Our institutional wealth comprises the intangible assets that define us as a unique entity, providing a competitive edge in a strong and dynamic banking sector. These include our brand, control systems and frameworks, digital footprint, information technology, and knowledge-based assets. Proprietary information is applied in a customer-centric manner to retain and grow our business.

Despite a year of change and uncertainty, our robust institutional wealth continued to provide a solid foundation, enabling us to maintain our track record as a premier institution in Sri Lanka’s banking system. We prioritise adopting and implementing globally accepted best practices to safeguard and enhance our institutional wealth.

Our Brand

Our brand is the lifeblood of our business. We continued to build on our strong industry presence, reinforcing our brand promise of customer-centricity, excellence in delivery and operations, professionalism, ethics, and regulatory compliance. Carefully curated initiatives throughout the year supported these core principles.

We effectively disseminated our key messages through multiple communication channels, strengthening stakeholder confidence and maintaining high visibility as a reputed financial institution in Sri Lanka.

Organisational Knowledge

Organisational knowledge captures the convergence, sharing, and dissemination of expertise across the Bank. As a leading institution in Sri Lanka’s banking industry, it is crucial to safeguard and transfer knowledge as generations move through our ranks to ensure sustainability, uphold established standards, and drive innovation. We rely on six well-established pillars, mentioned on Employees page, to maintain this continuity.

WeConnect

“WeConnect,” our intranet platform, serves as a key repository for policies, procedures, regulations, and other essential documents, offering convenient access to all employees. It facilitates continuous learning and compliance, enabling staff to enhance their knowledge and professional growth. Regular updates ensure that WeConnect remains a valuable learning tool for both seasoned professionals and new recruits.

Corporate Culture, Integrity and Ethics

Built on a foundation of integrity and ethics, our corporate culture is reflected in our values, beliefs, norms, and behaviours across all levels, with the Chairman, Board of Directors, and CEO setting the tone.

An organisation’s longevity and the trust of its stakeholders are fundamentally linked to the presence of high ethical standards, which must be visibly upheld in operations and stakeholder interactions. Integrity and ethics are embedded in our products, services, and daily operations, positioning DFCC Bank as a credible and dependable force in the banking industry.

These principles foster a culture of compliance, transparency, and inclusion, enabling good governance, a dynamic business environment, and strong workforce engagement. Diversity, Equity, and Inclusion (DEI) remain central to our corporate ethos, nurturing a supportive and collaborative work environment across all staff levels.

To maintain this momentum, senior management actively reinforces these values through electronic direct mails (EDMs), employee testimonials, videos, and discussions at various forums and gatherings. New recruits undergo onboarding training that emphasises these principles, ensuring alignment with our cultural expectations.

Operational Excellence

We continuously enhance business processes to prioritise customer needs, safeguard customer data, introduce first-to-market products and services, and empower employees to deliver superior customer service efficiently. Our commitment to operational excellence is reflected in our upgraded information technology systems and expanded digital capabilities, detailed under Our Digital Journey on Digital Journey page.

By integrating multi-pronged banking processes, we ensure a seamless customer experience while maintaining high standards of regulatory compliance and business integrity, reinforcing DFCC Bank’s reputation as a trusted financial institution.

Core Banking System

We continued to leverage on the implementation of T-1 Optimisation, within the Temenos T24 system, for data analytics, that further strengthened the benefits we reaped through it.

T-1 Real-Time Insights

Real time insights that this platform generates has exponentially increased the Bank’s ability to improve its customer service, by offering products-in-demand through data analytics while making informed and speedy decision making to be a first-to-the-market bank. This also opens further avenues to cross-sell, and offer a personalised service, ensuring customer loyalty and satisfaction.

Efficient operations

Real-time data and advanced analytics have enhanced operational efficiency, optimising resource allocation and response times.

Predictive Analytics Capabilities

The availability of real-time data, and data analytics generated a further benefit to the Bank, where market trend anticipation and allied risk mitigation forecasts enhanced the opportunity for innovation and definition of in-demand products, identifying gaps, that significantly increased the Bank’s reputation to be innovative with personal care.

Compliance and Reporting Processes

With the level of heightened regulatory landscape within a challenged economy, the T- 1 Optimisation system has helped us to remain timely, accurate, and accountable in our reporting process, maintaining the healthy reputation we have with the regulatory bodies.

Robotic Process Automation

Our partnership with Automation Anywhere has established a strong platform for automating a number of operational tasks, enhancing system security, and delivering faster, more efficient, and user-friendly support services. Operating 24/7, the system resolves minor issues within three minutes of request submission.

From strengthening system security and assisting with compliance and auditing to reducing system errors and enabling self-service capabilities, Robotic Process Automation (RPA) continues to offer a suite of value-added services that drive cost savings and scalability.

Information Technology

Under our focus on operational excellence, we made several upgrades to our information technology infrastructure, in the year under review. In a dynamic banking environment, the customer focus on convenience and real time data take pride of place, in them managing their money. Being cognisant of this need for the past several years, the Bank exercises due diligence in implementing new and speedy system upgrades whenever it is timely to do so. Over the last few years, several of such upgrades were implemented, and are documented in detail under Digital Transformation at Digital Journey page.

Business Continuity Planning (BCP)

While ensuring uninterrupted continuity of essential business functions, the Bank’s strategy places an undeniable importance to safeguarding its employees. The Bank understands the importance of continued availability of its key people, infrastructure and processes supporting their operations and that in the event of a disaster, the need to ensure timely recovery of critical operations that are required to meet stakeholder demands. For this purpose the Bank has formulated a comprehensive Business Continuity Plan aligned with the regulatory requirements of Central Bank of Sri Lanka as well as ISO 22301-2019 international standard. Training on BCP aspects, testing, auditing, maintenance and continual improvement of the BCP is actively pursued to acclimatise the employees with the planned requirements, in case of an emergency.