Mobile Financial Services for Ride-Hailing Drivers
This project aimed to enhance financial inclusion and promote digital payments in Myanmar. It was a collaboration between CB Bank, one of Myanmar's largest banks, and leading ride-hailing tech companies Uber and Grab.
This collaboration was recognized for its impact and innovation, winning the Banker’s Choice Award 2020 for Best Cash Management Project in Myanmar.
Image credit: CB Bank
Project Overview
The project allowed seamless digital payment transactions between ride-hailing platforms, taxi drivers, and passengers. By enabling drivers to access CB Pay mobile banking and ATM card services, this initiative significantly improved convenience and financial access for over 30,000 drivers in the two largest cities in Myanmar -- Yangon and Mandalay.
Before this project, Uber and Grab drivers had to visit their offices to withdraw their earnings because most of them did not have a mobile banking app or even a bank account. This project enabled drivers to receive their earnings directly through the CB Pay mobile banking app, allowing them to withdraw their money using a CB Bank ATM card at the nearest ATM.
My Role
As the project coordinator, I played a key role in setting up and managing a mobile retail banking team that was stationed at the Uber and Grab offices. Since this was the first time CB Bank offered banking services outside of its branches, I developed a new service workflow for opening bank accounts and providing mobile banking services offsite. I also acted as the primary liaison between CB Bank and the Uber/Grab teams, ensuring smooth communication and effective collaboration. Additionally, I coordinated with internal teams, including the consumer banking, transaction banking, mobile banking, and marketing teams, to ensure the project's success.
Image: With some of the front-line banking team
Key Learning
This project gave me hands-on experience with a large-scale digital transformation initiative. I learned how to facilitate instant communication between the mobile retail team stationed at Uber and Grab offices and the back-end internal teams, especially when issues arose related to opening bank accounts or setting up the mobile banking app. It required the need for efficient, real-time problem-solving and coordination to maintain a smooth user experience. I gained experience in managing offsite operations and ensuring seamless collaboration between customer-facing and internal teams.
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