Bank on Durban as it comes of age

Institution lauded for joining the CBD rejuvenation drive while turning branches into cleaner, friendlier places, writes Lyse Comins

STANDARD Bank is to invest more than R80 million in revamping its branches, including those in Durban’s CBD, with several to be transformed into green buildings in KwaZulu-Natal this year.

Imraan Noorbhai, KZN provincial head for Standard Bank South Africa, said: “KwaZuluNatal regions are Kingsmead, Westville, uMmhlanga, Phoenix, Chatsworth, Port Shepstone, Pinetown, Pietermaritzburg, Richards Bay and Newcastle. “Across all regions, we will complete 10 revamps by the end of this year.”

Noorbhai said the bank had already revamped 13 branches, including seven that had received full revamps and six that had undergone facelifts over the past financial year.

“We also opened three new branches in KZN – Tugela Ferry, Watercrest and Springfield.”

The latest branch to be given an overhaul was the eThekwini Branch in Smith Street, to the tune of almost R10m and relaunched earlier this month. “The revamp took eight weeks and was a live renovation with minimal disruption to customers,” he said.

Comfortable, soft-cushioned low stools line the banking hall where customers previously could be found standing in queues, and comfortable, modern chairs provide for a generous waiting area in the middle.

There is little thick glass traditionally associated with banks of the past, with the obvious exception of the tellers’ cubicles, where customers sometimes had to “shout” their instructions to staff.

“The latest design introduced to the Thekwini branch is centred on a human approach. Irrespective of how banking develops, the human element will always be central,” he said.

“Our branch will always be the physical channel environment where our customers connect with us. The psychology of our design is about being human, simple and honest.

“With regard to the removal of glass and seating, the design enhancement allows us to connect with the customer and has been purpose-designed for comfort,” said Noorbhaai.

The Standard Bank group employs 54 361 people nationwide, with about 3 000 in the province and it hopes its green revamps will also provide a better working environment and aid staff retention.

The bank has been instrumental in pioneering and sponsoring the Green Building Council of South Africa’s interior rating tool in branches countrywide and will undertake two green retrofits, in Pietermaritzburg and Richards Bay, this year.

“The tool will form the basis for Standard Bank’s new generation of branch interiors, designed to provide a modern, more welcoming environment,” he said.

“Corporate environmental commitment is high on the list of motives for a green retrofit, as well as improved indoor air and environmental quality, public relations and publicity, improved employee productivity, and enhanced employee attraction and retention.

“The refits at branches will also form the basis of the bank’s sustainability drive in the future,” he said.

Additional recent revamps included Musgrave Road, Westville and Durban University of Technology Steve Biko Campus branches where the bank provides the students with free wi-fi access to be able to do online research in the branch.

“We recognise that we have digitally savvy students and created a fit-for-purpose design – a student hub where students share ideas, have meetings and build memories and experiences with the bank.”

Noorbhaai said among the planned revamps was another CBD branch, in Ingcunce Road (Albert Street), which would be updated this quarter.

“We have an existing customer base we need to serve in the CBD. We have 12 branches and are committed to retaining and serving our customer base in the city centre and consequently rejuvenating our business in the CBD,” he said.

“Our purpose is to improve lives and fulfil aspirations across Africa and our vision is to radically redefine the client experience by understanding and delivering what matters to our customers.”

Speaking at the relaunch of the eThekwini branch, Standard Bank head of retail banking in the region, Ian Shibe, said the branch had opened as a flagship in 2005 and the bank had shown confidence in the CBD at a time when it was unfashionable to invest in the area.

eThekwini Municipality speaker Logie Naidoo said the city always supported the development of the CBD, which complemented its urban regeneration and rejuvenation programme.

“We can be proud our city has grown in leaps and bounds over the past 20 years.

“Our banking sector is rated number two in the world and it’s a great tribute to all of our companies and staff and the talent that we have in this sector of the economy.”

Naidoo said the city had a string of projects in the pipeline, including catalyst developments such as the Point Waterfront, which begins in June and will attract investors from Malaysia and the Middle East.

This would see the erection of “Dubai-style developments and towers,” plans for an 82-storey tower at the Durban Country Club site, which would be the largest building on the continent, and a prime mixed use retail, office and hotel development at the Virgina Airport site.

“Durban has really come of age – we are on the international radar screen. There is a lot of confidence in our city.”