In a renewed bid to achieve customer’s satisfaction and experience, Stanbic IBTC Bank went one step further in its pursuit of service excellence when it opened up its systems and processes to international standardization audits, which enables many world-class organizations around the globe constantly question and develop their quality management systems and processes.
The bank, with a Triple A, F1+ Fitch ratings, the highest possible rating for any bank in Nigeria, a rating it has gotten consistently in the last two years, sees a need for quality systems and management certification. Following this audit and passing of a clean bill of health, the bank was awarded the ISO 9001:2015 Certification, a highly regarded quality management system certification globally.
The certification, amongst its many benefits, will enable the bank to serve its customers at the right level of quality and ensure zero variability in the delivery of service across the various digital and non-digital touch points, all of which enhances customer banking experience and relationship with the bank.
The Executive Director, Operations, Stanbic IBTC Bank, Wole Adeniyi, who spoke at the official presentation of the certification, noted that the certification was a sign of achievement but more importantly, a pledge by the bank for future performance as quality management is a lasting commitment and the bank is consistently inspired by quality in its products and services, people, processes and leadership, stressing that the requirements of the system would be continually reviewed and developed for higher performance.
He said: “We are delighted about the ISO 9001:2015 Certification. We welcome it as yet another demonstration of our drive to improve service delivery in all aspects of our business. We will continue to build on our existing strengths, including our membership of the Standard Bank Group, Africa’s biggest financial institution, to undertake improvement actions for better quality of service across all segments and channels of our operations.”
According to him, “the bank has reiterated its brand promise to help customers move forward while expecting nothing short of the highest customer service, products and services, personnel and management quality standard, adding that the certification provides another reason to benchmark the bank’s performance by identifying flaws that require fixing and improvement.
He, however, added that the goal is to achieve end-to-end digitization covering front-end and back end processes, to help deliver great customer experiences, improve operational efficiency and ensure cost optimization for the entire organization.
Meanwhile, the Country Director, DQS Certification Management Systems, Lawrence Ogudu, confirmed that Stanbic IBTC Bank met the requirements of the ISO 9001:2015 Certification, which, amongst others, entails demonstration of the ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements.
“It also involves the enhancement of customer satisfaction through the effective application of the system, including processes for improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory obligations,” he said.
BALA AUGIE and Bunmi Banjo
