DESIGNED TO EXCEL
A word from the leadership
Inside this report
2021 Recap
- Launch of new product propositions targetting varying segments, Customer Contact Centre and Customer Experience Unit
- Launch of multi-channel internet and mobile-enabled customer touch-points, upgrading digital apps for cashless and contactless transactions
- Relief packages during the pandemic, extension of debt moratoriums, concessionary loans for selected sectors, temporary overdrafts, import and export loans, extension of short-term loans, overdrafts
Sustainability
- Sustainability Policy supporting vision to be the most customer-centric, digitally enabled bank
- Systems, protocols, processes and KPIs in place to support the Bank’s sustainability programme
- Initiatives to embed sustainability practices within the Bank’s ethos
- Recognition and awards for sustainability: Association of Development Financing Institutions in Asia-Pacific (ADFIAP) – 2 awards, Global Sustainable Finance, Karlsruhe, Germany – 2 awards
AWARDS
- Best Digital Wallet Sri Lanka – Global Banking and Finance Awards 2021
- Most Innovative Corporate Banking App Sri Lanka – Global Banking and Finance Awards 2021
- Market Leader in Cash Management Sri Lanka 2021 – Euromoney Awards
- Most Trusted Retail Banking Brand in Sri Lanka – Global Brands Magazine, UK, 2021
- Best Customer Service Banking Brand in Sri Lanka – Global Brands Magazine, UK, 2021
- Top 100 Most Valuable Consumer Brands in Sri Lanka 2021 – Ranked 27th
- An honourable mention at Sri Lanka’s “Most Admired Companies” Awards – CIMA and ICCSL
- Digital strategy based on six pillars: digital channels, digital payments, digital operations, digital services, digital analytics and DFCC Agile (Innovation Hub)
- Improving customer experience with internet and mobile enabled apps, tri-lingual online communications, specialised units for seamless customer service and experience
- Enhancing productivity and efficiency through digital processes and automation of operations
- Customer-centric, digitally enabled banking offering advanced products and services
- New propositions to suit varying lifestyles, income levels, aspirations
- Flagship branches and bespoke services for high-net-worth individuals