QUALITY SERVICE STANDARD

SKYE BANK PLC April, 2010 Prepared by: Process Management Team @CEM

Table of Content Page 1. Background 2. Objectives 3. Review and Amendments Process 4. Service Standards 5. Implementation imperatives 3 3 3 3 41

2|Customer Service Charter / May 4, 2010

1. Background The Skye Bank Quality Service Standard is designed to set the internal service expectations and help manage the customer experience between departments in the bank and ultimately our customers. It helps to define relationships among various departments/units and allows for an open and transparent approach that all parties understand and can work within. This document will be used in defining the service standard in the bank and it will be subject to periodic review. However, the existing performance management structure will guarantee realistic and measurable commitments of stakeholders to the effective implementation of this document. This document does not deter exceptional service delivery rather it is a platform for driving service delivery and good customer experience. 2. Objectives To provide a common understanding of service requirements/capabilities To define the service to be delivered by all staff and the level of service which can be expected by customers; reduce the risk of misunderstandings, conflict and unrealistic expectation that could lead to poor customer experience To institute a formal system of objective service level measurement and ensure that further reviews are based on factual data 3. Review and Amendments Process This charter will be reviewed bi-annually to ensure that standards set are realistic and measurable in event of inevitable changes. Amendments can be initiated by either the process owners or the Customer Experience Management group. The proposed amendments will also be reviewed with all stakeholders before presenting for management approval. 4. Measurement Procedures 5. Service Standards 5.1 General Customer Service Attitude

5.1.1 5.1.2 5.1.3 5.1.4 5.1.5 5.1.6 5.1.7 5.1.8 5.1.9

Resume work early Always appear neat and tidy in line with the banks professional grooming Always wear identity cards, lapels and name badges as deemed appropriate Greet customers and colleagues politely Listen attentively and understand customer needs before you respond Respond to telephone calls in line with the banks telephone etiquette Offer genuine assistance to all customers and pay attention to details Always say Thank you and Have a nice day Always ask Sir/Madam, how may I say yes to you today?

5.1.10 Avoid arguing with customers or hurriedly dismissing a service problem 5.1.11 Display a lot of urgency when dealing with customers

3|Customer Service Charter / May 4, 2010

5.1.12 Avoid generating noise in the office No playing of music from the desktop, laptop

except under strict instruction. No use of ear plugs at the service points
5.1.13 Keep the walls white 5.1.14 Dustbins must be in every desk and service point and must emptied at intervals 5.1.15 Address one another on first name basis or using surname e.g. Peter Touch can be

addressed as Peter or Mr. Touch

5.1.16 Resumption time 5.1.17 File Maintenance 5.1.18 Door Attendant (Security Personnel)

7.45 am prompt Daily/weekends Attends to all users (Customers & Staff) To be responded to immediately or within 24 hours where immediate response is not possible Preference should be given to external customers

5.1.19 Customers enquiries

5.1.20 Serving Internal & External Customers

Receptionist/Front desk officers/Secretaries

5.1.21 Resumption time 5.1.22 Resolve all call request

7.30 a.m. Immediately or escalate within 5 hours Promptly

5.1.23 Ensure that all visitors/customers are

attended to in a professional manner

5.1.24 Ensure that all visitors to the Bank complete

Always

the visitors registers and are given appropriate tags at the reception or Visitors form if staff is unavailable
5.1.25 Ensure that all tags are collected from

Always

departing visitors and accounted for at the end of the day.

5.1.26 No eating, chewing, drinking, buying and

Never

selling while on duty

5.1.27 Reception should not be left unmanned under

Never

any situation
5.1.28 Ensure that all enquiries from

Always

customers/visitors are attended to and forwarded as applicable

5.1.29 Ensure the reception /environs are kept

Daily whilst carrying out duties

4|Customer Service Charter / May 4, 2010

clean, orderly and free of clutter. No visitor should be left unattended to for more than 10 minutes
5.1.30 Ensure that air freshener dispensers are filled

Always

and functional
5.1.31 Report unusual and abnormal occurrences

As required

and visitors
5.1.32 Take stock of all items under your care and

Daily

report all missing items

5.1.33 Maintaining confidentiality and tact

Always

Security (Doorman, Internal & External Guards)

5.1.34 Resumption time

6.00am Morning Duty 6.00pm Night Duty Neat at all times in the provided uniform with matching belts and shoes, tucked in shirts and ties. No dress down for drivers/dispatch riders/guards on Fridays All visitors, at the point of entry For all door/lift users (Customers and Staff) 24 hours daily Ensure property is removed with appropriate approval Immediate

5.1.35 Physical appearance

5.1.36 Polite Screening/directing visitors

5.1.37 Opening doors/calling lifts 5.1.38 Security of the Banks property 5.1.39 Screening/ registration of all banks property

leaving the premises

5.1.40 Report any suspicious moves to Head,

General Services/Branch General Service Officer or any other senior officer of the bank
5.1.41 Adherence to telephone etiquette

As prescribed by the Bank

Drivers/Dispatch Riders
5.1.42 Resumption time

7.00 am All drivers/riders to register in their arrival time 7.30am to 7.50 a.m. daily. As soon as the driver resumes at work. All cars must be provided with a bucket and cleaning materials 7.00am All Drivers with half tanks to refuel subject to 2 tanks maximum per week

5.1.43 Care of vehicles/motor bikes

5.1.44 Fueling of cars/bikes

5|Customer Service Charter / May 4, 2010

All riders to refuel every morning

5.1.45 Filling of Log books

Logbooks to be filled for every movement. It is the responsibility of the driver/rider to have it signed off by the officer who authorized the movement and cross checked by the boss and equivalent in the Head Office and branch From 6.00 pm. At close of work everyday, the vehicles/bikes should be parked at designated locations as approved. Vehicle/bike keys to be submitted and every driver/rider signs off Routinely: Drivers must ensure that their cars are serviced after every 5,000km Riders must ensure that their bikes are serviced every month Every accident no matter how minor must be reported immediately (latest within 24 hours of occurrence) Neat at all times in the provided uniform with matching belts and shoes, tucked in shirts and ties. No dress down for drivers/dispatch riders/guards on Friday At all times

5.1.46 Parking of vehicles/bikes

5.1.47 Routine maintenance

5.1.48 Accidents

5.1.49 Physical Appearance

5.1.50 Use the seat belt while in all company

vehicles
5.1.51 Use of crash helmet for dispatch riders while

At all times

on banks motor bikes

5.1.52 Adherence to telephone etiquette

As prescribed by the Bank- Please refer to the banks telephone etiquette Drivers should ensure strict adherence to Traffic Rules and Regulations at all times. They must not contravene any of the rules at any time. Sanctions from such contraventions shall be borne by the driver/dispatch in addition to other punishment. Drivers should ensure that their Drivers licenses and other related vehicle documents are valid and

5.1.53 Traffic Rules

5.1.54 Vehicle Particulars

6|Customer Service Charter / May 4, 2010

complete before embarking on any journey

5.1.55 Training of Drivers/Dispatch

Bi-annually

5.2

Office Cleaning Service Quality Standards 6.00 am

TASK/PROCESS
5.2.1

Resumption time Physical appearance and hygiene Marble/floor

5.2.2

Neat at all times and in compliance with complete company dress code T-shirt and Jeans

5.2.3

Polishing

2 times monthly for Head Office and once in a month for Branches 4 times monthly

1st and 2nd Saturday of every month

5.2.4

Marble finish/floors Marble finish/floors Glasses Glasses Wall tiles Wood partitions Toilets

Buffing

Every weekend

5.2.5

Dry mopping/ vacuuming Dusting/buffing Washing/cleaning Dusting/buffing Dusting/buffing

Every morning/hourly Daily 4 times monthly 4 times monthly Daily

Between 9.00am 5.00pm 9.00am 12 noon Every weekend Every weekend Daily 9am 12 noon

5.2.6 5.2.7 5.2.8 5.2.9

5.2.10

Wash/clean

Hourly (and as the need arises)

9.00am 5.00pm

The above schedule applies to Head office, Training school and branches. However the branches will also include cleaning of the banking halls
5.2.11

Counting rooms/banking halls Staircase

Sweeping/emptyin g dustbins

Hourly

9.00 am 4.00 pm

5.2.12

Sweeping/clearing

In the morning/as the need arises

7.00am 5.00pm

5.2.13

Adherence Telephone etiquette

to

As prescribed by the Bank

7|Customer Service Charter / May 4, 2010

5.3

Information Technology Business Support (IT Biz Support) Service Quality Standards

Task/Process IT Operations
5.3.1

End of Day Processing

Start at 7:00pm, system should be ready at 7.00am, provided there is no issue. By 7:30am Start on last day of the month, complete within 24hrs

5.3.2 5.3.3

Upload of Reports to Skyeplus End of Month Processing and Transfer of data for Statement printing to vendor through FTP or CD Resolution of complaints regarding salary upload via GEFU

5.3.4

Immediately

IT Helpdesk/Flexcube Support
5.3.5 5.3.6 5.3.7 5.3.8

Server Certification New Branch configuration on Host Server Recertification Complaints assignment Resolution Receipt to

Within 24 hours Within 24 hours Within 24 hours 1hr upon receipt of complaint align with the 72 hrs handling 6 hours

5.3.9

First Escalation (Superior receipt of assignment

officer)

upon

5.3.10 Second Escalation (Solution provider) upon

48hrs

receipt of 1st escalation

5.3.11 Bulk Account Creation

within 48hrs upon receipt of request

IT Telecoms/Link Management
5.3.12 Resolution of Link downtime within Lagos

within 1hr of notification

(without equipment failure)

5.3.13 Resolution of Link downtime in Upcountry

Within 1hr of notification

branches (Without equipment failure)

5.3.14 Resolution of Link downtime within Lagos

24 hours upon notification

(with equipment failure)

5.3.15 Resolution of Link downtime in Upcountry

48hrs upon notification

branches (with equipment

5.3.16 Provision/Installation of Link to new branches

4weeks

8|Customer Service Charter / May 4, 2010

IT Infrastructure
5.3.17 New server installation within Lagos 5.3.18 New server installation in Upcountry branches 5.3.19 Hardware repairs/maintenance 5.3.20 Replacement of Server 5.3.21 Email complaints resolution

24 hrs after approval 48 hrs after approval within 48hrs within 48hrs Acknowledge complaint within 24 hrs upon receipt of complaint and resolve within 72 hrs 1 week of set-up (work is usually done in phases with the building contractors and GSD) 3 days

5.3.22 Cabling of a new branch/ATM center

5.3.23 Installation/Testing of equipments in a new

branch 5.4 Information Technology Management (IT Mgt) Service Quality Standards

Task/Process Skyeplus Operations

5.4.1 5.4.2 5.4.3

E statement generation Daily E-statement generation Monthly Internet Banking Set Up

Before 12 noon Within 24 hrs after EOM processing Within 24 hrs upon receipt of request Within 24 hrs upon receipt of request 95% uptime Within 24 hrs

5.4.4

Internet Banking password reset

5.4.5 5.4.6

Skyeplus Availability E plus complaints resolution

Process/Workflow Automation
5.4.7

Process automation

Time frame as agreed by both parties

5.5

E-Channels Service Quality Standards

Task/Process E-Business Solutions

5.5.1

Password reset(PayDirect)

5 minutes

9|Customer Service Charter / May 4, 2010

5.5.2

Pin reset

PIN Pickup: 24 hrs Incorrect PIN: 5 hrs 20 minutes For same day complaints @ Branch level: 30 minutes For next day complaints, routed via Switch: 2 days 20 minutes

5.5.3 5.5.4

Profile creation Duplication of debits

5.5.5

Linking error

Auto Pay
5.5.6 5.5.7

Salary Upload Request Resolution of wrong posting

Within 24 hrs of receipt of request Within 24 hrs of receipt of complaint resolution of Within 24 hrs of receipt of complaint

5.5.8

Contact receiving wrong posting

Bank

for

E-Tranzact
5.5.9

Account set-up

1 hour upon receipt of all documents from Branch subject to Account opening & flagging 1 hour 24 hours upon receipt of report from e-transact Within 5hrs Within 30mins

5.5.10 Generate Merchant ID to send to e-tranzact 5.5.11 Forward process flow to branches

5.5.12 New Branch Set-up 5.5.13 Profile Creation for new users

Skye Mobile
5.5.14 Cash retract 5.5.15 Contact Interswitch on wrong transfer

24 hours Within 1 hour of receipt of complaint.

Card Services (Local)

5.5.16 Card request

(Lagos)4 working days & 6 working days for upcountry 24 hours 24 hours after logged & authorized @ Branch (Lagos)4 working days 6 working days upcountry

5.5.17 Pin re-issue 5.5.18 Cash retract on us

5.5.19 Card replacement

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Card Services (International)

5.5.20 Card request

(Lagos)48 hours upcountry 96 hours after authorized@ the branch 24 hours after authorization by the BSM. 5 working days 48 hours

5.5.21 Pin re-issue

5.5.22 Dispute resolution 5.5.23 Card replacement

Operations
5.5.24 Request for reversals 5.5.25 ATM GL Reconciliations 5.5.26 E-payment settlement

within 24 hours Daily (function of the branch) Within 24 hours upon receipt of fund and report from the switch

ATM deployment
5.5.27 Site Construction 5.5.28 Complaints Resolution 5.5.29 Faulty ATM repair

Dependent on General Services within 24 hours within 48 hours if the component is readily available Quarterly

5.5.30 ATM site inspection

POS
5.5.31 Deployment without extra features: Lagos 5.5.32 Deployment with extra features: Lagos 5.5.33 Deployment without extra features: Up

72 hours 72 hours 7 working days

country
5.5.34 Deployment with extra features: Up country 5.5.35 Complaints resolution: Lagos

7 working days Acknowledge within 24hrs and resolve within 72 hrs Acknowledge within 48 hrs and resolve within 72 hrs

5.5.36 Complaints resolution: Up country

5.6

Domestic Operations Service Quality Standards

Task/Process Clearing
5.6.1

Outward clearing

6 working hrs from receipt of mail then 2 clearing days for Cheques to clear before value is given to the

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beneficiary
5.6.2

Inward clearing

Same day debit of all accounts upon receipt of cheques Same day value to beneficiary upon receipt of mail before clearing unit deadline of 11.00am Same Day of receipt from NIBSS

5.6.3

NEFT processing Outward

5.6.4

NEFT processing Inward

Fixed asset
5.6.5

Amortization of Prepaid Expenses

Deadline for submission of all prepaid expenses is 20th of every month of Fixed Deadline for submission of all fixed assets procured during the month is 20th of every month. All issues raised on the Assets Register are attended to within 24 hours Same day if submitted before the cut off time of 4.00pm Same day upon receipt of approval before cut off time of 4.00pm Same day upon booking of loans Same day upon receipt of request within banking hours

5.6.6

Maintenance and Assets Register

management

5.6.7

Booking of Loans (Retail and Commercial loans) Booking of Staff Loans

5.6.8

5.6.9

Taking of Fees Income on Loans

5.6.10 Enquiries on Loan balances and restructuring

Treasury operations
5.6.11 RTGS/NIBSS

Same day Debit to customers account and Transfer upon receipt of request before 12.00noon cut off time Same day Debit to customers account and Transfer upon receipt of request before 12.00noon cut off time Printing and posting within 10 minutes delivery time 10mins after receipt of deal slips Same day upon receipt of request for terminating/booking and crediting/debiting of customers accounts and for roll over 24hrs response time for Accounting

5.6.12 BDC transfers

5.6.13 RTGS Inflow

5.6.14 Money Market 5.6.15 Fixed Deposit

5.6.16 Skye Exchange

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entries and postings

5.6.17 Treasury Bills

24hrs response time for Accounting entries and postings 24hrs response time for Accounting entries and postings 24hrs response time for Accounting entries and postings

5.6.18 Bonds

5.6.19 BDC

Settlement
5.6.20 Settlement of transaction for branches 5.6.21 GEFU Upload 5.6.22 Contractors payment 5.6.23 Expense

24 Hour response time 4 hour response time 48 hour response time 30 minutes, 2 hour response time for account crediting 5 hours upon the release of user ID by Compliance Dept. 30 minutes upon the receipt of approved documents 15 minutes response time

5.6.24 Opening of GLs and Products on approval

5.6.25 Bank draft and CBN cheques

5.6.26 Cash advance

5.7

Revenue Collection Service Quality Standards

Task/Process Revenue collection receipts

5.7.1

FIRS

20min (e-receipt) and 2 weeks (receipt from FIRS) 20min (e-receipt) 20min (e-receipt) 20min (e-receipt) 20min (e-receipt) and 1 week (receipt from the State) 20min (e-receipt) 20min (e-receipt) 20min (e-receipt) Pre-printed NESS receipt issued in 20 min.

5.7.2 5.7.3 5.7.4 5.7.5

PHCN DSTV NITEL Other State IGRs

5.7.6 5.7.7 5.7.8 5.7.9

Zain (Celtel) LSWC Import Duty Export Duty

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5.7.10 Educational Products 5.7.11 Lagos State taxes

20min (e-receipt) LASG revenue receipt issued in 72 hours

5.8

Legal Service Quality Standards

Task/Process Litigation
5.8.1 5.8.2

Processing of Garnishee order from court Bank is served with court order. Legal officer reviews and writes opinion sends to HOD. HOD sends for executive approval. Order sent to retained lawyer to handle matter Liaise with all other units on all legal advisory matters and give legal opinions on matters affecting the Bank to ensure that the Bank operates within and complies with the various statutory enactments regulating its operations

48 hrs upon receipt of order 2 weeks upon receipt of court order

5.8.3

Immediately upon receipt of the request if verbal; within 48 hours if written; 72 hours if there is need to seek external opinion/consultation

Drafting, engrossing, stamping and general perfection of legal documents Branch Asset
5.8.4 5.8.5

Should not exceed standard time set by relevant government

Tenancy Agreement Processing. Legal Officer receives, reviews and returns document to GSD for Landlords execution Legal Officer presents document for banks execution and returns Landlords copy through GSD or Agent then Legal Officer registers the document and vaults in banks copy

48 hrs upon receipt of request

5.8.6

24hrs upon receipt of request with approval memo subject to executive availability

Contingent Liabilities
5.8.7

Inward Bond Processing. Legal officer receives inward bound bond, reviews and writes letter to guarantor. Legal officer enters details on a schedule and vaults Outward Bond Processing. Account officer puts in guarantee request to Legal Department; Legal officer makes sure requirements are in order; sign off on availment form then prepares the guarantee. Send to authorizing signatories.

48hrs upon receipt of complete and valid request

5.8.8

24hrs upon receipt of request

Searches

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5.8.9

Corporate search processing: Search requests are received and firmed out by Legal officer on the same day/Reports are received from the solicitor/ status of the search is changed/ instruction for the deduction of search fees is prepared/report is dispatched to the branches

72hrs upon receipt of request subject to file availability at CAC

5.8.10 Property Search Processing: Requests are

24hrs upon receipt of request

firmed out immediately on receipt / reports are received and forwarded to the requesting officer after the instruction for fees have been taken
5.8.11 Probate Search Processing: Copies of the

1 week upon receipt of request

Letter of Administration/letter of Probate is forwarded to the solicitor for confirmation at the probate registry. The report and Certified true copies of the L/A is obtained and forwarded to the legal department. Instruction for search fees is done and report is forwarded to the branch
5.8.12 Review of agreements

72 hours upon receipt of request and supporting brief/information, 96 hours for multiple related documents, review timeline for complex agreements will be advised upon receipt of documents

5.9

Retail Banking
Service Quality Standards

Task/Process Skye Flitcash

5.9.1

Processing of FlitCash transactions sent from the branches when both FlitCash software & flexcube are up and running Processing of problematic transactions bothering on names discrepancy/wrong codes Distribution of scratch cards to the branches

10 minutes upon receipt of request from the branch

5.9.2

30 minutes upon receipt of request from the branch Lagos Branches: 24hours Upcountry Branches:48hrs upon receipt of request from the branches 48hours

5.9.3

5.9.4

Reconciliation of identified FlitCash Account on transactions done on new software Payment of FlitCash at Branch level Sending of FlitCash at Branch level Configuration & advice of Money Transfer Operators on the FlitCash software after the

5.9.5 5.9.6 5.9.7

5 minutes 10 minutes 1hour

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successful opening of the account by the Central Processing Centre

5.9.8

Configuration of new branches on FlitCash software

Same day upon receipt of approval

Skye Global Desk

5.9.9

Initial Advice of Customer Internet Banking Details

Within 2 minutes of receipt of email notification (from designated branch) confirming successful creation of account holder. Within 2 minutes of receipt of email notification (from designated branch) confirming successful creation of account holder. Customer Internet banking details are forwarded to IT (E-plus customer care) department via email within 2 minutes of receipt of request from the account holder. Reset Internet banking details are verified and forwarded to customer within 2 minutes of receipt from IT dept. Customer details are verified and forwarded to IT (Windows Customer Care) dept within 2 minutes of receipt of request from the account holder. Reset Bank mail details are verified and forwarded to customer within 2 minutes of receipt from IT dept. Customer Instruction is confirmed and forwarded to the designated branch within 1 minute of receipt of request. Customer Instruction is confirmed and forwarded to the designated branch within 1 minute of receipt of request. Customer Instruction is confirmed and forwarded to Treasury operations unit within 1 minute of receipt of request.

5.9.10 Initial Advice of Customer Bank Mail

Details

5.9.11 Reset of Customer Internet Banking

Details

5.9.12 Reset of Customer Bank Mail

Details

5.9.13 Third Party Cash payment (via the branch)

5.9.14 Third Party transfer (via branch)

5.9.15 Interbank funds transfer

Western Union
5.9.16 Payment of Western Union transactions at

5 minutes

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5.9.17 Response to Customer enquiries by branches

5 minutes

and Customer Service Centre (CSC)

5.9.18 Back

up to branches- Processing of transactions at Western Union Customer Service Centre (CSC) on behalf of branches during downtime complaints Reinstatement/ Refund transactions resolution / of force-paid

10 minutes

5.9.19 Customer

72 hours

5.9.20 Response to Proof of Payment (POP) requests

24 hours upon receipt of request

by branches
5.9.21 Processing of User profile creation request 5.9.22 Settlement

24 hours upon receipt of request 5 working days

of WUMT transactions to branches- Report processing/Reconciliation and review/ Settlement Upload

5.9.23 Processing of New branch/location creation

10 working days upon approval

request- Location Installation

and User

ID

creation/

5.9.24 Reset of branch Terminal IDs 5.9.25 Response

Same day issues/requests Within 48 hours upon receipt of request from branches

to reconciliation from branches

Work Place Banking

5.9.26 Account

Opening forms collected from customers work place and sending of details of accounts opened to the customer

48 hours

5.9.27 Relationship officer request for ATM cards,

72 hours

Pin mailers and Cheque books

5.9.28 Delivery

of ATM cards, Pin mailers and Cheque book to customers workplace

Same day if receipt of card is within the banking hours 72 hours

5.9.29 After first 3 months salary on account, Loan

request can be processed.

Mass Retail
5.9.30 Salary Upload Request 5.9.31 Resolution of wrong posting

Within 24 hrs of receipt of request Within 24 complaint resolution of hrs of receipt of

5.9.32 Contact

receiving wrong posting

Bank

for

Within 24 hrs of receipt of complaint

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Franchise
5.9.33 Account set-up

1 hour upon receipt of all documents

5.9.34 Generate Merchant ID to send to e-tranazact

1 hour
5.9.35 Forward process flow to branches

24 hours upon receipt of report form e-tranzact

5.9.36 New Branch Set-up

Within 24 hours
5.9.37 Profile Creation for new users

Within 24 hours Lounge@ Skye 24 hours

5.9.38 Cash retract 5.9.39 Contact Interswitch on wrong transfer

Within 2 hours of receipt of complaint

Loan disbursement
5.9.40 Collection of completed products forms and

24 hrs from the day product is sold

computation into an excel sheet

5.9.41 Generation of account 174

24hrs from computation of details into excel sheet 24 hours(Lagos branches)72 hrs(up- country branches 48 hours 24hrs from when loan is disbursed

5.9.42 Processing and forwarding credit proposal for

overdraft on account 174 from branch to CPC

5.9.43 Documentation review and loan disbursement 5.9.44 Setting

credit documents

limit

and

archiving

of

5.9.45 Total Turnaround time from application @

5days

Branch to disbursement (Lagos Branches)

5.9.46 Total

TAT from application @ Branch to disbursement (Upcountry)

7days

5.10

Risk Management Service Quality Standards

Task/Process STATUTORY RETURNS & RECONCILIATION

5.10.1 Prepare relevant periodic returns for NDIC

As required.

and CBN and other returns

5.10.2 Maintain

database on recoveries/writeoffs/write-backs etc done during the financial

Monthly, by 27th day of each month

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year with all relevant transaction tickets

5.10.3 Monthly

approvals

and

LIBOR rate review currency (FCY) facilities

for

foreign

Monthly, within 1st working week of every month Monthly, before 14th of the next month

5.10.4 Prepare/update bank-wide risk asset monthly

report with regard to balances/maturity dates/facility types of booked facilities

5.10.5 Monthly CBN/NDIC returns to FINCON

6th day of the next month and on request 21st day of first month of the next quarter One week before quarterly meeting Quarterly, by 8th of the month following the quarter In line with advised deadline

5.10.6 Prepare schedules and obtain approval for

quarterly specific provisioning

5.10.7 Prepare report of credit facilities for Board

Credit Committee
5.10.8 Prepare

and forward consolidated reports to FINCON for CBN & NDIC relevant Regulatory review schedules for

credit

5.10.9 Prepare

Audit

5.10.10 Complete year-end credit report schedule(s)

By last week of January

and forward to FINCON

5.10.11 Carry out CBN/CRMS checks on customers as

Within 24 hours of request

requested responses

by

branches

and

revert

with

5.10.12 Prepare and render Credit Risk Management

System (CRMS) monthly returns to CBN

5.10.13 Maintain

Monthly, before 10th of the next month Within 24 hours of receipt of the Valuation Same day of receipt

database on Valuation Reports received from Regional Monitoring Officers

5.10.14 Maintain database on Bonds & Guarantees

received system

from

Legal

Department

in

the

5.10.15 Maintain/update

database

on

watch-listed

Same day of receipt

accounts
5.10.16 Maintain/update database on approved and

Weekly

as yet un-disbursed facilities

5.10.17 Communicate MCC approvals to branches 5.10.18 Communicate MCC minutes to MCC members

Within 24 hours after meeting Within 72 hours after meeting

and Divisional Heads

5.10.19 Response/

communication of Board Approval/Rejection: Relay of feedback from Board back to branches

Within 24 hours of receipt of approval

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5.10.20 Provide monthly update on facilities pending

Last day of each month

with the Board

5.10.21 Collate, prepare and circulate all Loan Review

Committee Quarterly for management/regulatory review

reports

Within 7days of the preceding Quarter

5.10.22 Follow up and communicate Loan Review

Within 72 hours after meeting

Committee decisions to branches

5.10.23 Prepare and circulate minutes of Loan Review

Within 48 hours after meeting

Committee meeting to members

5.10.24 Review daily TOD/ contingent liability report

using TOD printout to ensure that all approvals meet credit policy requirements and report exceptions
5.10.25 Monitor performance of all Risk asset Loans

Tuesdays after receipt of TOD schedule from branches in the preceding Friday

and Product Programs and report expired facilities and any exception
5.10.26 Monitor and review pricing of all risk assets

Weekly reports based on regions and special Need basis

Monthly/need basis

i.e. the interest and fees charged to ensure correctness

5.10.27 Carry out spot credit checks on branches,

customers warehouses or premises

5.10.28 Maintain and update data base on stock

Based on Unit visit plan and adhoc Need basis Monthly

backed facilities
5.10.29 Prepare

imminent maturities communicate same to Branches

report

and

15th of every month

5.10.30 Follow

up and sanction all expired TOD

21 days after expiration of TOD

facilities
5.10.31 Prepare monthly low turnover report and

follow up on branches for remedial action

5.10.32 Undertake and prepare report on Bank-wide

Monthly, within first week of every month Quarterly

Risk Asset and Compliance review

5.10.33 Undertake and prepare report on Bank-wide

Annually

Collateral Inspection Report

5.10.34 Maintain up-to-date information on Advance

Weekly

Payment Guarantees and Bonds and ensure they are properly booked and approved fees collected.
5.10.35 Propose new/ Amend existing Credit Policy to

Need basis

MCC for approval

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5.10.36 Review of Credit Proposals below MCC DLA

Within 36 hours of receipt of the credit request (assuming all credit information required is available) Within a maximum of 72 hours from receipt of the credit request (assuming all information required to conduct a thorough review is received from the branch/lending Unit) Weekly

5.10.37 Review of Credit Proposals for MCC approval

5.10.38 Monitoring of Watch-list accounts for sign of

deterioration: branches on

Effective

liaison

with

the

Management credit Committee meeting

5.10.39 Inform

committee members of date and timing of the meeting as per the approved plan.

24 hours before meeting

Credit Administration
5.10.40 Sign off on LDM(Manual and Kastle) 5.10.41 Filing of credit document 5.10.42 Update of CRMS data

Within 2 hours from receipt of LDM Daily Monthly

5.11

Branch operation Service Quality Standards

Task/Process Customer Service

5.11.1 Acknowledgement

of

Account

Opening

5 minutes

Package
5.11.2 Account Openings 5.11.3 Cheque Book Issuance Customer Request 5.11.4 Cheque Book issuance-New Account

Within 24hrs of receipt of forms Within 24hours of request Within 24 hours of opening the account Within 24 hours

5.11.5 Acknowledgement of Cheque Book Collection

by the Customer if delivered by account Officer

5.11.6 Cheque Book Maintenance 5.11.7 Stop-Cheque Request 5.11.8 Balance Enquiry 5.11.9 Account Reactivation

5 minutes Immediately on receipt of request 2 minutes 5 minutes after obtaining approval

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5.11.10 Issuance

of letters to new customers informing them of their account details and contacts.

Within 24 hours of the account being opened or latest by 9am next day. 15 minutes First day of the month 24 hour response Next working day before 1pm

5.11.11 Issuance of Travelers Cheques 5.11.12 Printing of EOM Account Statement 5.11.13 Status enquiry 5.11.14 Returned cheques sent to customers

Front tellers(cash)
5.11.15 Cash Lodgment (less than N100, 000) 5.11.16 Cheque lodgment 5.11.17 Withdrawals 5.11.18 Withdrawals-third party customers 5.11.19 Cheque Confirmation 5.11.20 Evacuation of Excess over the counter cash 5.11.21 Front teller cash request 5.11.22 Authorisation

7 minutes 3 minutes 5 minutes 15 minutes 20 minutes maximum 10 minutes 5 minutes after request from teller

of

cash

transactions

above

5 minutes after teller posting

tellers limits
5.11.23 Updating of cash vault movement registers

Close of business daily

and summary book

5.11.24 Rendition of weekly cash position 5.11.25 Booking of overnight excess cash insurance 5.11.26 Daily vault and teller cash balancing 5.11.27 Counting of STC

Latest by 8.00am every Monday 4.30 pm latest 20 minutes Within 24 hours

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Transaction Service
5.11.28 Account to Account Transfer Instruction 5.11.29 Draft Issuance

Within 5 minutes of receiving instruction 7 minutes

5.11.30 Booking/Liquidation

of

Fixed

and

Call

5 minutes

Deposits
5.11.31 Import Duty Payment & Remittance

Complete process turnaround time is 15 minutes 10 minutes 5 minutes 4 minutes

5.11.32 Cash/ Draft transfer to other branches 5.11.33 Draft Confirmation 5.11.34 In-house Cheque Deposit

5.12

Branch Coordination Service Quality Standards

Task/Process MICR
5.12.1 Printing of MICR Cheque leaves by approved

8 Weeks

printers after issuing LPO

5.12.2 Delivering of Cheques through Management

48hours

Service Mailing Unit to the MICR regions

5.12.3 Maintain the cheque serials on flexcube. 5.12.4 Update

5mins 5mins

the cheque serial and control numbers on Cheque tracking module.

5.12.5 Deliver to branches via their dispatch officer

24 hours

in the MICR bag and update on the intranet. CMU (Daily cash planning)
5.12.6 Cash planning/Cut-off time for cash request

8.30 am daily

from branches to CMU

5.12.7 Delivery of cash to branches 5.12.8 Sorting of ATM fit cash (up to N10M) 5.12.9 Booking of overnight insurance.

Within 6 hours from 9:00am 5 hours Daily by 5.00pm

General Administration
5.12.10 Booking of overnight insurance

Daily by 4.45pm

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5.12.11 Cash position 5.12.12 Spot check on branches 5.12.13 Weekly BC report from Regions 5.12.14 Weekly BC report to GM-BOD

Daily Once a month Monthly Monthly

Training and Development

5.12.15 Determine training needs of operations staff 5.12.16 Staff performance measurement 5.12.17 Review of manning level for branches

Bi-annually Bi-annually Monthly

5.13

Human Capital Management Service Quality Standards

Task/Process Recruitment and Manpower Planning

5.13.1 Aptitude Tests

Results communicated not more 72 Hours after test has been written Commence 1 week after test results have been communicated

5.13.2 Assessment Centre (psychometric test,

Presentation, essay writing, group exercises, scenario analysis and panel interviews)
5.13.3 Experienced Hires selection process 5.13.4 Final Interview

3 weeks from the date of request 1 week after assessment centre with GMD * Subject to availability 24 hours after the final interview with GMD 48 hours after pre-employment medical test Within 72 hours of receipt of medical results.

5.13.5 Send for pre-employment medical tests

5.13.6 Medical results received

5.13.7 Offer and acceptance of employment letters

Learning and Development

5.13.8

Request for departmental training needs sent to HCM Obtain training budget approval for the Bank(this covers all training for the financial year)

1 month before the end of the financial year Within the 2nd week of the new financial year

5.13.9

5.13.10 Collation of nomination list and drawing of

time table for training programme

3 weeks before the commencement of Training due to returns to the Industrial Training Fund (ITF)

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5.13.11 Arrange for Training venue

2 weeks before the commencement of Training 2 weeks before the commencement of Training 2 weeks before training commences

5.13.12 Facilitators are advised, training materials

reviewed and collated.

5.13.13 Communicate training date, time and venue

to participants
5.13.14 Training evaluation by participants 5.13.15 Issuance of certificate of attendance

Immediately after training 1 week after the training session to ensure all reposts and assessments have been collated At least 1 week following the end of the program Maximum of 2 weeks after training is completed. 72 hrs after the training

5.13.16 Receipt of Participants' Training Report

5.13.17 Report from facilitators on participants

5.13.18 Training Report from Co-ordinators.

Compensation
5.13.19 Monthly salaries 5.13.20 Upfront allowances for confirmed staff

12th and 24th of every month Within 2 weeks of the new financial year. Paid on the 24th of every month 1st working day of the following quarter Uploaded on 12th and 24th of every month Within 48 hours of receipt of necessary documentation subject to approval and availability of vehicle.

5.13.21 Upfront allowances for unconfirmed staff 5.13.22 Quarterly allowances

5.13.23 Computation and upload of Leave allowance

schedule
5.13.24 Staff loan-Auto lease

Admin and Welfare

5.13.25 Update

Skye-plus with a list of newly recruited staff as advised by manpower planning.

24hrs from date of advice from Recruitment and Manpower planning unit. 48 hours after receipt of files and the list of newly recruited staff 2 weeks of staff resumption 4th month after resumption of employee

5.13.26 Update referee information for unconfirmed

staff
5.13.27 Reference letter/correspondence to referees 5.13.28 Reminders are sent to staff with outstanding

responses from referees

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5.13.29 References for Ex-employees 5.13.30 Issuance of ID cards to new employees

72 hours from receipt of request 48 hours following receipt of request from Recruitment and Manpower unit Collation of request ends every Tuesday close of business, processed ID Cards are delivered to General Services on Friday and Notification mail for collection to recipients before close of business every Fridays Same day subject to approval 48 hours after receipt of request provided documentation is complete. 72 hours from receipt

5.13.31 Replacement of lost I.D cards 5.13.32 Redeployments

5.13.33 Change of name

5.13.34 Implementation of disciplinary decisions

48 hours after decision has been taken 48 hours within receipt of correspondence and subject to approval

5.13.35 Responses to external correspondences

5.14

General Services Service Quality Standards Within 24 hours upon receipt of request

Task/Process
5.14.1

Admin reviews request to confirm if request is within bank's policy and if not communicate same to the Unit/Branch Obtain quotation from 3 registered vendors for the supplies of the items from a list of management approved contractors Issue of LPO and/or letter of contract award to successful vendors Receive items into the stores (or in Admin) from the vendors and update store records Disbursement of already stocked requested by units/branches items

5.14.2

72hrs

5.14.3

Within 48hours from time approval was obtained Same day item is delivered

5.14.4

5.14.5

Within 48 hours of delivery by vendors or issuance from the existing stock Within 24 hours of delivery by vendors 24 hours from date of delivery to unit/branch

5.14.6

Invoice/delivery note sent to Admin by the storekeeper for payment processing. Recipient unit/branch confirm to Admin that equipment or item was received in good working condition

5.14.7

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5.14.8

After receipt of unit/branch certification, Admin processes payment approvals Payment to vendors account

24 hours from date of receipt

5.14.9

2 weeks after delivery Within 72 hours of crediting vendor's account or receipt of Managers Cheque from DOMOPS

5.14.10 Admin sends out credit advice to vendors

upon effecting payment(Vendors are expected to activate SMS alert on their account) Water Supply
5.14.11 Contact the water vendor to supply water to

Within 24 hours of request

Head office or residence(s) of Executive Management staff Security Services

5.14.12 Security guards shall be provided for all

24 hours daily

locations
5.14.13 Cars parked within our premises shall be

24 hours daily

guarded by security men Insurance

5.14.14 Delivery

of

new

cars

Comprehensive

Within 48hrs of registering the car

Insurance
5.14.15 Vault limit for new branches

24 hours before commencement of the branch subject to receipt of instruction from Branch Coordination Within 48 hours of the commencement of the branch Notice to be sent to relevant dept at least 2 weeks before the expiration of the policies at year end Dec. 31st yearly Within 48 hours of receipt of the report from branch/unit/staff 24 hours upon expiration Immediate upon receipt of request from Branch Coordination

5.14.16 Other relevant classes of insurance policies

new branches
5.14.17 Renewal of Insurance policies bankwide

5.14.18 Report of accidents and claims

5.14.19 Renewal of Motor vehicle Insurance 5.14.20 Cash-in-transit cover excess above limit

Maintenance Of Equipment/Motor Vehicle / Office Premises

5.14.21 Carry out preventive maintenance on all

Quarterly/monthly depending on

27 | C u s t o m e r S e r v i c e C h a r t e r / M a y 4 , 2 0 1 0

office equipment like A/Cs, MICR Encoding machine etc

5.14.22 Fumigation/De-rating of Premises (H/Office) 5.14.23 Repaint office premises building 5.14.24 Conduct premises walk-through checks to

type of equipment

Quarterly Bi-annually Daily by the BSM / BGSO (utility & maintenance Officers in Head office and GSOS for Regional locations)

ensure that the premises and all equipment therein are in a functional and serviceable state Systems Hardware/Software/Consumable Procurement
5.14.25 Select and issue of LPO and/or letter of

contract award to successful vendors

5.14.26 Movement of delivered hardware/software

Within 72 hours from time approval was obtained. Within 24 hours

items to the store or User unit/branch

5.14.27 Gen. services sends out credit advice to

vendors upon effecting payment Budget

5.14.28 Complete and forward annual budget inputs

Within 72 hours of crediting vendor's account or receipt of MCs

to FINCON

Within 2 weeks as stipulated in the annual budget timetable Within 8 working days as stipulated in the half-year budget review timetable

5.14.29 Complete

and forward review inputs to FINCON

half-year

budget

5.15

Corporate Affairs Service Quality Standards

Task/Process Annual Report

5.15.1 5.15.2

Presentation of the Annual Report Designs Approval of the Annual Report Design

Within 2nd week of January Pending final approval from GMD Within 1 week from date of final receipt from External Auditors

5.15.3 5.15.4

Arrange photography for Report in conjunction

Arrange Financials/Report with FINCON Production Of Annual Report

24 hours after proofing by External Auditors, Legal and FINCON

5.15.5 Release of Annual Report

2 months

Annual General Meeting (AGM)

5.15.6 5.15.7

Arrange AGM Press briefing-Pre & During AGM

As directed by the Board through Company Secretary 2 days before & on day of AGM

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5.15.8

Arrange Post-AGM Cocktail/Dinner Party

Night of AGM or as directed by CEO

Corporate Profile
5.15.9

Review Profile

Every Six months (Jan. 31st, Jun. 30th)

Yes Magazine
5.15.10 Publish Yes Magazine

Quarterly

Campaigns
5.15.11 Review corporate campaign strategy 5.15.12 Review campaign execution and format 5.15.13 Renew rentals for bill boards and signage 5.15.14 Inspection/

Every 6 months Quarterly 30 days before expiration Quarterly

review

of

bill

board

sites/branches Corporate Gifts/Year-End Activities

5.15.15 Production and delivery of corporate gifts

April-October 31st

items
5.15.16 Deliver calendars, dairies and Xmas Cards to

Not later than 30th November

business segments
5.15.17 Distribute annual Staff PR 5.15.18 Arrange/Hold Staff end-of- year party

December 15th or next work day 2nd Saturday in December

Media Communications
5.15.19 Arrange media parley 5.15.20 Review of media strategy 5.15.21 Review of media Events 5.15.22 Pay visit to media houses (Minimum 3)

Quarterly Quarterly Quarterly Weekly Every quarter

Arrange for Chairman/CEO to host media executives Events And Sponsorship Management
5.15.23 Inform the Corporate Affairs of proposed

event (The bank as host)

At least 5 days before the day of event (if invitation cards are required), notice of 3 weeks is required 2 weeks before event

5.15.24 Preparation

for branding approval (in Lagos) all relevant

and

LASAAs

5.15.25 Complete

bookings

for

At least 3 days to date of function.

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space/venue
5.15.26 Produce invitation cards to Banks functions

(AGM, Customer forum)

To be dispatched two weeks to due date. (Handled by company secretariat)

Budget
5.15.27 Complete and forward annual budget inputs

to FINCON
5.15.28 Complete

Within 2 weeks as stipulated in the annual budget timetable Within 8 working days as stipulated in the half-year budget review timetable

and forward review inputs to FINCON

half-year

budget

5.16

Financial Control Service Quality Standards

Task/Process Statutory Audit Preparation of financial statements:

5.16.1

Preparation and verification of the Bank's accounts for the regulatory authorities i.e. coordination & management of the year-end audit, compilation, consolidation & preparation of final accounts in published account formats. Issue guidelines to all units/ branches to prepare audit schedules Review of audit schedules for completeness and accuracy.

The management accounts to be ready for statutory audit not later than 3 days after the running of end of year processing by IT

5.16.2

Immediately after month end

5.16.3

Not later than 5 days after the receipt of proofs from branches and relevant Head Office departments. Within 2 weeks after approval of Accounts.

5.16.4

Post all adjustments after agreeing on them with the external auditors and CBN approval has been obtained CBN/NDIC Returns: Preparation of CBN returns:

5.16.5

Prepare and obtain from all relevant branches, balances on accounts of Government agencies, ministries and parastatals and submit bi-monthly Prepare and obtain from other units and submit all quarterly returns Prepare and obtain from other units and submit all semi-annual returns Computation of NDIC premium

Latest by 5th & 18th day of each month

5.16.6

Latest by the 5th day of the following month Latest by the 5th day of the following month Not later than 31st day of January each year.

5.16.7

5.16.8

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Tax Matters
5.16.9

Remittance of Withholding Tax (Corporate and Individual) and Value Added Tax

Not later than the 11th of the following month. Within a week of receiving notice

5.16.10 Co-ordination of tax audit

Income Tax planning:

5.16.11 Management and computation of corporate

income tax
5.16.12 Filing of tax computations

Should be ready within 3 months after year end Should be done within 6 months after year end To be effected not later than the due date agreed with the tax authorities

5.16.13 Installment payment of the income tax to be

effected on the due dates agreed with the tax authorities Other Management Reports
5.16.14 Daily Balance Sheet Monitoring/Review 5.16.15 Monthly preparation of expenses reports by

Before 12.00noon 5 days after month end

Branch & Business segments Fixed Assets

5.16.16 Work with the relevant units in order to

Monthly

ensure that the fixed asset records are properly maintained.

5.16.17 Review

of Fixed Depreciation.

Assets

&

Accumulated

A week after month-end

5.16.18 Fixed Assets Reconciliation, Reconciliation of

A week after month-end

General Ledger and Fixed Assets Schedule

5.16.19 Preparation

of monthly schedules/journals for posting

depreciation

A week after month-end

5.17

International Operations Service Quality Standards

Task/Process Form M Processing

5.17.1 5.17.2

Endorsement of Form M Onward submission of Form M to Inspection Agents Submission for Amendment of Form M

5 minutes Same day for Form M submitted before 3.00pm 24 hours

5.17.3

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Risk Assessment Report(RAR)

5.17.4

Processing of shipping documents for RAR

Same day of receipt of shipping document submitted before 3.00pm Same day of receipt of RAR from Inspection Agents Same day 24 hours

5.17.5

Release of RAR

5.17.6 5.17.7

Updating of RAR records

Onward submission of shipping documents to Scanning Agent Letter Of Credit Establishment of letter of credit

5.17.8

Within 24 hours on receipt of deal slip and documents Within 24 hours to account officer/customer shipping Same day of receipt

5.17.9

Notification of discrepancies on LC

5.17.10 Notification

of

the

receipt

of

documents
5.17.11 Endorsement /Release of shipping document

Within 10 minutes of receipt of the approval from Risk Management unit Same day Same day if request is received within the banking hours 24 hours upon receipt

5.17.12 Posting of Transaction entries 5.17.13 Notification of LC amendments to account

officer
5.17.14 Relay

of reply from correspondent bank

account

officer

to

Bill for collection

5.17.15 Creation

and

updating

of

BC

files

and

Same day transaction is completed

registers
5.17.16 Verification of documents for bid processing

10 minutes upon receipt of document 10 minutes upon receipt of deal slip

5.17.17 Creation, verification and transmission of

swift messages on remittance

5.17.18 Entries, posting and authorization

Same day of execution of transaction 10 minutes

5.17.19 Tracers

Export
5.17.20 Nigeria Export Promotion (NXP) Processing

Same day

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5.17.21 Updating

of

records

in

respect

of

NXP

Same day of processing

processing
5.17.22 Verification

and treatment of shipping documents in respect of export transactions

10 minutes

5.17.23 Certification of inflows to CBN (IOPS end of

the process)/entire process

5.17.24 Treatment of inward L/C

Same day of receipt of customer instruction 24 hours

Invisible Transactions
5.17.25 Form A processing 5.17.26 Remittances

5 minutes 10 minutes upon receipt of deal slips same day 1 hour (provided funds has been sold to the bank, and there is adequate documentation)

5.17.27 Entries (posting) 5.17.28 Issuance of Certificate of Capital Importation

from the point of customers application Funds Transfer Unit

5.17.29 Processing

of documentation

inflows

with

complete

10 minutes

5.17.30 Issuance

of Foreign Draft availability of signatories)

(Subject

to

10 minutes upon receipt of request

5.17.31 Processing of outflows (inflows customers) 5.17.32 Processing of outflows (cash deposit) 5.17.33 Advise of problematic transaction 5.17.34 Processing of Foreign cheques for clearing 5.17.35 Resolution

48 hours 48 hours 24 hours 24 hours on within a week

of

outstanding

items

Reconciliation
5.17.36 Resolution of outstanding inflow with KYC

2 weeks

issues
5.17.37 Resolution

of outstanding beneficiary details issues

inflow

with

1 week

5.17.38 Treasury deals 5.17.39 Resolution of problematic transactions

24 hours 48 hours

33 | C u s t o m e r S e r v i c e C h a r t e r / M a y 4 , 2 0 1 0

Reconciliation
5.17.40 Proof of Accounts 5.17.41 End of month reconciliation 5.17.42 CBN Returns Daily 5.17.43 CBN Returns Monthly

Daily 7 days after month end 24 hours 10 days after month end

Return to CBN
5.17.44 Daily Net Open Position (NOP)/Exposure 5.17.45 Monthly return

Before 12 noon daily On or before 10th of the following month On or before 15th of the following month

5.17.46 Quarterly return

5.18

Mailing Unit Service Quality Standards 7.30am As they come in, time stamped, sort and process before registration Daily Mails to reach mailroom latest: 1st run: 9.00am 2nd run: 2.30pm Caution notices to reach mail room latest 6.00pm daily All mails should be registered in the logbook of the dispatch riders, and acknowledged appropriately by the recipients in the logbook and also on the acknowledgement copy so attached The mailroom supervisor will make dispatch arrangement for all mails going to customers and other related 3rd parties via designated riders To be sorted into their respective pigeon holes To be couriered and delivered within 24 hours To reach mailroom latest 4.30 pm daily To be updated in a register after obtaining a/c debit authorization

Task/Process
5.18.1 5.18.2

Resumption time Incoming Mails

5.18.3

Dispatch of mails

5.18.4

Processing of mails

5.18.5

Out-going mails for up-country branches

5.18.6

Records of personal mails

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from the staff sending such mail(s)

5.18.7

Incoming mails from up-country

To be registered by the originating branch in a manifest which will accompany the branch mails The manifests are to be crosschecked and confirmed, daily covering After cross-checking, the mailroom supervisor will acknowledge, stamp and sign same, and return it to the originating branch Liaise with Corporate Affairs on all mails dispatched through external courier companies for reconciliation purposes To be filed daily in date order and according to the courier companies To be done by the Mailroom supervisor and the necessary debit advice raised for payment by Admin. As prescribed by the Bank

5.18.8

Acknowledgement incoming mails.

of

manifest

5.18.9

Airway bills

5.18.10 Verification of Bills

5.18.11 Adherence to telephone etiquette

5.19

Customer Experience Management Service Quality Standards

Task/Process Mystery Shopping

5.19.1

Mystery shopping across regions

exercise

for

branches

At least once a year

Customer Forum
5.19.2

Customer Forum in conjunction with some departments or business groups

At least four (4) times in a year

Internal Customer Survey

5.19.3

Survey on Head office department/units based on services received Telephone Assessment

Bi-annual.

5.19.4

Bi-annual

IT Performance Measurement Report

5.19.5

Report on IT performance based on daily feedback from the branches.

Within first week of the new month.

Complaint Management
5.19.6

Investigate

complaints

and

report

on

Resolve complaints within 72 hours

35 | C u s t o m e r S e r v i c e C h a r t e r / M a y 4 , 2 0 1 0

findings.

or three (3) business days or ask for more time. report on complaint Within first week of the new month.

5.19.7

Prepare a monthly management

Managers on the Shop floor

5.19.8

Get senior officers of the Bank to spend a day each in the branches/department

Within 30 days and twice a year.

A day out with Customer

5.19.9

Get senior officers of the Bank to visit at least a customer

Within 30 days and twice a year.

Customers Statement of Account

5.19.10 Liaise with IT End-User Management to send

statement data to Vendor for printing.

5.19.11 Confirm receipt of data by Vendor 5.19.12 Monitor dispatch of statement by vendor

Within 24hours after EOM processing. Within 24 hours after EOM Within 72 hours after EOM.

Learning and Education

5.19.13 Send

approval Memo for Training Programme to Human Capital Management and create programmes agenda for training

4 weeks before the commencement of the Training 4 weeks before the commencement of the Training 4 weeks before the commencement of the Training 4 weeks before the commencement of Training 2 weeks before the commencement of Training 2 weeks before training commences Immediately after training 48hrs after the training.

5.19.14 Plan

5.19.15 Collate and agree on participant list

5.19.16 Agree on Training venue with HCM and

Regions as applicable
5.19.17 Advise

Facilitators on training date and schedule

5.19.18 Send training notification to participants 5.19.19 Training evaluation by participants 5.19.20 Training Report from facilitators 5.19.21 Training

Report

from

Learning

and

One Week after the training

Education. Customer Communication

5.19.22 Send

service e-notes everyone moderator

to

all

Staff

via

Bi-weekly (Tuesdays)

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5.19.23 Flash point from the Yes Center 5.19.24 Paper Customer Statement Delivery

Once a month (2nd Tuesday) Monthly (Delivery to customer within the 1st week of a new month) Monthly Within 24 hrs upon receipt of mail

5.19.25 E-Skyeworld publication 5.19.26 Response to approval mail for Text message

notification or other forms of communication to customers Process Management

5.19.27 Design of an adhoc process 5.19.28 Process deployment

Two weeks upon receipt of request Deploy within 48 hours upon approval Quarterly in a chosen region A week upon receipt of a request for process improvement Biannual and as situation demands

5.19.29 Process review/training 5.19.30 Process benchmarking

5.19.31 Process improvement

Yes Centre Inbound calls

5.19.32 Ensure the Yes center E1(s) and VPN are up

Daily

and running.
5.19.33 Prepare Shift report for inbound calls 5.19.34 Prepare

Daily agent Daily

shift activity report response/ follow up with queries.

of

5.19.35 Monitor Agents on their live/ recorded calls. 5.19.36 Ensure Agents Log all queries on CRM

Weekly/Periodically Immediately and latest within 24 hours of receiving call. Immediately 2- 5-hours after, if no acknowledgement is received 72 hours for resolution or ask for more time.

5.19.37 Escalate customer request to units 5.19.38 Follow up with branches on escalated issues

5.19.39 Resolution of queries

Yes Centre Outbound /Telemarketing calls

5.19.40 Ensure that over 300 calls are made to

Daily

Customers.
5.19.41 Prepare outbound call report.

Daily

37 | C u s t o m e r S e r v i c e C h a r t e r / M a y 4 , 2 0 1 0

5.19.42 Monitor Agents on recorded call/ live calls. 5.19.43 Demand for report from Branches on

Weekly/Periodically 2 weeks after the week outbound report has been received.

customers response/feedback on the outbound drive Outbound calls to VPN lines

Every Monday preceding the week outbound calls are made

Yes Centre Special Service calls

5.19.44 Ensure that the reports to Promo/ programs

Weekly

are done to stakeholders.

5.19.45 Monitor Agents on their live/ recorded calls.

Weekly/Periodically

Yes Centre Other Channels

5.19.46 Ensure Other channel reports are generated 5.19.47 Monitor Agents on their CRM/ mails response

Daily Weekly

time. Yes Centre Feedback

5.19.48 Investigate

complaints and report findings within Yes center Report. a monthly report on management and activity report.

on

Resolve complaints within 72 hours or three (3) business days. First working day of the new month

5.19.49 Prepare

complaint

5.20

Inspection Group Service Quality Standards The detailed plan shall be prepared and approved within the last quarter of the penultimate year.

Task/Process
5.20.1

There shall be a detailed work plan covering the activities of the Inspection Group for each financial year duly approved by the Board. Periodic Review of the Work Plan

5.20.2

The audit plan shall be reviewed not later than Six months into the financial year. This is meant to cater for developments such as openings of branches and closures within the first half of the year. The Group shall conduct at least one full scale visit for audit area in a financial year subject to the risk assessment of the business area. Also spot check on selected areas based on perceived risk. The Field Inspectors shall also undertake preoperational inspection of all new branches before commencement of

5.20.3

Frequency of Audit Visits

38 | C u s t o m e r S e r v i c e C h a r t e r / M a y 4 , 2 0 1 0

banking services.
5.20.4

Notification of audit to the auditees

A minimum of two (2) days notice shall be given to auditees before the commencement of the audit. This is however not applicable to branches as no notification will be given to branches to be inspected. A meeting shall be held with the Management of the Unit/branches to be inspected within the first day of the audit.

5.20.5

Conduct the commencement meeting with auditees

Days Required for Field Work

5.20.6

Branch field

A minimum of 4 days and a maximum of 7 days depending on the Risk Assessment. A minimum of 3 days and a maximum of 7 days depending on the Risk Assessment. A minimum of 4 days and a maximum of 8 days A minimum of 1 day and a maximum of 2 days Anomalies observed during an inspection exercise shall be communicated to the auditees for their response not later than 2 days after the completion of fieldwork Exit meetings should be held not later than two (2) days after the completion of the Fieldwork. Draft report of the branch/Units should be submitted to the team supervisor not later than three (3) working days after the completion of the exit meeting. Preliminary report of such cases of violation of policy must be submitted within three (3) days after the completion of the fieldwork. 2 days after submission of draft report by the team Within 24 Hours the final report is

5.20.7

Head office department & subsidiaries

5.20.8

IS audit

5.20.9

Follow-up & spot check

5.20.10 Complete memorandum of

anomalies/observations and distribute to the auditees for response.

5.20.11 Discuss

summary of all findings and responses with the Auditees during exit meeting. draft detailed reports summary to the team

5.20.12 Prepare and submit

and executive supervisor

5.20.13 For all cases of violations of policy that

requires separate report, the Field inspector shall file in a preliminary report and refer the case to the Investigation Unit for full investigation where necessary
5.20.14 Submit reviewed reports for Approval by the

CI
5.20.15 Final

reports forwarded to MD/CEO and

39 | C u s t o m e r S e r v i c e C h a r t e r / M a y 4 , 2 0 1 0

others
5.20.16 Forward approved reports to the Auditees

signed off by the CI. Within 2 days of receipt from the office of GMD

and Compliance and Control and other relevant officers for implementation of the recommendations.
5.20.17 Storage of Audit Working paper/investigation

evidences.

A detailed working paper file, in hard and soft copies must be produced by the team as the field work progresses and these must be submitted at the end of an inspection assignment to the team supervisor. Such hard copy working paper shall be filed chronologically for each year in filing cabinets to protect the documents. The Working Papers shall be submitted to the team supervisor immediately after the completion of the report. A follow up inspection to assess the level of implementation of the recommendation of the Full scale Inspection shall be conducted not later three (3) months after issuing the first report. An interim report must be submitted to the Management within three (3) days of receipt of instructions/complaints. Initial response letter must be sent within twenty four (24) hours and a final response within one week. A letter of acknowledgment of receipt must be sent to the customer within twenty four (24) hours. A final response should be sent to the customer within two weeks of receipt of the letter of complaint All regulatory deadlines must be met. There shall be no penalty for late rendition by the Bank. The Banks position must be submitted to the Regulatory authorities within the stipulated dates on the letter. Cases referred by the Branch Field

5.20.18 Follow-up Review

5.20.19 Preliminary Report on Reported Fraud Cases

5.20.20 All Institutional enquiries

5.20.21 Complaints on excess charges

5.20.22 Rendition of Regulatory Returns

5.20.23 Customers

complaints

through regulatory

authorities

5.20.24 Referred

Cases from Field inspection to

40 | C u s t o m e r S e r v i c e C h a r t e r / M a y 4 , 2 0 1 0

Investigation unit

Inspection Unit must be concluded and submitted to the Management of the Bank within one week of referral of cases

5.21

Compliance Group Service Quality Standards Within 24 hours of consummation Same day of request Within 3 days of account creation on the system 5 days

Task/Process
5.21.1 5.21.2 5.21.3

Callover/Review of transactions tickets PIN issuance & delivery to customers Review of Account documentation

5.21.4

Investigations of customers complaints (ATM fraud, Excess charges, cash suppression & other frauds related issues) Lifting of Lien on deposits Repairs & maintenance of vault, BTS and other related issues.

5.21.5 5.21.6

Same day of request Within Lagos is same day but outside Lagos depending on location. Daily

5.21.7

Review of branch operational activities & general securities Response to request from Regulatory Authorities & other external examiners. Status enquiries from Customers, Auditors, Embassies etc

5.21.8

Within 24 Hours

5.21.9

Within 24 Hours

5.21.10 Product review 5.21.11 Activity Reports to Management 5.21.12 Implementation of inspection report

24 Hours Weekly, Monthly & Quarterly Within a week to correct all flagged exceptions and recommendation Within 48hours of incident

5.21.13 Insurance claim processing documentation

6. Implementation imperatives To drive the implementation of this document to the letters, the following will be put in place This document will be published on skye plus All service failures will be properly dealt with by Feedback and Measurement @CEM.

Thank you

Ope Wemi-Jones 41 | C u s t o m e r S e r v i c e C h a r t e r / M a y 4 , 2 0 1 0