales process: Jarvis helps shorten the time
employees work with records and documents, helping employees
to fill, download, and receive approval results anywhere. With other
preeminent features such as automatic segmentation of customers,
removing ineligible customers, ... the productivity
of the insurance staff has been significantly increased.
- RPA - a software system to implement processes: using RPA to
support the implementation of operational standards according
to business standards, helping to shorten processing time, and