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Commitment to quality: HNB Operations Department achieves ISO 9001:2015 certification

(Left to right) HNB Assistant Manager - Outward Remittances Amila Gamage, HNB Senior Manager – Centralized Operations Dhilshani Hallock, HNB Chief Manager - Remittances Daphne Gamage, HNB AGM - Operations Sivarajah Nandakumar, Bureau Veritas Country General Manager Shan Nanayakkara, Bureau Veritas Manager – Marketing & Sales Subash De Silva, HNB Head of Process Excellence (Services) Christopher Thuraisingham and HNB Bank Associate Avishka Fernando.

Strengthening its commitment to service excellence, Sri Lanka’s leading private sector bank HNB PLC, announced the successful achievement of the ISO 9001:2015 certification for its Inward Remittance, Outward Remittance, and Centralized Operations Departments.

The certification not only highlights HNB’s commitment to service excellence but also further strengthens its position in the local and global markets given its alignment to global standards, setting the benchmark for strong Quality Management Systems.

“The establishment of centres of excellence is a key milestone in HNB’s journey, helping us continue fulfilling HNB’s promise of being a joy to bank with. The attainment of the ISO certification further reinforces HNB's unwavering commitment to excellence and is a testament to our dedication to upholding the highest standards of quality and service," emphasized HNB Assistant General Manager (AGM) – Operations, S. Nandakumar.

Involving a comprehensive review and documentation of processes, the certification process ensures alignment with ISO standards and best practices. HNB's centralized Operations Department, comprising approximately 200 skilled professionals, along with its Inward and Outward Remittances departments, played a pivotal role in implementing and upholding these standards.

“The achievement of ISO 9001:2015 certification for the Operations Departments is a significant step along the journey of process excellence and certification at HNB. This will serve to further strengthen the culture of continuous improvement and drive towards back office automation, via the infusion of robotic process automation, workflows and AI. ISO certification not only underscores our commitment to creating and sustaining a culture of quality, but it also showcases our continued dedication to streamline operations, improve processes, mitigate risks, and provide top-notch services to our esteemed customers,” HNB Head of Process Excellence (Services), Christopher Thuraisingham said.

With 254 customer centres, HNB is one of Sri Lanka's largest, most technologically innovative private banks. Consolidating its legacy in sustainability, good governance, and corporate excellence, HNB was crowned the Best Corporate Citizen for 2022 at the Ceylon Chamber of Commerce Best Corporate Citizen Awards. Other significant accolades include being adjudged the "Best Retail Bank in Sri Lanka" for the 14th occasion by the Asian Banker, being declared the "Best SME Bank" by Asiamoney Magazine, being awarded the Sri Lanka Technology Excellence Award for Robotics – Banking at the Asian Technology Excellence awards 2023, for integration of Robotic Process Automation in its Custody Banking and Trustee Services, as well as securing a Top 5 position on Business Today's Top 40 rankings for 2023.