| James Kon |
BANK Islam Brunei Darussalam (BIBD) yesterday received ISO 9001:2015 certification in recognition of retail customers’ onboarding and personal financing service, making it the only bank in Brunei Darussalam to be awarded the certification consistently across all its branches.
The certification awarding was officially announced in a ceremony held at BIBD’s headquarters in Bandar Seri Begawan.
British Standards Institution (BSI) Malaysia Managing Director Poon Cheong Yuen and BIBD Managing Director and CEO Mubashar Khokhar, as well as staff and senior management executives of BIBD were present to witness the landmark occasion.
BIBD Deputy Chief Operating Officer Haji Minorhadi bin Haji Mirhassan expressed his delight at the awarding of the international quality standard certification, “Alhamdulillah, in our vision to become a regional benchmark institution that proudly carries the Bruneian flag, we have obtained ISO certification which has allowed for a number of turnaround time improvements across the board.
“These include a faster, more responsive customer experience while mitigating any potential risks to build and maintain a service delivery that does not lack in quality, creating cohesiveness in our communication, and an adherence to regulations and compliance to provide an unparalleled customer experience.
“This instilled discipline demonstrates our ‘Bruneian at Heart’ ethos that truly reflects a commitment that is unmatched.”
He added, “In line with Brunei Vision 2035, the ISO certification further propels Bruneian institutions (onto a status where they are) global benchmarks that reflect Brunei’s well-educated and highly skilled people.
“At the same time, (the awarding of the certification) echoes national strategies to enhance good governance with high-quality and efficient services that seek to benefit the Bruneian financial ecosystem. Moving forward, Insya Allah, we will be looking to expand our ISO accreditation to more of our services so that we embody our values of integrity, customer focus, unity and excellence.”
Poon Cheong Yuen highlighted in his speech BSI’s pleasure at being appointed as the certification body for BIBD’s ISO 9001 improvement journey.
“The management and staff of BIBD have worked diligently as a team and succeeded in taking up the challenge of getting the quality management system established, implemented and eventually being certified to ISO 9001,” he said. “During the certification journey, all of BIBD’s staff demonstrated high commitment and positive response towards the whole assessment process.”
The certification, Poon added, “Fulfils the international standards requirement and assures BIBD’s customers that we care about delivering the best and consistent service quality with utmost focus on customer satisfaction.”
He said the bank’s strategic direction of getting certified to ISO 9001 is aligned with the BSI credo ‘Making Excellence a Habit’.
“We work closely with our partner to ensure that they achieve excellence in their fortes and propel their management system according to the subscribed standard certification, which will then help the organisation adhere to the relevant values beyond the standard requirements,” Poon said.
Auditor at BSI Lim Tuan Chee, meanwhile, praised BIBD for the excellent quality management system it has in place and its awareness of all levels of the certification process.
“During the bank’s certification journey, all of the BIBD staff were cooperative and positive towards the whole assessment process,” he said.
“Filing for the quality management system records and their traceability was good and easy to retrieve. This demonstrates the commitment of BIBD’s senior management, as well as the bank’s systematic and process-driven approach to quality performance, execution, service consistency and the will to meet the needs of stakeholders and employees.”