The global pandemic has accelerated the shift to digitization with faster transition journeys and the rapid adoption of digital channels, which will continue into the future. HSBC Sri Lanka, has helped customers navigate and adapt to the changing digital landscape which will be essential for customers to fulfil their banking needs as part of the new normal.
Over the course of the last twelve months, the bank has seen a significant increase in customers actively using its digital banking platforms. More than 75% of customer transactions are done digitally through the bank’s online banking and mobile banking platforms. This has resulted in a 117 percent growth in fund transfers compared to last year amid the pandemic, which is a testament to Sri Lanka’s fast evolving digital behaviour. Today, with real time payments enabled, customers can make payments to anyone, anytime and also move funds across geographies if you are a non resident Sri Lankan (NRSL) living overseas.
Furthermore, e-statement penetration has increased from 50% to 75%. This means customers prefer e-statements to paper statements via mail which has seen many interruptions.
With limitations on physical interactions and the emphasis on social distancing, HSBC is contining to enhance its digital banking platforms to fulfil the needs of customers and closely match the personalised banking experience that was offered over the counter, by investing in new technology and placing focus on three key areas:
• Simplify banking
• Servicing and messaging
Over the course of 2020, HSBC invested USD5.8 billion in technology to help transform the bank globally. With the goal of becoming the leading wealth manager in Asia by 2025, HSBC is committed to significantly invest in digital to enable clients to manage their wealth in their pockets supported by the trusted expertise of its people.
Nadeesha Senaratne, Country Head of Wealth & Personal Banking, HSBC Sri Lanka further stated, “As a leading international bank, HSBC is continuing to invest in market –leading intelligent digital solutions to help customers engage with us, and enjoy the convenience to bank from anywhere, using their smartphones. We want every customer to have the bank in their pocket. Through our investment in technology we also want to bring truly personalised, seamless and integrated wealth to all our customers, enabling them to interact with us how they want and when they want, and this is more than just having access to the transactional services, but also borderless banking.”
He further said, “In order to get there, we still need to focus and deliver on the important everyday services and features that customers need and expect. That means further strengthening our cybersecurity, making all kinds of payments and transfers fast and easy and making product applications instant.”
As such, HSBC Sri Lanka will continue to accelerate its digital banking capabilities by offering the following innovations and new technology.
Payments and Transfers
• Digital onboarding for credit cards, loans and accounts
Converting from paper application forms, HSBC now offers a digital banking experience for customers who want to apply for a credit card, loan or open an account without having to visit a bank branch. This will also enable customers to know if they are eligible for the aforementioned products in real time. In accordance with the Central Bank of Sri Lanka’s (CBSL) guidelines issued last October, the bank plans to further enhance this service with a virtual Know Your Customer (e-KYC) within 2021, that would provide a streamlined onboarding process with a digital signature, to offer a truly end to end digital banking experience and help reduce the use of paper.
• Account deposits, bill payments and credit card payments through CEFTS
Customers can pay their utility bills or third party transfers online, as the bank has made the customer journey simpler and faster, so any repeat payments can be done instantly. HSBC credit card bills can be settled with 18+ other local banks through CEFTS in real time without customers having to visit a third party payment point or branch.
• Card payments through digital wallets
The bank partnered with market leading digital wallets – UPay and FriMi to offer customers the flexibility to make HSBC credit card payments in a safer and convenient manner.
In January this year, the bank rolled out real-time credit card payments through cash deposits machines (CDM) at several of its branches. Customers will be able to use these machines as a self-service terminal, to deposit money into their credit card or bank account/s 24/7, with deposit receipts issued immediately. This will also help customers to avoid queues and filling out forms at branches.
Cabraal briefs Chief Incumbents on Port City Project Commission Bill
On the instructions of the President and the Prime Minister, State Minister of Finance Ajith Nivard Cabraal on April 19 visited the Asgiriya Chapter, the Malwathu Chapter and the Chief Prelates of the Amarapura and Ramanna Maha Nikayas and briefed them on the relevant draft commission bill on Port City Project.
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Growing importance of training for nurses taking care of patients with NCDs
To keep pace with the rapid expansion and increasing complexity of elderly home healthcare, training needs of home healthcare nurses must be identified and subsequent training programs implemented. English Nursing Care conducts training sessions on a weekly basis covering a variety of care needs for Non-Communicable Diseases (NCD) such as diabetes. The World Health Organisation (WHO) record that NCDs are estimated to account for 75% of total deaths in Sri Lanka.
Furthermore, according to the Sri Lankan Ministry of Health “although people are living longer, they live more years suffering from disease and disability, mainly from NCDs; life expectancy at birth in Sri Lanka is 74.9 years but healthy life expectancy at birth is only 67.0 years.” This has a significant impact on quality of life.
English Nursing Care Sri Lanka works towards improving the quality of life of the elderly living with NCD’s by training nurses on the most advanced and developed methodologies brought through years of experience internationally and locally. Being responsible for the well-being of your loved ones is pivotal in the service they provide.
SriLankan Airlines welcomes Indian delegation to Sri Lanka
SriLankan Airlines in a bid to recommence Indian tourist arrivals to Sri Lanka under the proposed bio-bubble tourist arrival concept successfully completed a familiarization tour for Indian media and travel trade professionals recently. A delegation of tour operators, agents, and senior editors representing influential media institutions concluded a familiarization tour in Sri Lanka.
The delegation spent six nights and seven days touring the country while being subjected to mandatory PCR testing and other health guidelines imposed by the Ministry of Health. Upon arriving in Sri Lanka, the delegation toured the most sought-after local tourist sites including Dambulla, Kandy, Nuwara Eliya, and Bentota. The tour was initiated by SriLankan Holidays and the ground arrangements for the tour were handled by Jetwing Travels, Aitken Spence, Sri Lanka Convention Bureau (SLCB), and Hamoos Travels.
The main purpose of their participation in this fam tour was to restore confidence in visiting Sri Lanka, especially among the Indian tourists to provide them in-depth knowledge on how the country’s tourism industry operates under the bio-bubble concept. Apart from visiting various places, they experienced the stringent health and safety protocols adopted by the country in resuming tourism under the “bio-bubble” concept allowing tourists to roam around without mixing with the local population.
During their stay here, the delegation was hosted for a virtual meet-and-greet with SriLankan Airlines Chairman Ashok Pathirage, Chief Executive Officer Vipula Gunathilleka, and Head of Worldwide Sales & Distribution Dimuthu Tennakoon. The discussion focused on the airline’s operations to India, vaccination and quarantine travel arrangements between the two countries, current safety measures, and guidelines pertaining to the bio-bubble concept. They lauded the effort taken by officials to make their trip a memorable one.
The Indian delegation was highly impressed with the opportunities they were given to travel and explore the country and its exclusive holiday prospects for the enthusiastic traveller. This fam tour was a manifestation of the immense potential of Sri Lanka as a post-covid travel destination enticing the Indian traveller.
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