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Relatório de estágio - Bankinter S.A. Portugal
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O presente relatório de estágio, desenvolvido no âmbito do Mestrado em Gestão das Organizações – Ramo de Gestão Pública do Instituto Superior de Contabilidade e Administração do Porto (ISCAP), apresenta uma análise aprofundada sobre a transformação digital no setor bancário e as práticas de gestão comercial e tecnológica implementadas pelo Bankinter S.A., Sucursal em Portugal. O estudo parte do reconhecimento de que a digitalização constitui um dos principais motores de inovação e competitividade das instituições financeiras contemporâneas, exigindo uma adaptação contínua dos modelos de negócio, das estratégias de relacionamento e da cultura organizacional.
A investigação fundamenta-se numa revisão de literatura que aborda o papel dos bancos na economia, os acordos de Basileia, a digitalização do setor e as novas dinâmicas da experiência do cliente. Autores como Vives (2019), Boot (2017) e Mishkin (2016) salientam a necessidade de equilibrar inovação tecnológica, prudência regulatória e confiança institucional. A análise empírica, baseada na observação direta das práticas do Bankinter, permitiu identificar a relevância da integração entre eficiência digital e proximidade humana, evidenciada por iniciativas como o modelo de banco remoto, o uso de inteligência artificial e o Programa Futuro, orientado para a formação e valorização de jovens talentos.
Os resultados obtidos demonstram que a aposta do Bankinter na digitalização, na formação e na personalização do serviço constitui uma estratégia coerente com as tendências do setor e com as exigências do cliente contemporâneo. Conclui-se que a sustentabilidade do modelo bancário atual depende da capacidade de conciliar inovação, ética e confiança, fatores que se revelam determinantes para o fortalecimento da competitividade e da resiliência institucional num ambiente financeiro em constante mutação.
This internship report, developed within the scope of the Master's Degree in Organizational Management – Public Management branch at the Instituto Superior de Contabilidade e Administração do Porto (ISCAP), presents an in-depth analysis of digital transformation in the banking sector and the commercial and technological management practices implemented by Bankinter S.A., Portugal Branch. The study is based on the recognition that digitalization is one of the main drivers of innovation and competitiveness in contemporary financial institutions, requiring continuous adaptation of business models, relationship strategies, and organizational culture. The research is grounded in a literature review that explores the role of banks in the economy, the Basel Accords, the sector’s digitalization, and the new dynamics of customer experience. Authors such as Mishkin (2016), Vives (2019), and Boot (2017) emphasize the need to balance technological innovation, regulatory prudence, and institutional trust. The empirical analysis, based on direct observation of Bankinter’s practices, identified the relevance of integrating digital efficiency with human proximity, as evidenced by initiatives such as the remote banking model, the use of artificial intelligence, and the “Futuro Program,” aimed at training and valuing young talent. The results demonstrate that Bankinter’s investment in digitalization, training, and service personalization constitutes a strategy aligned with sector trends and the demands of the modern customer. It is concluded that the sustainability of the current banking model depends on the ability to reconcile innovation, ethics, and trust—factors that are crucial for strengthening competitiveness and institutional resilience in a constantly evolving financial environment.
This internship report, developed within the scope of the Master's Degree in Organizational Management – Public Management branch at the Instituto Superior de Contabilidade e Administração do Porto (ISCAP), presents an in-depth analysis of digital transformation in the banking sector and the commercial and technological management practices implemented by Bankinter S.A., Portugal Branch. The study is based on the recognition that digitalization is one of the main drivers of innovation and competitiveness in contemporary financial institutions, requiring continuous adaptation of business models, relationship strategies, and organizational culture. The research is grounded in a literature review that explores the role of banks in the economy, the Basel Accords, the sector’s digitalization, and the new dynamics of customer experience. Authors such as Mishkin (2016), Vives (2019), and Boot (2017) emphasize the need to balance technological innovation, regulatory prudence, and institutional trust. The empirical analysis, based on direct observation of Bankinter’s practices, identified the relevance of integrating digital efficiency with human proximity, as evidenced by initiatives such as the remote banking model, the use of artificial intelligence, and the “Futuro Program,” aimed at training and valuing young talent. The results demonstrate that Bankinter’s investment in digitalization, training, and service personalization constitutes a strategy aligned with sector trends and the demands of the modern customer. It is concluded that the sustainability of the current banking model depends on the ability to reconcile innovation, ethics, and trust—factors that are crucial for strengthening competitiveness and institutional resilience in a constantly evolving financial environment.
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Setor Bancário Transformação digital Gestão comercial Experiência do cliente Bankinter Banking Sector Digital Transformation Commercial Management Customer Experience