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Business News of Monday, 10 August 2015


Fidelity to improve operational excellence

Fidelity Bank has trained its staff in stress management, fraud awareness and detection as well as how to cater for the customer better as part of measures to improve the ,operational efficiency of the bank.

This is part of the renewed commitment of the bank to serve the customer better, while recognising them as the cornerstone of the business.

To demonstrate this commitment, the executive management and heads of departments interacted with clients in selected branches nationwide to collect feedback aimed at improving customer service.

The Chief Operations Officer (COO) of Fidelity Bank, Mr Edward Opare-Donkor, explained that Fidelity Bank valued its customers and would take advantage of any opportunity to offer them great services.

“All of us who usually work from the head office have been taken out of our comfort zones and assigned to branches outside Accra such as Tamale, Koforidua, Techiman and Bolga, just to mention a few, to perform various functions, including personal banking, customer service banking hall executive assignments, and vault assistant dities”, he stated.

The rationale, he added, was to enable every customer to have a “wow experience” each time they visited the branches of the bank.

The Director of Banking Operations, Mr Simon Adu Gyamfi, also reiterated that superior customer service could only be achieved when the back office provided effective solutions with speed and accuracy.

Fidelity Bank is an indigenous bank.

Currently, it is the sixth bank with the largest deposits and has almost 80 branches nationwide and 110 automated teller machines (ATMs).

The bank says it is poised to be among the top three banks in the country by 2018.