Sri Lanka’s leading private sector bank, HNB PLC, has further strengthened its position as a leader in service excellence with the achievement of ISO 9001:2015 certification for its Procurement Functions coming under Banking Services Department.
This internationally recognized certification, awarded by Bureau Veritas, covers the department’s IT Procurement, Stationery Procurement, and General Procurement processes. Additionally, ISO 9001:2015 certifications were recently obtained by HNB’s Inward Remittance, Outward Remittance, Centralized Operations, Centralized Credit Operations and Credit Administration Departments, further solidifying the bank’s dedication to service quality across all operations.
“Achieving the ISO 9001:2015 certification for our Banking Services Department serves to showcase our relentless pursuit of operational excellence. This recognition not only affirms our commitment to efficient and standardized processes but also strengthens our ability to deliver consistently high-quality service to our valued customers. Aligning our operations with the most rigorous international benchmarks is more than just a matter of compliance; it’s a deliberate statement of our purpose. By becoming a joy to bank with, we’re setting a new standard for customer experience in the industry while reinforcing our position as a trusted financial partner for individuals and businesses alike.” said HNB Assistant General Manager – Services/ Chief Employee Experience Officer, Indrajith Senadhira .
The comprehensive certification process involved rigorous reviews and documentation of processes to ensure full alignment with ISO standards. Adherence of their meticulous approach additionally served to reinforce HNB’s strategic focus on enhancing customer satisfaction through robust quality management systems.
“This prestigious certification is a testament to the unwavering dedication of our team and their commitment to continuous improvement and operational efficiency. The ISO 9001:2015 accreditation will bring far-reaching benefits to HNB and our diverse stakeholders. From the seamless procurement process, supply chain management to enhanced compliance and risk management, this certification will underpin our ability to deliver the highest levels of service reliability and consistency. It’s a milestone that not only strengthens our internal processes but also affirms our position as a forward-thinking, customer-centric financial institution that consistently exceeds industry benchmarks,” said HNB Head of Services, Roshan Fernando
With 254 customer centres, HNB stands as one of Sri Lanka’s largest and most technologically innovative private banks. Having been recognized as the Best Retail Bank in Sri Lanka for the 14th consecutive year at the Asian Banker Global Excellence in Retail Financial Services Awards 2024, HNB continues to solidify its reputation in the sector. Additionally, the bank was also declared as ‘The Best Bank – Sri Lanka’ at the second Emerging Asia Banking Conclave and Awards, organised by the Indian Chamber of Commerce (ICC). HNB was also honored with prestigious awards, including Best Bank and Best SME Bank at the renowned Euromoney Awards for Excellence in 2024,