Our Vision & Mission
To be a leading international bank committed to quality and value banking for all (stakeholders).
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”.
The accessibility, conduciveness and the functionality of our banking premises where the banking services are conducted
The choice of external premises and installations that we choose to conduct our banking services (including ATMs, e-banking and mobile banking facilities)
The confidentiality and privacy of our conduct of business
Our relationship managers job knowledge and the information they provide to customers
Their professionalism, integrity, conduct and amiability
Quality of the service delivery process – waiting time, service level compared to competition
Total product features (core and product surround) – extent of meeting their needs/expectations
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
Pricing of products and services – are they justified and competitive
Total cost of banking with us is justified – value for money
Transparency of pricing