Q: In your view, can businesses endure the impact of the COVID-19 crisis?
A: We must anticipate and adapt to the ‘new normal.’ As part of the services sector that faces and interacts with the public daily, we need to ensure sound practices that safeguard the health of our staff and customers.
Simultaneously, we have to enable alternative digital channels that take the bank to customers and increase convenience
Given the state of the economy and hardships faced by the business commu- nity, we also need to work closely with and support customers to ensure that they weather this storm, as our fortunes are closely and inseparably interlinked with theirs.
Q: What is your take of the pros and cons of work- ing from home (WFH)?
A: WFH has obvious benefits that have enabled us to con- tinue providing uninterrupted services in the midst of the lockdown and continuing pandemic. However, we need to embed strong measures that ensure data and systems secu- rity in these new processes.
As this means of working is relatively new to the work- force, we must also implement processes to ensure that productivity is not unduly affected.
Q: How does the bank ensure that its workforce is motivated?
A: Seylan Bank’s values comprise treating our employees with respect, providing a work environment that promotes good health and safety, and encouraging contented and motivated individuals.
We believe that great client experiences are driven by great colleague experiences. Our hope is that members of staff pursue their ambitions, deliver with purpose and enjoy a rewarding career enabled by great leaders.
Q: What is your assessment of the bank’s medium-term prospects – especially given the corporate environment it is operating in?
A: We’re confident that as a country, sector and bank, we are geared to face and emerge from these challenges stronger. However, this requires that all of us work with commitment, dedication and foresight.
In this environment, our priorities are ensuring the stability and strength of the bank while meeting the aspirations of all stakeholders. We are looking to provide all customers with the necessary support to overcome the challenges they face and build on our long-term relationships in a mutually beneficial manner.
Furthermore, we will take the lessons from these chal- lenging times, and use them to build stronger processes and systems that cater to the needs of the emerging new normal.
Q: How does the bank view its responsibility towards customers?
A: As a customer focussed business, we’re committed to meeting their evolving needs and preferences.
We aim to promote a culture where our employees place customers first in terms of meeting their financial needs and helping them succeed, while simultaneously improv- ing our service proposition and providing outstanding per- formance.
Customer satisfaction is a key facet in the bank’s strate- gic plan for this year. In this regard, our Relationship Officers provide a clear strategic advantage.
We recognise that technology is transforming the way the banking sector interacts with customers. Consequently, our core processes are being re-engineered to address the reshaped competitive landscape.
In this economic environment, the banking sector faces a number of challenges given the fierce competition and rapid pace of technological change demanding continuous innovation.
Seylan Bank is geared to cater to all segments of society and add value to their lives through the products it offers. Our expectations in delivering services extend to the well- being of customers, their respect as individuals, and appre- ciation of their loyalty and support to the bank.
Q: Where does innovation come into play in the banking sector?
A: We are an evolving bank, developing strategies to expand our digital channels in a bid to provide unparal- leled customer experiences and convenience.
These efforts have enabled us to provide the latest digital banking facilities to valued customers through the use of new digital platforms. Additionally, we have focussed on improving our front and back end operations to offer enhanced digital banking services that are functional and also provide a variety of options.
Furthermore, Seylan Bank leveraged its digital banking products and services in an effort to transform the digital banking ecosystem through a new paradigm.