Submitted by Sara Ribeiro (sara.ribeiro@ucb.br) on 2017-11-17T11:08:10Z No. of bitstreams: 1 AdrianaRodriguesOliveiraDissertacao2017.pdf: 2118770 bytes, checksum: aa6bc2334c970bb1593c46bd63344e46 (MD5) / Approved for entry into archive by Sara Ribeiro (sara.ribeiro@ucb.br) on 2017-11-17T11:08:20Z (GMT) No. of bitstreams: 1 AdrianaRodriguesOliveiraDissertacao2017.pdf: 2118770 bytes, checksum: aa6bc2334c970bb1593c46bd63344e46 (MD5) / Made available in DSpace on 2017-11-17T11:08:20Z (GMT). No. of bitstreams: 1 AdrianaRodriguesOliveiraDissertacao2017.pdf: 2118770 bytes, checksum: aa6bc2334c970bb1593c46bd63344e46 (MD5) Previous issue date: 2017-08-28 / The objective of this study is to investigate how the processes of collective intelligence can contribute to support the risk management of a financial institution, in the context of digital business. For the theoretical foundation of this objective, the research was made to access the publications on the topics of strategic intelligence, collective intelligence, digital business and risk management in financial institutions. This research was made through qualitative approaches, through documentary sources focused on risk management processes in financial institutions and digital, and quantitative, made through a questionnaire applied to employees assigned to agencies of a financial institution that attend in the Digital model. It was observed that these employees feel responsible for the risk management process coming from digital businesses and want to contribute actively with this process. They identify that the fraud event and external theft of operational risk is primarily responsible for the losses resulting from the implementation of the digital business model in financial institutions.The results showed the need for improvements in the risk management process of financial institutions to deal with the risks arising from the changes brought about by the digital business. In order to treat these improvements, a framework was proposed to build a collective intelligence in the scope of risk management of a financial institution. / O objetivo deste estudo ?? investigar como os processos de intelig??ncia coletiva podem contribuir para apoiar o gerenciamento de riscos de neg??cios digitais de uma institui????o financeira. Para a fundamenta????o te??rica desse objetivo, foi realizada pesquisa para acesso ??s publica????es sobre os temas intelig??ncia estrat??gica, intelig??ncia coletiva, neg??cios digitais e gerenciamento de riscos em institui????es financeiras. Essa pesquisa foi realizada atrav??s das abordagens qualitativa, realizada a partir de fontes documentais com foco nos processos de gerenciamento de riscos em institui????es financeiras e neg??cios digitais e quantitativa, realizada por meio de question??rio aplicado aos funcion??rios alocados em ag??ncias de uma institui????o financeira que atendem no modelo digital. Foi observado que estes funcion??rios se sentem respons??veis pelo processo de gest??o de riscos provenientes dos neg??cios digitais e querem contribuir ativamente com este processo. Eles identificam que o evento fraudes e roubos externos do risco operacional ?? o principal respons??vel pelas perdas resultantes da implementa????o do modelo de neg??cios digitais em institui????es financeiras. Os resultados encontrados comprovaram a necessidade de melhorias no processo de gerenciamento de riscos das institui????es financeira para lidar com os riscos advindos das mudan??as provocadas pelos neg??cios digitais. Buscando atender estas melhorias, foi proposto um arcabou??o para se construir uma intelig??ncia coletiva no escopo do gerenciamento de riscos de uma institui????o financeira.