HNB gears up for unparalleled service paradigm with opening of new Center of Excellence
Sri Lanka’s most progressive private commercial bank, Hatton National Bank PLC (HNB), conducted a special ceremony to mark the opening of its centralised processing centre, titled Center of Excellence to accommodate its back office operations for its extensive network of Customer Service Centers. The Center of Excellence, situated at No.10, Sri Uttarananda Mawatha, Colombo 03, was established by bringing together HNB’s Centralized Operations Department (COD) and the Centralized Credit Operations (CCO) units and houses over 350 staff.
The opening ceremony was graced by Dilshan Rodrigo, Chief Operating Officer of HNB as the chief guest and Dr. Rohan Karunaratne, Board Director of HNB, Damith Pallewatte, Chief Risk Officer/Assistant General Manager – Risk of HNB, Asanga Uduwela, Assistant General Manager Operations of HNB as guests of honor and other corporate management members.
In his address Rodrigo commented that this is historic step in the digital transformation journey, where branch banking would focus on customer acquisition, relationship building and retention, the centre of excellence would focus on streamlined processes, systems, skilled staff, delivering quality with speed to effectively support the front line. The ultimate test of success would be to drive customer experience and satisfaction to a different level. There are significant efforts being made to incorporate best practices not just by improving existing processes but moving in to redesign and innovations of our processes to match the digital lifestyles of customers today.