Transforming BNP Paribas Polska's coo area through innovative organizational design Qorus-Infosys Finacle Banking Innovation Awards 2025

BNP Paribas Polska has introduced agile way of working from January 2022 within implementation of Agile@Scale program. The adoption of an Agile@Scale framework enhances responsiveness in an unpredictable environment. This model fosters collaboration across teams while optimizing end-to-end processes to improve customer satisfaction. The bank has defined and implemented agile way of working principles on delivery activities covering business & IT to ensure effective delivery. Currently Agile@Scale set-up covering ̴ 1700 employees and is built around 17 Tribes mostly hierarchically reporting to Management Board, ̴60 Products, ̴60 Chapters. Agile ways of working introduction on delivery activities allowed to set proper operational rhythm, agile practices and improved collaborative culture, time-to-market and employees satisfaction.

Following success of Agile@Scale program, Operations and Business Support Area has introduced since January 2025 operating model based on agile and sociocracy principles. This operating model goes beyond in terms of flexibility of organization and culture shift to collective one. From January 2025 this operating model covers more than 500 employees in Operations and Business Support Area.

The initiative aims to revolutionize the Operations and Business Support Area of BNP Paribas Polska by implementing an agile, outcome oriented organizational design that drives efficiency and customer-centricity. The core concept is to reorganize teams around “products” delivering value to customers, enabling cross-functional collaboration and responsibility for the entire final step of value delivery to the customer. The objectives are to accelerate decision-making, enhance adaptability, and achieve measurable improvements in operational efficiency and service quality.

The transformation responds to intensifying competition in the banking sector from traditional banks, but also from fintechs and neobanks, rapidly evolving customer expectations for seamless services, and the imperative to remain agile in a highly regulated environment. Traditional hierarchical structures and fragmented processes were impeding innovation and slowing time-to-market. The Operations and Business Support Area needed a model that could deliver both stability and rapid, customer-focused change. The banking sector in Poland and across Europe is experiencing heightened competition, with new entrants leveraging advanced technology and agile models to disrupt traditional players. Dutch banks like ING have restructured around digital transformation and value streams, while global leaders are adopting platform-centric, cross-functional approaches to stay ahead. Health sector pioneers, such as Buurtzorg in the Netherlands, have demonstrated the power of self-managing, end-to-end teams to boost efficiency and service quality.

The project draws inspiration from several innovative models: - Sociocracy Circles: The circle structure in sociocracy, where decentralized, interconnected teams (circles) govern their own work, informed the distributed authority and double-linking mechanisms in the new design. - Agile ways of working : BNP Paribas Posla transformation and the agile “tribe and squad” model proved to be successful bringing tangible value such as faster time-to-market, improvement of NPS and eNPS indicators. - Health Industry: The value-based, multidisciplinary team approach in Dutch hospitals and Buurtzorg’s self-managing teams illustrated how end-to-end ownership and process orientation can drive efficiency and holistic value.

In the first six months, the transformation has delivered a 15% increase in operational efficiency, exceeding initial targets. Teams report faster decision cycles, improved collaboration, and greater accountability for end-to-end outcomes. Early indicators show enhanced customer satisfaction and a more resilient, adaptive organization poised for continued innovation and growth.

This initiative positions BNP Paribas Polska as a leader in agile, end-to-end organizational design, setting a new standard for efficiency and customer value in the banking sector.