Q2 2019

www.wealthandfinance-news.com 8 Wealth & Finance International - Q2 2019 The global financial landscape is changing dramatically, evolving on the back of technological development, and expansive regulation. On a similar front, working in tandem with this churning paradigm shift, is the effect that changing consumer behaviours are having on an industry that was- for the most part at least – in charge of its own course. As banking turns to more digital fronts, it is having to adapt to the needs of the people that utilise its services. Many long-standing establishments have become defined, as a result, by resistance, as they cling to the practices of yesteryear. This has led to a rise in so-called ‘Challenger Banks’ who have adopted an innovative outlook to capitalise on the market’s new customer-centric ethos. But what happens when a more traditional brick and mortar bank follows this path? And, more appropriately, how has Azizi Bank in particular become a paragon on the field, reaping the rewards where their peers and competitors have floundered? Dr Omaid explains more. “This institution is the outcome of the professional and entrepreneurial commitment of its founder, Mr. Merwais Azizi, and its top management team to establish a high-quality, customer-centric, service- driven, private Afghan Bank catering entirely to the future businesses of the country. Having formed in 2006, the bank today has more than eighty branches and more than 100 ATMs and, along with its 100% subsidiary bank The Islamic Bank of Afghanistan, has the highest network of branches and ATMs in the country. Azizi Bank has swiftly become one of Afghanistan’s largest commercial banks with a presence across 31 of the country’s 34 provinces. From the outset, the bank has sought to become a stalwart on the global financial market, driving technological innovation in the sphere. On the back of this approach, Azizi Bank was named the ‘Best Commercial Bank’ in Wealth & Finance International’s 2019 Global Business Excellence programme. Following this deserved success, Dr. (Prof) Mohammad Salem Omaid, CEO of Azizi Bank, was interviewed to find out more about the bank’s mission, vision and how it aligned itself with the highest international standards of corporate governance, social responsibility and customer relations. A Paragon in Commercial Banking in the Islamic Republic of Afghanistan Mar19264 “The vision of the bank is to evolve into a professionally managed technologically advanced bank with world-class cost-effective products and services, following the best international practices and contributing to the national economy and adding value to its stakeholders. Its mission is to provide excellent professional services with the usage of the latest technology with an eye on a sustained corporate social responsibility and maintain its commitment towards all its customers, staff, shareholders and stakeholders.” Ultimately, Azizi Bank has thrived through a dedication to its five founding values: Operational Excellence, Customer Focus, Product Leadership, People and Sustainability. More impressively, the bank has secured sustained growth year on year despite substantial challenges in the country, acting as testament to the strength of their offerings and ethos. “Azizi Bank’s key clients includes retail and corporate bodies, trade finance and remittance businesses. Afghanistan is an import-driven economy with more than 90% of the goods imported into the country. It is also an USD driven economy. Afghanistan is also a challenging economy, with its own political challenges over the last two decades and beyond. The country was under the FATF sanctions until June 2017 where it was barred from having any USD inter-bank cooperation with banks around the world. This issue of USD Nostro is still a big challenge in the country with most of the banks.” Dr Omaid continues, moving on to discuss the importance of client service to the bank’s ongoing development and operations. “Azizi Bank ensures prima facie importance on customer service. It believes this important aspect as the most important factor of its sustained growth. The bank ensures regular training of its employees to guarantee exceptional customer service. Classes and training programs on the various aspects of customer service are held regularly in the training room of the bank. Employees are also sent to attend international training programs on customer relations and effective service. Regular monitoring of the same is done by the head office official and specially incorporated customer service cell in the bank.” To make sure that the bank remains in-line with the needs of their customers, Azizi Bank regularly conducts market research, as Dr Omaid sheds more light on their efforts. “Azizi Bank is dedicated to conducting comprehensive market research to understand customer requirements. Afghanistan is a niche country in terms of new banking indicatives as only 10-11% of the people are banking, as per the Central Bank’s report, and Afghanistan is an Islamic nation. This opens up the opportunity to create products as per the requirement. This is the reason why Azizi Bank converted its 100% subsidiary bank into a full-fledged Islamic bank. Additionally, more than 70% of the population in the country are mobile savvy, and this is the reason why Azizi Bank have developed mobile- based technologies to bring more and more customers into the banking fray.” The conversation soon turns to things of a more corporate nature: namely, governance policies and the crucial role that they play in outlining the bank’s