Business News of Thursday, 15 November 2012
Mr. Simon Dornoo, Managing Director of the Ghana Commercial Bank (GCB), has said the Bank will adopt a sharper performance management system in order to meet the challenges ahead.
He said the process will separate result-orientated workers from those not inclined to contribute their expected quota.
Mr. Dornoo was addressing the 24th Biennial Delegates Conference of the Employees Union (UNICOF) of the Ghana Commercial Bank Ltd. in Ho on Saturday.
The theme for the occasion was “The Role of GCB Service Culture Plan in Ensuring Quality Customer Service Delivery: Union’s Contribution”.
Mr. Dornoo said attitudes must change, especially customer relations, so that the Bank not only holds on to its clients but also secure more business through their testimonials.
He said the Bank’s performance this year had been good but must be sustained, and that the Bank will continue to go digital to reach clients.
Dr. Fritz Gockel, Board Chairman, said remuneration is correlated with productivity -- stressing the need for service culture to improve to bring in more business “as no one shares poverty”.
He urged the workers to ensure that the Bank’s slogan “We Serve You Better” reflects in all their activities.
Mr. Isaac Bondorin, out-going Chairman of the Employees Union, said the staff are the most important component of the change-drive going on in the bank; saying, “our satisfaction will reflect on the agenda just as our dissatisfaction will do the same”.
He called on politicians to allow the change process to continue unhindered; adding that, “irrespective of which government is elected in December, management and board should remain intact for us to complete the change agenda.”
He called on his colleagues to contribute actively to the success of the change-agenda.
“We have set our hand on this plough of change to lift our dear bank to a higher pedestal; may we not lose focus but remain positive and build that strong partnership with management for the attainment of this success,” Mr. Bondorin said.
Mr. Henry Ametefe, Deputy Volta Regional Minister, said certain mannerisms of some staff, especially tellers, often gave image problems to the bank, saying: “quality service and the lack of it has become a major issue in this country and its institutions”.
Mr. Ametefe applauded the bank for refurbishing some of its branches, increasing access to ATMs, and the introduction of other easy banking products through the Internet and phones.
He said the change dubbed “Good to Great” is already being felt by the bank’s customers across the country.