BOV branch management discusses bank’s strategy

Bank of Valletta’s branch managers and their assistants participated at a two-day workshop held at the Intercontinental in St Julian’s.

The main aim of these sessions was to update the branch management with market trends and the bank’s performance, while ensuring open communication lines are maintained across the organisation.

Speaking at the end of the first session, Geoffrey Ghigo, head Branch Network explained: “Our branches offer the full suite of financial services including investments, insurance as well as self-service banking services. Constant changes are taking place across all business areas, so these sessions constitute an important opportunity for our management to meet up with the leaders in the different sections to discuss their concerns as well as those of their customers. In so doing, these sessions provide a valuable opportunity for insightful and enriching exchange of ideas.”

Participants discussed several topical issues, including trends in modern banking, regulatory requirements as well as the bank’s plans for digitalisation. Customer feedback regarding the level of service provided by the bank from its different touch points consti- tuted another discussion.

Kenneth Farrugia, chief Business Development officer said: “The bank’s strength lies in the extent to which the different units understand one another and collaborate to ensure a positive customer experience, whenever the customer engages with the bank, at any touch point. The bank is investing heavily to ensure that this experience meets the customer’s expectations, every time.”

He also spoke about the initiatives being undertaken by the bank whereby financial education sessions are organised for clusters of customers on a regular basis.

“These initiatives are a result of the bank’s belief that it has an active responsibility towards educating the market about the different financial services and support customers in taking informed financial decisions based on a thorough understanding of their personal circumstances.”