An island-wide network of branches, cash deposit machines, digital channels, and other essential built and right-of-use assets form the Bank’s manufactured wealth, amounting to LKR 337.6 Mn. As a critical enabler of our commitment to customer-centricity, these assets play a pivotal role in our transformational journey towards sustainability, seamlessly integrating physical presence and digitalisation to deliver service excellence.

The Composition

In 2024, the Bank made significant investments in infrastructure development to support our revitalised service excellence strategy, while also ensuring a safe and welcoming environment for employees and visitors. Several strategic initiatives were implemented in branch and facility improvements, asset management, property leasing, and the integration of advanced technologies.

Branch Network

Our branch network comprises 138 branches with access to over 5,500 ATMs. In line with our commitment to becoming the most customer centric bank that is the easiest to bank with, we undertook several branch relocations, renovations, and refurbishments to enhance accessibility and improve customer experience. These relocations were guided by comprehensive market analysis, taking into account foot traffic, customer demographics, competitive dynamics, and customer feedback. Our continued investment in branch upgrades and expansion is driven by our commitment to meeting the evolving needs of our customers.

Facility Upgrades

During the year we successfully executed several key operational improvements and facility upgrades across various branches:

Refurbishments/Renovation

Nawala Branch Renovation of the DR Unit within the Branch Operations Department to enhance its efficiency and functionality

Ramanayake Mawatha Renovation of the customer lobby to enhance the overall customer experience. Additionally, we have renovated the Bank Assurance and CXU units, ensuring improved efficiency and service delivery.

Deniyaya Branch Completed various infrastructure upgrades.

Elpitiya Branch Relocation of the Elpitiya Branch, aiming for a more accessible and customer-friendly location, offering an upgraded experience for all.

Dikoya Branch Installation of an Automated Teller Machine (ATM) to increase accessibility for customers.

Negombo Branch Redesign of the vault and filing room to accommodate increased customer demand and improve operational capacity.

Nuwara Eliya Launch of the My Space mobile application to better serve the customer base.

Pinnacle Pod New pods were set up at both Nawala and Galle branches, aligning with the Company’s service proposition by creating an inviting and functional environment.

IT Department Renovations Our IT Department underwent significant renovations aimed at enhancing the workplace experience. We installed ergonomic furniture, created private meeting rooms, and developed breakout spaces. These improvements were designed to foster a collaborative and comfortable atmosphere, with a strong focus on promoting employee health and well-being, while also meeting the needs of our modern, tech-savvy workforce.

Regional Office at Bandaragama A new regional office was established at the Bandaragama Branch to improve service delivery and operational coverage.

Pinnacle Centre Renovations were completed at the Pinnacle Centre, resulting in enhanced functionality and an improved customer experience that aligns with the company’s service standards.

Digital Infrastructure

Our manufactured wealth is underpinned by continuous innovation in digitalisation, transforming traditional processes into automated, time-efficient workflows. Automation and data analytics have enabled data-driven decision-making, significantly contributing to our strong performance in 2024. For further details, please refer to Digital Journey on Digital Journey page and Institutional Wealth on Institutional Wealth page.

Sustainability as the foundation

Sustainability is the foundation of all our operations. In line with our environmental responsibility commitments, we integrated energy-efficient systems across the Bank, including the installation of solar panels, energy-saving HVAC systems, and other sustainable infrastructure. Further details are available in Natural Resource on Environment page.