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Dear Lions and Lionesses,
W
e performed creditably well in the
first quarter of the year and early
indications suggest this trend will
continue for the rest of the year if we do not
relent in our efforts.
It is imperative therefore that we commit
ourselves to the repositioning plans of the Bank
and continue to drive business with our target
customers in the wholesale, commercial and
retail market segments.
Leveraging on our retail spread and expansive
network, we will continue to mobilize low
cost deposits; pursue growth in global trade
and remittances business through our unique
remittance platforms. We will also devote
energies towards creating high quality loans
by targeting sectors and customers who drive
growth in the various economies where we
operate.
These initiatives however will not yield the
desired results if we do not improve on the way
we serve our customers. As you are well aware,
Customer Service is a key competitive lever
in the banking industry. As an institution, we
have embarked on a number of initiatives to
enhance service delivery in the past, but there
is still room for improvement.
Further to this we are embarking on a
Customer Service Transformation Program
designed to provide a detailed review of the
Bank’s service delivery platforms, including
deep engagements with our existing and
prospective customers, to ascertain the critical
areas for customer service improvements and
define a holistic approach to bridge service
delivery gaps in the Bank.
The full execution of this program will enable
us unearth the fundamental issues affecting
excellent service delivery in our Bank and
proffer high-impact and long-lasting resolutions
for these issues. I count on your support to
enable the Steering Committee deliver on this
noble initiative because the success of this
program is the collective responsibility of all.
Guided by the vision of being the role model
financial institution in Africa, I implore you
all to rededicate yourselves to a renewed
drive in customer service that reflects the
essence of our goals and aspirations.
Thank you.
GMD’s Message
Phillips Oduoza
GMD/CEO