Internal Controls in Banks
Internal controls are important in banking. Managers are obliged to protect the assets, reputation and the people in the business. This is very important to employees who are likely to feel protected from false accusations. A bank with sound internal controls promotes trust among employees. Excuses...
Dear readers, the above diagram shows the typical processes one goes through to acquire a customer’s consent to open an account. It is a mutually satisfying experience, but it can be quite tedious for both the staff and the customer. Maintaining the status and keeping the customer delighted with...
A wise man adapts himself to circumstances, as water shapes itself to the vessel that contains it. --Chinese Proverb
Organizational change is very rampant in the financial services, and it has a bearing on how people are treated as well as how they respond to the effect of these changes. In...
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...