HNB PLC sealed its reputation as Sri Lanka’s undisputed leader in retail banking, having been crowned as the Best Retail Bank in Sri Lanka for the 12th occasion at the prestigious International Excellence in Retail Financial Services Awards 2022 hosted by the Asian Banker Magazine.
Considered among the most rigorous, prestigious and transparent awards programmes for consumer financial services in the world, the awards are designed to showcase regional institutions that establish new benchmarks in stability, innovation, digital enablement and process re-engineering towards unleashing rapid, sustainable growth.
Commenting on the landmark achievement, HNB Managing Director/CEO, Jonathan Alles said: “HNB was founded on the principle that true partnerships built on integrity and service can only lead to progress. Over 134 years, we have carried this legacy forward with an equal sense of pride and responsibility to build upon the progress of generations. These values have led the bank to constantly transform its capabilities, and evolve with the times, in order to be of service to as many Sri Lankans as possible in good times and bad.
To be recognized for the 12th occasion as Sri Lanka’s Best Retail Bank, is of course an incredible validation of this legacy, and the dedicated efforts of our entire team. Looking ahead, we face unprecedented challenges but within these issues, are also the seeds of a better future. The entire HNB team remains steadfast in our commitment to serve the people of Sri Lanka as a true partner in progress.”
Retail banking is a flagship segment for HNB, which caters to the needs of over 2.5 million Sri Lankans island-wide. In addition to the bank’s extensive customer service network of 255 branches and 795 Self Service Machines, HNB has also been a pioneer in leveraging digital banking products, services and channels to provide customers with convenient, comprehensive and secured options to transact remotely.
Parallel to these efforts, the bank has been driving pioneering improvements in its customer service capabilities, which have been scaled up by the implementation of Robotic Process Automation (RPA) to establish automated chat services. This enables customers to gain easy access to information about HNB’s extensive range of products and services, including extensive assistance and support on any issues they may run into.
Over the past year, the bank delivered another strong and stable performance despite significant challenges, as reflected in the bank’s strong growth in Current Account, Savings Account (CASA) deposits. Meanwhile, the bank added 3 new products to its retail banking portfolio including a Premier Current Account, Investment Plans for adults and children and a Teen + savings account with the linked debit card allowing teens to manage and track their finances.