Against the backdrop of increased competition in the industry, Wema Bank has revealed that it would soon complete its central processing centre, expected to significantly boost service delivery.
Managing Director/Chief Executive Officer of Wema Bank, Mr. Segun Oloketuyi, disclosed this at the commissioning of the financial institution's contact centre.
According to him, the completion of the central processing centre would lead to the bank having a centralised operations system, thus ensuring a reduction in transaction times, costs and enhancing the quality of service.
As he put it, 'In the nearest future, the bank seeks to complete its central processing centre, which would ensure a properly centralised operations centre for the bank and would reduce drastically transaction times and improve service delivery further.'
The Wema Bank boss explained that the processing centre and the contact centre were part of innovative measures introduced by the bank's current management to ensure that it continues to remain competitive.
He noted that, having realised that innovation was key to being successful in the industry, the management team, since it assumed duties about three years ago, has focused on introducing strategic innovative policies that have enabled the bank not only to survive the banking crisis but also to withstand the keen competition in the industry.
He said, 'When we began the transformation agenda of the bank a little over three years ago, it was obvious that to compete effectively we must out-innovate and offer a unique relationship banking experience like no other. Thus we embarked on a series of service-oriented initiatives, which the contact centre is an integral part of.
'Innovation for us at Wema Bank is not just a buzzword. It is at the very centre of who we are and what we do. This critical element gives us a competitive edge in a market filled with large players with huge resources to deploy.'
He disclosed that in order to deliver innovative thinking and come up with products and services that are revolutionary, the bank invests a lot of resources in the training of staff and encourages them to think 'outside the box'.
According to him, 'We remain the only bank in Nigeria to have deployed the FINACLE 10.2 Core-Banking Application platform, which was done in record time of eight months, garnering praise from home and abroad.
The FINACLE 10.2 Core Banking Application has further improved our product and service offerings while creating a stronger, more efficient and integrated financial services platform for the bank.
'Our new website, www.wemabank.com, which was deployed on February 10, 2012, is also a testament to the renewed drive of the bank to provide effective banking solutions and a great service experience, online and offline, for our customers.'
Significantly, though it is not the first bank in the country to establish a contact centre, the Wema Bank contact centre, known as 'Purple Connect,' is believed by analysts to be one of the most innovative in the industry.
Equipped with state-of-the-art infrastructure and staffed with well-trained service agents, the Wema Bank contact centre is set up to run 24 hours, seven days a week, assisting customers with enquiries and queries or any challenges they might have in transacting.