<![CDATA[This study identifies the importance of contextual performance in maintaining PT Bank Sumut’s competitive advantage amid digital transformation. Based on theoretical reviews and field observations, a lack of employee adaptability increases the risk of technology investment failure due to resistance to change. Furthermore, helping behavior that goes beyond formal Key Performance Indicators (KPIs) is crucial for overcoming operational coordination barriers among the bank’s 17 complex divisions. Without such voluntary cross-divisional contributions, a decline in operational service quality could potentially reduce customer loyalty and lead to customers switching to competitor banks. This study aims to analyze the influence of emotional intelligence, intrinsic motivation, and self-efficacy on employee contextual performance through innovative work behavior at PT Bank Sumut’s Main Office in Medan. The research population consists of 486 employees. Using a random sampling technique and Slovin’s formula, a sample size of 220 employees was selected as respondents to provide an empirical overview of the relationships between variables. This study adopts a quantitative approach using Structural Equation Modeling based on Partial Least Squares (SEM-PLS) analysis. The results indicate that emotional intelligence, intrinsic motivation, and self-efficacy have a positive and significant effect on both innovative work behavior and contextual performance. Additionally, innovative work behavior is shown to have a positive and significant effect on employees’ contextual performance. These findings suggest that employees who can manage their emotions, possess an internal drive, and believe in their abilities tend to be more innovative at work and capable of contributing beyond their formal duties. Innovative work behavior also acts as a mediating variable that strengthens the relationship between emotional intelligence, intrinsic motivation, and self-efficacy and contextual performance.]]>
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