2010 Access Bank Annual Report and Accounts

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Annual Report Introduction & Business Chairman & Chief Operating Our People Corporate Social Contents Overview Executive’s Review Review & Culture Responsibility Revenue 2010 Performance highlights Corporate FX Revenue 30% Handling Charge 9% Commission on Payment Mandates 2% Float Income 2% Trade Services 57% RETAIl Handling Charge Western Union Commission Commission on Bank Drafts Commission on Cheque Book Commission on Funds Transfer Commission from other Payment The Transaction Services Division is central to the fulfillment of Access Bank’s promise of excellent service to its clientele through delivery of world-class service and creation of exciting customer experience. The Division’s value proposition can be summarized as Quality of Service Delivery, Quality of Process Execution and Efficiency of Operations. The Division comprises of the following groups: Central Processing Centre, Global Trade, Branch Services, International Operations and Total Quality Management. The Division is also the vehicle by which the Bank mitigates most of the operational risks in the Bank’s activities in line with organizational plan. PAYMENT & COLLECTIONS : Branch Collections Implant Services Cash and Cheques Pick Up Service Access revenue and Utility Collections/ Remittance Access Direct Debit AccessNEFT RTGS Standing Instruction Local Correspondent Banking Relationship Corporate Domiciliary Account Current Account Corporate Call Account Fixed Deposit Visacard Corporate Foreign Funds Remittances As part of its alignment with the Bank’s corporate objectives and those of other business divisions in the Bank, the Transaction Services Division has in place relationship models for engaging the different categories of the Bank’s customers. At the core of the customer engagement relationship model are select Institutional and Public sector clients, who constitute Tier 1. This category is followed by Tier 2, which comprises of the Bank’s Corporate and Large Commercial customers who typically have direct business relationship with the Tier 1 clientele. High Networth and Private Banking customers are also categorized as Tier 2. Further, the customer engagement model covers the Bank’s smaller Commercial and TRADE FINANCE: Form M Processing Letters of Credit Bills for Collection Form NXP Processing Shipping Documents Handling Trade Finance Invisible Trade Payments Advisory Services Offshore Guarantees Quarterly Trade Digest (Business Intelligence) OPERATING UNITS Branches Global Trade Card Services ATM Support and Channels Channels and Automation Cash Management Funds Transfer Individual clients, who constitute Tier 3. This tier is typically made of entities and persons with direct business or personal relationship with entities in Tiers 1 and 2. The engagement model is designed to facilitate effective management of customers’ expectations and resource dedication for actualization of institutional objective of excellent service and differentiated offerings to customers. The actualization of this objective largely rests on the broad knowledge base and professionalism of the Bank’s employees and their commitment to one of the core institutional values: Passion for Customers, for which key performance indicators have been developed and measured for improvement. RETAIL PRODUCTS Mpower Salary/Vendor Payments Mpower Current Account Savings Account Current Account Individual Investment Savings Account Domiciliary Account Pensions Disbursement Western Union Money Transfer Telegraphic Transfer (local) Foreign Funds Remittance Credit Card Debit Card 9 OF 10 Access Bank Plc Annual Report and Accounts 2010
Annual Report Introduction & Business Chairman & Chief Operating Our People Corporate Social Contents Overview Executive’s Review Review & Culture Responsibility HIGHLIGHTS • The Transaction Services Division is central to the fulfillment of Access Bank’s promise of excellent service to its clientele through delivery of world-class service and creation of exciting customer experience. 10 OF 10 Access Bank Plc Annual Report and Accounts 2010
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2010 Access Bank Annual Report and Accounts

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