Banks are classified as highly regulated sectors exposed to various risks that should be managed by implementing Good Corporate Governance through Standard Operating Procedures (SOP). PT. MNO, one of Indonesia's private banks, has Millennials dominated its workforce who tend to be less fond of conventional reading and prefer digital ways of communication. PT. MNO accommodated Millennials with the implementation of Video Learning SOPs. This study is
quantitative research with availability sampling technique that analyzed 1077 respondents gathered using online questionnaire. This study aims to understand the implementation of Video Learning SOPs using the UTAUT model that has been modified for the Operations Division of PT. MNO. Perceived Interactivity (PI) was added to the UTAUT model along with Performance Expectancy (PE), Effort Expectancy (EE), and Social Influence (SI). The moderating effect of Age on related factors was also analyzed. Partial-Least Square Structural Equation Model (PLS-SEM) was used for analyzing the data. The results indicated significant relations of all variables in determining BI of Video Learning SOPs
implementation, and 88.8% variance of the implementation were influenced by PE, EE, SI, and PI. Age shows a positive but insignificant moderating effect of main variables related in determining BI of Video Learning SOPs implementation. It’s also proven that the implementation positively contributes to respondents’ performance, is easy to use, and is attractive. It’s also suspected that management of PT. MNO also gives influence in the implementation of Video Learning SOPs. This research contributes to one that reveals significant factors that impact the implementation of Video Learning SOPs in banking sectors.