Petia Dimitrova: Being a Leader Among Leaders is Our Favorite Challenge

 

Ms. Dimitrova, Postbank is among the leaders in the digitization process. How do you manage to maintain this level over the years?
Postbank has a clear and ambitious digitization strategy that encompasses all aspects of the business—from digital wallets and mobile applications to automating key processes using robotics and artificial intelligence. Our goal is to deliver services that are fast, convenient, and secure, meeting customer needs in real-time with minimal effort on their part.
Let me share here for the first time that, in just two months, Postbank will launch its brand-new platform for internet and mobile banking. This project was completed in record time thanks to the exceptional efforts and dedication of our team, who worked tirelessly to reach this important milestone. The new digital channels feature a modern design, intuitive navigation, and improved customer experience, which will increase user satisfaction and simplify daily operations. Over the coming year, we will gradually introduce additional features and improvements, further cementing our position as a bank focused on digital services and customer satisfaction.

 

Digital wallets are at the core of your strategy?
Absolutely! ONE wallet is one of the leading innovations Postbank offers to its clients. This product not only provides flexibility and convenience but also enables contactless payments anytime, anywhere. With ONE Wallet, clients can manage their finances from their smartphones, performing transactions securely and efficiently. We already have over 100,000 active users of ONE Wallet, and this number continues to grow rapidly. The ongoing development and refinement of this product ensures that we remain competitive in the market and meet rising customer expectations.

 

All of this is directed toward enhancing the customer experience and satisfaction?
Precisely! At Postbank, we strive to ensure that every innovation adds value and benefits our clients. That’s why we invest significant resources to deliver high-tech solutions to the market quickly while ensuring they are effective and bring substantial advantages to our clients and partners.
We believe modern technologies, particularly artificial intelligence, are foundational for the future of business and society.

 

Does automation play a leading role in your digital transformation?
Automation is central to Postbank’s digital transformation, allowing us to optimize key operations, improve service efficiency and accuracy, and free up resources for more complex and strategic tasks.
We have been utilizing RPA (Robotic Process Automation) for some time now. This technology enables us to automate numerous administrative and routine tasks. At Postbank, we have automated over 40 key processes using RPA, including loan application processing, document management, and customer communication. These automated processes significantly reduce service time while enhancing accuracy and minimizing the risk of errors.
The implementation of RPA technologies not only boosts internal efficiency but also enables faster and better customer service. For instance, loan applications that previously took days to process can now be completed in minutes, significantly enhancing the customer experience.

 

Let me take the previous question as a reference to ask about the increasingly convincing integration of artificial intelligence (AI) into people’s professional and personal lives.
Sharing the vision for the development of artificial intelligence and promoting digital skills in Bulgaria, Postbank initiated an exclusive partnership with SoftUni’s newest educational brand, SoftUni AI. This brand focuses on the practical applications of artificial intelligence, and its mission is to help more people acquire new skills and enhance their qualifications by leveraging the opportunities offered by AI tools. Through our collaboration with SoftUni AI, we at Postbank aim not only to support education in this field but also to strengthen the connection between business and education. With its innovation and commitment to the future of technology, the bank contributes to creating a sustainable and competitive economy where digital skills and artificial intelligence play a key role.
We believe that through our partnership with SoftUni AI, we will help build new professional skills that enable everyone to explore new career opportunities. At the same time, we will support the development of innovations in Bulgaria by showcasing the broader applications of artificial intelligence across various sectors of the economy.

 

What programs does Postbank have in support of the country’s transition to a more sustainable and inclusive economy?
Two months ago, we signed a partnership agreement with the International Finance Corporation (IFC), a member of the World Bank Group. This significant collaboration involves financing worth €140 million, divided into two directions. Half of the funds will support micro-, small-, and medium-sized enterprises managed by women entrepreneurs, and the other half will back green projects. This strategic initiative underlines Postbank’s commitment to promoting the country’s sustainable development while providing excellent solutions and easier access to financing under preferential conditions, aiming to create positive changes in the environment.
Thanks to this agreement, we can help companies better adapt to climate challenges and offer new opportunities for women entrepreneurs in the country, who play a key role in the development of a sustainable economy.

 

What CSR policies do you pursue to support positive societal changes?
This question alone could be the basis for an entire interview. I’ll try to select a few examples. We announced a large-scale strategic partnership with Sofia Municipality – Vitosha District, aiming to improve the urban environment and enhance financial literacy among students in the area. As part of the first phase of this collaboration, the bank committed to financially supporting the renovation and beautification of a key location— “Zname na Mira” Square in the Pavlovo neighborhood. This initiative is part of the “DobroDETElite na Sofia” campaign, which encourages various businesses to support the renovation of 130 playgrounds, aiming to create a more pleasant and functional environment for the city’s residents and guests. Through this partnership, the bank reiterates its long-term commitment to social responsibility and sustainable development, continuing to invest in the environment and the youth in Bulgaria.
We are convinced that together we can create not only more welcoming spaces but also provide essential knowledge to the younger generation. As a socially responsible company with over 30 years of history and numerous projects focused on improving the environment, supporting education, and caring for young people, we stand behind the cause of ensuring more children have safe places to play. This partnership builds on our previous efforts to improve the spaces around us – both in the beautiful Vitosha Mountain and now in the urban environment.

 

You are also the Chairperson of the Management Board of the Association of Banks in Bulgaria (ABB). What initiatives are you working on there?
Together with colleagues from other commercial banks that are members of ABB, we have made a clear decision to prepare for Bulgaria’s entry into the Eurozone starting in January 2025. In close cooperation with the Ministry of Finance and the Bulgarian National Bank, we will be ready to act as a reliable partner and see the process through, regardless of the specific date. All banks have invested significant resources, redefined their projects, and adjusted system functionalities and processes.
Beyond our entry into the Eurozone, ABB continues to work on projects aimed at raising the overall level of financial literacy in society. One such initiative is a recently signed three-year memorandum of cooperation between ABB and the University of National and World Economy (UNWE). I would like to thank UNWE Rector Prof. Dr. Dimitar Dimitrov and Vice-Rector for International Activities Assoc. Prof. Dr. Yanko Hristozov for wholeheartedly embracing the idea and actively working to frame the memorandum’s parameters.
ABB strives to stay close to future professionals in the banking and finance sectors, even at the student preparation level. Therefore, it is a logical step for us to maintain a regular exchange of information on internships, discussions, conferences, and other activities with an academic partner as prominent as UNWE.
One of ABB’s primary goals is consistently supporting the country’s economy by allocating significant financial and non-financial resources to key campaigns, such as joining the Eurozone, adhering to regulations, and supporting critical ESG and CSR projects like financial literacy for young people, digitalization, cybersecurity, and many more.