Pan Asia Bank puts digital power in every palm

Pan Asia Bank Chief Digital Officer 

Pradeepan Sivalingam

Pan Asia Bank Chief Digital Officer Pradeepan Sivalingam in this interview shares key insights to the Bank’s initiative titled “Digital Power in Every Palm” and on-going digital transformation thrust.

Q: What does “Digital Power in Every Palm” mean in practical terms for customers across Sri Lanka?

A: “For us, ‘Digital Power in Every Palm’ is not a slogan; it is a commitment. It means placing meaningful financial capability into the hands of customers, regardless of where they live or how tech-savvy they are. Practically, it translates into simple, secure, and reliable access to core financial services: payments, savings, credit, and support directly through a mobile device, without friction or dependency on physical presence. Our focus is on simplicity, relevance, and trust: making digital intuitive enough that customers feel confident, not overwhelmed. Ultimately, true digital power is when customers feel in control of their financial lives, anytime and anywhere, and trust that their bank is working silently in the background to make that possible.” 

Q: How would you define digital transformation in the context of banking today? Has that definition evolved? 

A: “Digital transformation in banking today goes far beyond moving services online or automating processes. It is about rethinking how a bank creates value by embedding digital technologies, data, and customer-centric design into every layer of the organisation. A few years ago, transformation largely meant digitisation: mobile apps, internet banking, and back-office automation. That definition has evolved. Today, it is about using data, AI, and intelligent platforms to personalise experiences, improve decision-making, and build agility across the enterprise. Importantly, digital transformation now also encompasses cybersecurity, resilience, and responsible innovation. It is no longer about speed alone, but about building secure, sustainable, and customer-driven growth.” 

Q: What have been the most impactful digital initiatives implemented so far? Have they met your initial objectives? 

A: “Three initiatives stand out as having delivered meaningful impact, each aligned to improving customer experience, increasing transaction volumes, and enhancing operational efficiency. First, we implemented an end-to-end digital onboarding journey, in partnership with Linear Six, reducing account opening and channel registration turnaround time to under ten minutes. This significantly improved accessibility and first-time customer experience. Second, we deployed Cash Recycling Machines (CRMs) across our branch network, extending 24/7 banking access while reducing branch-level cash handling. This initiative has increased transaction volumes, improved customer convenience, and delivered measurable cost efficiencies. Third, we developed an in-house, award-winning Customer 360 platform, Falcon Eye, which provides a unified view of customer relationships across the bank. This has strengthened insight-led decision-making and improved responsiveness across business lines. Each of these initiatives has met or exceeded its intended objectives, reinforcing digital adoption while delivering tangible value to both customers and the bank.” 

Q: How do you balance innovation with compliance in a heavily regulated environment like banking?

A: “Innovation, for us, always begins with solving a real customer pain point. Compliance, however, is non-negotiable. When innovation and regulation appear to be in tension, we take a collaborative approach engaging openly with regulators, clarifying interpretations, and working together to identify compliant pathways forward. The objective is never to bypass regulation, but to innovate responsibly within it. We strongly believe that well-governed innovation ultimately strengthens trust and trust is the foundation of digital banking.” 

Q: What strategic priorities will guide the next phase of Pan Asia Bank’s digital transformation? 

A: “Our next phase of digital transformation is guided by three priorities: personalisation, partnerships, and protection. First, we will deepen personalisation using data and AI, not to overwhelm customers, but to make every interaction more relevant. For example, customers will receive credit or product offers aligned to their behaviour, needs, and financial personality, rather than broad-based messaging. Second, we will strengthen partnerships and ecosystems, collaborating with fintech’s, technology providers, and regulators to co-create solutions that scale faster and reach customers more efficiently. In today’s environment, collaboration is essential to innovation. Third, as digital adoption accelerates, cybersecurity and data privacy remain paramount. Every initiative will be designed with security embedded by design, safeguarding customer trust at every touchpoint. Taken together, this phase is about delivering intelligent, personalised banking experiences while maintaining uncompromising standards of security and trust; ensuring digital growth that is both innovative and responsible.”