Last week, I created an awareness of the need for banks as corporate bodies as well as individual bankers to pay closer attention to the paradigm shift in banking and have a serious change of mindset, as a pre-requisite to moving on. This period of self-reflection is to identify...
“There is going to be digitization of the workforce in a way we have never seen before. In 10 years, probably less, we will have substantially fewer employees, and the ones we do have will be significantly different from what we have now”.—Director, Bank Governance Leadership Network,
Dear reader, I...
Last week, we examined the changing role of the branch manager of today. The present-day branch managers, sometimes known as Business Managers or Branch Sales and Service Managers, are no longer the stereotype of an unseen and illusive boss behind a closed door. The image of the bank manager...
“Banking is necessary, but Banks are not”….Bill Gates
The above quote from Bill Gates hit me hard when I came across it a couple of years ago. I asked myself “What does he mean by that?”. I got his idea when I travelled in 2019 with a group on a...
“Rather fail with honor than succeed by fraud”. Sophocles
Last week, I looked at the resurgence of digital frauds which is emanating from the increased use of digital banking by customers. It is always a fact that not every customer can take advantage of this opportunity of contactless banking. This...
The importance of the physical or tangible aspect of the customer’s experience is something very few will argue against. This importance is clearly seen in the oft-quoted RATER Model of Service Quality where the “T” stands for Tangibility.Reliability, Assurance, Empathy, and Responsiveness are the other elements that make up...
“Nothing is impossible, the word itself says I'm possible"! -Audrey Hepburn
It seems heart-warming to see how opportunities are being taken amidst the COVID 19 crisis. Living in this era brings with it, mixed emotions- the good, the bad and the ugly. For every venture that institutions are undertaking, it...
Customer Experience thrives on well-thought-out strategies backed by effective execution. An overarching Customer Experience strategy initiated at the top must eventually cascade downward to avoid the culture of silos in delivering value to your customers. There must be consistency, direction, concentration and flexibility in every strategy, and Customer Experience...
A 26-member committee with 13 members from each caucus make up the 2021 Appointment Committee. This committee is set to approve persons nominated by the president for appointments like Ministers of State, Deputy Ministers, the Chief Justice and others specified under the constitution or under any other enactment.
The Appointment...