Our Vision & Mission
Value Banking
Our Vision
To be a leading international bank committed to quality and value banking for all (stakeholders).
Our Mission
To build a business driven culture underpinned by our core value on:
People – Respect for the individual, teamwork and integrity.
Customer – meeting the functional and affective need aspects
Through three drivers – 3Ps – people, process and products, to reach out to our vision
Hence, our preoccupation with the need to create a branding, product and service culture that center on the concept of Value Banking
“Value Banking is all about creating a service and product platform that addresses the wants of customers from the functional and affective aspects”.
Functional Aspects
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The accessibility, conduciveness and the functionality of our banking premises where the banking services are conducted
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The choice of external premises and installations that we choose to conduct our banking services (including ATMs, e-banking and mobile banking facilities)
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The confidentiality and privacy of our conduct of business
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Our relationship managers job knowledge and the information they provide to customers
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Their professionalism, integrity, conduct and amiability
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Quality of the service delivery process – waiting time, service level compared to competition
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Total product features (core and product surround) – extent of meeting their needs/expectations
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Quality of customer communication, such as quality and accuracy of monthly statements, transactional alerts and reminders and timeliness of their dispatch through preferred communication channel
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Pricing of products and services – are they justified and competitive
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Total cost of banking with us is justified – value for money
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Transparency of pricing
Affective Aspects
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Customer’s emotional conduct in banking with us – happiness, relax, positive feelings, the feel good e.t.c
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The public reputation of our bank – how well it is considered at the social level
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No liability in being seen banking with us