Mr. Hilton Wood, Chief Representative of Doha Bank’s representative office in Australia, received the award on behalf of the bank
Doha Bank was named the Best Retail Bank in Qatar at The International Excellence in Retail Financial Services Awards Ceremony held this month in Sydney, Australia.
Mr. Hilton Wood, Chief Representative of Doha Bank’s representative office in Australia, accepted the award on behalf of the Bank.
Doha Bank Group CEO, Dr. R. Seetharaman said: “We are honoured to be receiving this recognition for our efforts. Since the start of 2013 Doha Bank has accomplished remarkable milestones in the retail banking scene. In addition, the bank sustained its development plan in building the brand image across multiple international markets stretching from Canada in the west to Australia in the east. During this period, the Retail Banking has set in motion the Bank’s strategy for growing market demand by entering new markets and introducing new services and products. Our Al Dana savings reward programme witnessed its tenth year of remarkable success, while also strengthening the loyalty programme rewards for customers. In addition, through increased incentives such as the 0% loans and attractive loan packages to consolidate outstanding debt, the bank continued to strengthen its retail assets portfolio.”
Mr. Suresh Bajpai, Head of Retail at Doha Bank said: “Our retail banking strategy is very omni-channel driven, so all our services and products are available to customers across all engagement platforms. As one of the leaders in local e-commerce we have also set up platforms for local retailers and service providers to deliver goods via online payment gateways. In addition, we have amplified the loyalty programmes associated with our card products, giving customers the broadest array of earning and redemption offers through a network of partners in the market. In addition, we continue to develop the Al Dana Savings programme based on customer needs and feedback. In 2014, Al Dana enters its 11th year and we continue to see growing interest.”
Mr. Bajpai adds: “Our loans portfolio also continues to grow across all primary indicators and we continue to maintain a very healthy NPL ratio, which is in the top performing bracket benchmarks in Qatar as well as globally. The Bank also has a vast physical and electronic remittances portfolio with partners in over 14 countries. The e-remittance service is a big attraction for customers seeking fast and efficient service from the comfort of wherever they are. We have also invested in technology to help customers conduct most of their deposit and withdrawal transactions using advanced ATMs, reducing wait time in branches and to increase customer satisfaction levels. Also, the bank continues its improvements in online and mobile banking technologies to deliver the best interface for 24/7 client servicing. This year the Retail Banking Group has also renewed its focus on international branches to promote the bank as a leading Regional Bank with cross border offers.”
Doha Bank’s approach to delivering customer satisfaction continues to be highly armoured within the culture with the highest quality drivers instituted in the attention to the needs and desires of customers.
The Bank’s Group CEO, Dr. Seetharaman personally sets aside an hour every month to address the needs and feedback of customers. The “Customer Connect Sessions” are the first of kind ever implemented in Qatar, during which customers speak directly to Dr. Seetharaman to address points ranging from inquiry resolution to opportunities they would like to see their bank offer, which illustrates the aspiration to create salient offers and services.
Dr. Seetharaman said: “In today’s competitive environment, we just want to be able to resolve client enquiries as fast as possible and deliver that added value that all customers seek from their bank – a reliable partnership.”
The Bank is planning to implement a similar feedback programme for its corporate clients and is already implementing a similar system with staff at all levels to help improve performance from within the organization.