Stanbic Bank Uganda rewards best performing branch team
August 16, 2018—Top management at Stanbic Bank Uganda (SBU), has recognized the Bugolobi branch team for best performance in customer service delivery in a move aimed at encouraging SBU employees to excel in their responsibilities.
The Bugolobi team emerged top among six finalists out of 70 participating branches and were rewarded with a shield handed over to them by Patrick Mweheire the SBU chief executive early this week.
Mweheire congratulated them for setting a new standard for the bank and industry as a whole. He called for other branches to emulate the Bugolobi team. “Serving and satisfying customers is very crucial. But what stood out with the Bugolobi branch was the ability to go the extra mile by listening to the customers, getting real time recognition of what the issues were, owning them and finding solutions to suit the operating environment,” Mweheire said.
The criteria was that branches that met or exceeded the branch service score target of 85% qualified for the finals. Customer compliments and complaints were factored in. Branches had to select a service pain point and carry out initiatives to improve experience at their branches and the best initiative based on the set guidelines scored the highest.
Umaru Nyanzi, the Bugolobi branch manager said their performance over the past six month period which was reflected in the improved revenues and profit after tax which spiked on account of good customer service.
He said, “As a branch we agreed that our major bottleneck to delivering consistent and exceptional customer experience, was the high number of customers that visited our branch for basic transactions. We therefore devised a robust plan to divert migratable transactions to alternate channels to allow them to pay attention to key branch customer visits. We worked as a team and everyone was held accountable. We used every day as a day to improve in our service delivery and we strive to do it better than the previous day.”
SBU launched its customer service week on Monday across its branch network countrywide. The initiative is aimed at recognizing and rewarding its customers for their trust and partnership with the bank as it strives to build a better tomorrow for them. It remains Uganda’s biggest bank by asset and reported a profit after tax of UGX96 billion ($25 million) for the first six months of 2018.