CIBN Moves to Tackle Poor Service Quality in Banks

Concerned by the significant drop in service quality in bank branches, the Lagos Chapter of the Chartered Institute of Bankers of Nigeria (CIBN) has expressed its readiness to reverse the trend. Chairman, CIBN Lagos Branch, Mrs. Taiwo Ige said this while addressing journalists in Lagos at the weekend.

According to Ige, the branch had received a lot of concerns by bank customers over the decline in the quality of service in bank branches.
“A recent workshop was held where we raised a lot of concern about the deterioration in the quality of service being rendered by some bank officials. That is partly because some of the bank employees don’t have enough grip and training on what they are doing.

“But what we want to do going forward is to meet with Head of Operations of all banks in Lagos and then work out various courses and workshops that we would run to improve the quality of service that is being rendered to the public. We intend to run these courses and you will see an improvement in the quality of service,” she explained.

Also, while speaking on the agenda for CIBN Lagos, Ige stated that in conjunction with other members of her executive committee, the institute would focus increasingly on capacity building and certification of members.

Furthermore, the CIBN Lagos boss noted that in pursuant of the institute’s objective of developing highly skilled manpower, professionals and in ensuring high ethical standards within the banking and finance sub-sector, the branch would continue to organise workshops, conferences and seminars.

She pointed out that there is an in-depth analysis of the institute’s efforts at building appropriate capacity for the banking industry, adding that the effort is anchored on CIBN’s examinations and certifications.
“The institute has taken various initiatives and steps to make it examinations student friendly and globally competitive especially with the introduction of five routes to the Associate of Chartered Institute of Bankers – the Chartered Banker MBA, the ACIB-HND, ACIB-BSC Linkage programmes, the regular evening/evening classes, the experienced/practitioners route and collaborations with local and international institutions.

“We would strive to promote membership – embark on a very strong membership drive especially now that the institute has inaugurated Banks/Other Financial Institutions Chapters and Satellite branches. Currently, the institute has about 107,000 members, we would strive to grow the global figure within the tenure of this present regime,” Ige said.
Other activities the branch would focus on include its annual Lagos Bankers’ night, courtesy visits and collaboration with its national secretariat.

“The Lagos bankers’ night is an annual forum where bankers and stakeholders in the economy meet to deliberate on contemporary issues affecting this sub-sector and the nation’s economy as a whole.” (Thisday)