HNB PLC was recognised among the top private and state financial institutions at the LankaPay Technnovation Awards 2023 recently.
The bank was awarded the ‘Bank of the Year for Excellence in Customer Convenience’ in Category A, in recognition of key initiatives launched to ensure convenience to customers across its digital platforms, where Category A consisted of large state and private banks. They were adjudged to be the best bank in providing customer convenience through digital products and the facilitation of an increased number of digital transactions.
Hosted by LankaPay to recognise and reward flag bearers and promoters of innovative digital payment solutions, the awards were held under the patronage of Central Bank of Sri Lanka Governor, Dr. Nandalal Weerasinghe.
HNB Deputy General Manager – Retail and SME Banking, Sanjay Wijemanne said, “We are thrilled to be recognised at the Technnovation Awards for the second consecutive year. We also need to recognise the efforts of all the winners and nominees, who have continued to build upon the efforts towards making Sri Lanka a digitally empowered nation. Within this prestigious pool of businesses, we are honored that our efforts towards supporting innovative digital payment solutions was acknowledged.”
The bank redefined customer experience in digital banking by accurately mapping out critical points, following the complete overhaul and restructuring and digitalisation of its front, middle and back-end functions in 2013. The move pushed the organisational culture into a digital-first mindset.
The bank set up Digital Centers of Excellence to centralise administrative and back-office functions, which led to a significant portion of its operations being automated.
HNB Assistant General Manager, Digital Business, Chammika Weerasinghe said, “We take a holistic view towards our customer Journeys with regard to products and services and we are aggressive in establishing the necessary technological infrastructure to adopt new capabilities across the organisation.
“The only rule is that it must effectively serve the needs of our customers. By combining automation, Artificial Intelligence (AI), robotic process automation, and other emerging technologies, banks can offer digital financial assistance to facilitate seamless and frictionless transactions. For our customers the result will be greater convenience, value, and security,” he said.
Launched in 2017 with the aim of recognising the pioneers of payment technology innovations, the LankaPay Technnovation Awards recognises institutions that promote and increase the use of their products, driving volume and growth in the market.