An essential determinant of business achievement pushing ahead, especially for financial service providers, will be the quality of their customer service. This is according to Daniel Asiedu, the Managing Director of OmniBSIC Bank.
In the present scene, where technology permits banks to offer comparative services, the competitive edge has moved toward delicate additional products – with an accentuation on how these products are conveyed to customers.
In a recent interview, Mr Daniel Asiedu focused on that OmniBSIC Bank’s turnaround was driven by a sharp comprehension of this idea. Under his leadership, the bank is on target to accomplish its objective of becoming one of the best banks in Ghana.
He said, their determined quest for these objectives has been the main impetus behind their forceful approach. As indicated by him, the bank recognizes that words alone can’t ensure their prosperity; but their actions that will have the impact. Customers of OmniBSC Bank are their main concern, and their fulfillment is a demonstration of their commitment.
“I often emphasise that the banking landscape has evolved significantly compared to years past. While many banks offer similar products, the differentiating factor lies in how we deliver those services. When you enter our banking hall, we focus on creating a welcoming ambience; training our staff to have a positive attitude and ensuring your overall comfort and convenience in receiving our services. We understand that these aspects matter and are crucial to your experience,” he stated.
Under Mr. Asiedu’s guidance, OmniBSIC Bank successfully turned its losses into profitability for the first time in 2021; marking a significant achievement for the institution that was born through a merger between the erstwhile OmniBank and Sahel Sahara Bank in 2019.
By July 2022, OmniBSIC Bank recapitalised to GH¢516million – above the regulatory requirement of GH¢400million. The bank’s financial statements for the second quarter of 2023 revealed impressive growth, with a profit-before-tax of GH¢25.04million compared to a loss of GH¢11.72million in same quarter of the previous year. The bank’s liquidity ratio stood at 91.48 percent and the capital adequacy ratio (CAR) was at 23.2 percent, demonstrating its resilience and strength.
Mr. Asiedu underlined that this development was not because of unwarranted opinions with respect to customers, but because the difference in service delivery was evident.
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He said to enhance their service delivery, the bank has placed great emphasis on upgrading their core banking app as well as the ancillary applications which support their services. He acknowledged that achieving their goals will not be easy, but pointed out they have successfully replicated their approach elsewhere.
The experienced banker stated they are committed to building a bank that they believe will ultimately serve as a focal point for all things Ghanaian. He explained that their confidence is not mere rhetoric; it is a conviction they will achieve this by ensuring the happiness of their customers, staff, shareholders, directors, government and the general banking public.
For the customer-centred approach to persist, the bank has prioritised corporate governance and transparency as critical components of its overall strategy. “You know, we acknowledge that good corporate governance is fundamental to earning the confidence and trust of customers and stakeholders,” the bank chief noted.
Consequently, OmniBSIC Bank has reinforced its corporate governance structures and invested in infrastructure to align with the Bank of Ghana’s corporate governance and other regulatory directives.
“Also, we have placed a strong emphasis on transparency. We publish regular financial and non-financial information on our website and other platforms to keep our customers, shareholders and stakeholders informed of our progress,” Mr. Asiedu added.
credit: http://www.thebftonline.com
