Thursday, December 3, 2020
"If you blame others for your failures, do you credit them with your success?" - Author Unknown Dear Readers, last week, I examined the blame game in risk management and it came out clearly that risk should be owned by all staff, and not just the “Responsible Persons” in charge...
"Wisdom stems from personal accountability. We all make mistakes; own them... learn from them. Don't throw away the lesson by blaming others." -Steve Maraboli As part of reducing internal frauds, I wish to touch on one of the most sensitive issues in risk management – THE BLAME GAME. From the...
Leaders must be close enough to relate to others, but far enough ahead to motivate them." - John Maxwell Hello dear Readers, how did you feel about the “Utterances from the grapevine”? Perhaps for some of you, it is no big deal, while to some others, it was insightful. Whatever...
(managing outsourcing risks) Last week, I started another series of some tips in managing internal fraud. This was triggered by Bank of Ghana’s publication of the 2019 Banking Fraud Report. Most of the data report was not too new but what hurts is the fact that history continues to repeat...
“Start with good people, lay out the rules, communicate with your employees, motivate them and reward them. If you do all those things effectively, you can't miss” Lee Lacocca Dear readers, the latest Bank of Ghana Fraud Report for 2019 sent shivers down my spine. “Not again”, I muttered to myself....
Our lives begin to end the day we become silent about things that matter …Martin Luther King, Jnr Dear readers, last week I looked at the dilemma faced by bank staff when it comes to whistle blowing. Let us examine some of the problems that internal staff have to battle with...
“If you make customers unhappy in the physical world, they might each tell SIX friends. If you make customers unhappy on the Internet, they can each tell six thousand friends.”  Jeff Bezos    Customer Exits and Risk Dear bankers, I am sure you have all gone through a painful customer exit before. Someone...
“Your most unhappy customers are your greatest source of learning” ~ Bill Gates Dear reader, welcome to a new series involving the painful customer losses. The bank and customer relationship or the contract terminates by closure of the account at the request of either party.  This can be by mutual agreement,...
“My own experience is, use the tools that are out there. Use the digital world. But never lose sight of the need to reach out and talk to other people who don't share your view. Listen to them and see if you can find a way to compromise”.  Colin...
“It's entirely unacceptable for digital banking to displace the customer/financial institution relationship… The goal is building customer loyalty and extending the trusted relationship from the physical realm of brick and mortar to the digital realm.” ….. Mark Kilpatrick.   I dedicate this article to all banks, finTechs and telcos who are making...
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