FirstBank H1'11 Investor & Analyst Presentation
Summary &
Strategy &
Transformation
Risk Mgt &
Corporate
Financial
Review
Operating
Environment
Highlights
Outlook
Governance
We continued the execution of our five key initiatives to transform
service delivery
FirstBank
Since 1894
Transforming Service Delivery
Centralised Processing
Branch Transformation
Manning/Front-Line
Transformation
Issue Resolution/
Customer Experience
& Branch Process
reengineering
Channel Optimisation
& Migration
Continuously identify
and resolve customer
issues; monitor our
customer
experience, and
prioritize improvements
based on customer
feedback
• Centralise transactional
processes and optimise
branch processes, to
drive
standardisation, reduce
transaction processing
times, and decongest
the branches.
.
Improve our branch
ambience, increase
awareness of our
products & services, and
encourage customer
migration to alternative
channels
Optimise our manning
structure, empower
staff, and align our front-
line staff with our service
delivery mandate
Optimise costs and
increase customer
satisfaction by ensuring
alternative channels
work, and migrating
customers to appropriate
channel (based on
segment needs and
requirements)
CUSTOMERS
RST
FirstContact
welcome
to
FirstBank
0700 FIRSTCONTACT
(0700-34778-2668228)
[email protected]
FirstBank H1'11 Investor & Analyst Presentation - 27/07/2011
Truly the first
M
Firstan
CHEQUE CONFIRMATION
WHAT YOU NEED OPTIONS
customer care
BRANCH
OPERATIONS
MANAGER
HEAD FUNDS
TRANSFER
HEAD
SERVICE
HEAD CASH
OPERATIONS
Secreta
HEAD CLEARING HEAD CREDIT
&SUPPORT
TREASURY
OPERATIONS
FUNDS
ACCOUNT
ATM CUSTODIAN
HEAD TELLER
ACCOUNTS& CREDIT&
TRANSFER
OPENING!
CLEARINO MONITORINO
OFFICER
NAINTENANCE
OFFICER
OFFICER
How way
How may I help you?
FOREIGN
CUSTOMER
OPERATIONS
TREASURY
TELLERS
BULKTELLER
OFFICER
CARE OFFICER
SUPPORT &
OPERATIONS
ADMINOFFICER
OFFICER
MONE!
EBSMESS
TRANSFER OFFICER
SUPPORT
OFFICERS
NOTE
COUNTERS &
SORTERS
ATM GALLERY
INTERNET BANKING
30View entire presentation