Stanbic IBTC Bank, a member of Stanbic IBTC Holdings PLC, has received the ISO 9001:2015 Certification, a highly regarded Quality Management System certification globally. The certificate was presented to the bank in Lagos on August 4, 2017.
The certification, amongst its many benefits, will enable the bank to serve its customers at the right level of quality and ensure zero variability in the delivery of service across the various digital and non-digital touchpoints, all of which enhances customer banking experience and relationship with the bank.
Lawrence Ogudu, country director, DQS certification management systems affirmed that Stanbic IBTC Bank met the requirements of the ISO 9001:2015 certification, which, amongst others, entails demonstration of the ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements. It also involves the enhancement of customer satisfaction through the effective application of the system, including processes for improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory obligations.
Wole Adeniyi, executive director, operations, Stanbic IBTC Bank, commended the bank’s team for making the certification possible and stressed that the requirements of the system would be continually reviewed and developed for higher performance.
“We are delighted about the ISO 9001:2015 Certification. We welcome it as yet another demonstration of our drive to improve service delivery in all aspects of our business. We will continue to build on our existing strengths, including our membership of the Standard Bank Group, Africa’s biggest financial institution, to undertake improvement actions for better quality of service across all segments and channels of our operations,” Adeniyi said.
The certification, he added, provides another reason to benchmark the bank’s performance by identifying flaws that require fixing and improvement. The ultimate goal is to deliver quality, reliability and proficient services through improved internal management and operational processes, he stated. “We have long recognized that improvements in our performance, which a robust quality management system assures, are directly connected to quality service and customer satisfaction.”
The Stanbic IBTC Group’s goal is to achieve end-to-end digitization covering front-end and back end processes, Adeniyi said, adding that better process integration will help deliver great customer experiences, improve operational efficiency and ensure cost optimization for the entire organization.
Stanbic IBTC Bank is a subsidiary of Stanbic IBTC Holdings PLC, a member of Standard Bank Group, a full service financial services group with a clear focus on three main business pillars – Corporate and Investment Banking, Personal and Business Banking and Wealth Management. Standard Bank Group is the largest African financial institution by assets and earnings. It is rooted in Africa with strategic representation in 20 countries on the African continent. Standard Bank has been in operation for 154 years and is focused on building first-class, on-the-ground banks in chosen countries in Africa and connecting other selected emerging markets to Africa and to each other, applying sector expertise, particularly in natural resources, power and infrastructure.