Wealth & Finance International 6 Customer satisfaction and feedback We have a systematic approach towards customer satisfaction at our branches. The branch staff are provided with regular training on customer service and delivery TAT. We have introduced a customer level feedback programme on the quality of services we provide. The call centre department makes regular calls to the customers to ascertain the quality of services provided, and updates management on the feedback and action taken on any anomalies. Azizi Bank have been awarded the Best Bank - Customer Service and Best Retail Bank, 2016 award by the International Finance magazine, London and South Asian Partnership Summit, Sri Lanka respectively last year. We have been receiving quite encouraging responses from our custom- ers. The bank has seen a transformation change on the level of cus- tomer service provided over the last 18 months. Amongst all the banks in Afghanistan, Azizi Bank have the highest customer acceptance on Facebook, with a rating of 4.5 on a scale of 5. Azizi Bank is also widely accepted on the other social media pages. Last year, we received an award from an international firm for being the best socially acclaimed bank in Afghanistan. Opportunities and challenges in the future Azizi Bank has completed a tough and challenging, yet quite interesting journey of more than 10 years of existence in the country. We are fore- seeing opportunities for the bank rather than any challenges. Success cannot be achieved unless you beat all the challenges. Our team is committed and ready to face all the challenges. We have already incorporated the Vision 2020 plans and have very positive feelings about that, something that reverberates throughout all of our energetic team here. We have engaged one of the top US based international consultancy firm – Alvarez & Marshall, to strategise our vision of sustained growth in a systematic and phased manner. On these premises, Azizi Bank has developed its strategic plan, with a keen eye for progress and development. The bank has planned an aggressive growth strategy through reconstitution of the sales team and various marketing strategies, i.e. tie-ups with corporates, various inter- national joint venture initiatives for investment in the country etc. Accordingly, Azizi Bank has drawn up our financial plan projecting strate- gies for growth. In its Vision 2020 initiative, the bank will witness a signifi- cant growth on all sectors thereby maintaining its position as clear market leaders and catering to the customer requirements and expectations. Azizi Bank has initiated several measures, aimed at vigorous marketing efforts specifically branding of the bank, co-branding with other or- ganisations, tie ups, technological innovations with an eye to cater and partner all in the developmental cycle. The bank is getting engaged in expanding the business activities into other areas through cross sale of other products, i.e. insurance products, acting as collection agents for bill collections to several service providers. The future of the banking industry Banking services are the economic backbone for any nation. One of the important aspects of unifying people and bringing peace in this nation - is developing the economy - and making people financially secure and independent. Azizi Bank is playing a major role here. The job market has seen a reasonable improvement over the last 3 years. Many employment opportunities are created from the government. There are several international NGOs working in the country, who believe in taking the energetic and the talented youth of the country. The mass exodus from the country have reasonably decreased over the last year. Performance of the bank is of course dependent on various eco-political factors. In a country of Afghanistan’s stature with political insecurity, with instability looming in the minds of all there is less capital inflow as donors are uncertain of investment outcomes, as it is difficult to predict them. However, given the present prevailing situations, and the World Bank survey reports, optimism is prevailing in selected infrastructural sectors of the economy, indeed there are prospects of substantial growth. There is much promise for foreign direct investments, and tremendous scope for the developmental of mining, quarrying (with one of the world’s richest resourceful countries), low inflation, improving education rates, more and more integration of the provinces with the capital, more spon- sored infrastructure and more economic benefits trickling down owing to economic integration with other countries etc. Real GDP growth is projected to increase to around 3.90% in 2017, from its present position of 3.10% in 2016. It is expected that these economic benefits will trickle down to the entire population. The econo- my will continue to be stable in the next 2-3 years. With the economic depression, apart, a substantial quantum of in- vestments has been planned for road infrastructure, the power sector, power transmission lines, power generators, electricity generation, the agriculture, IT, oil and gas sectors and so on are estimated to be in the tune of $2 billion. In closing, I would like to stress that Azizi Bank will be the bank of the future in Afghanistan. As it strengthens its presence, Azizi Bank continues to review compliance, risk management skills, systems and processes and where appropriate - it aims to enhance these further. The commitment applies to Azizi Bank’s relationship with its sharehold- ers, customers, employees, suppliers, regulators and the community in which it operates. In addition to our vision 2020 plans, Azizi Bank will expand its presence to neighbouring countries and will open new offices in India, China, UAE, Turkey and other neighbouring CIS countries over the next 1-3 years. Finally, I would like to say that I strongly believe we are the bank of the future. Company: Azizi Bank Name: Mohammad Salem Omaid, President and CEO Email:
[email protected] Web Address: www.azizibank.com Address: Azizi Bank, Head office Ankara Square, Opp Turkish Embassy Main Road, Kabul, Afghanistan Telephone: +93 (0) 701 80 15 15