Annual Report Laporan Tahunan - Baiduri Bank

Operations Management
The role of the Operations Management Division (OMD) is to provide support to the business units, leveraging
on information technology to achieve optimum operational efficiency. The Division utilizes an integrated
management system and engages employees in continuous improvement programs with the ultimate aim to
achieve total customer satisfaction.
In 2008, a Quality Control Circle (QCC) initiative was launched seeking to set new standards through quality
improvements with the aim to achieve ISO9001 by year 2010 for Operations Management Division and ISO
27001 certification for IT Department by 2011.
Under the current large-scale premises improvement project, the Property Department undertook three major
premises improvement projects. This involved refurbishing premises to reflect a modern professional image
and to provide comfortable working environment to the growing number of staff.
A new Loan Centre was set up at Kiarong Complex
in February providing centralized processing of retail
loans. In December, Baiduri Finance’s head office
was relocated to bigger and more modern premises
in Beribi and a new branch of Baiduri Bank was set up
adjacent to Baiduri Finance.
In addition, a Business Services Centre was set up with
the aim to streamline workflow to improve turnaround
time and provide a one-stop centre for customers.
The centre began operations during the third quarter
of 2008 and was officially opened in early 2009. It
involved the merger of three distinct departments
into one and provides operating support for all departments under the Bank and Baiduri Finance.
Work on relocating the Seria Branch began in late 2008 and was completed in early 2009. The new premises
included a new Prestige Centre to serve members in the Belait District. Refurbishment work on the Head
Office at Kiarong has already started and is expected to be completed by the beginning of 2010.
In 2008, the Bank’s IT operations was upgraded and
relocated to a new state-of-the-art Data Centre in
Kiarong and a new IT structure was implemented.
This close integration of various functions also
allowed for multi-skilling of staff.
Under the e-Banking Department, improvements
were made to ATM network with several new ATMs
and CDMs added to meet the growing needs of
customers and to serve the growing customer base.
Plans are underway for new and improved services
to be introduced via electronic channels in 2009, and
include the launch of an enhanced personal internet
banking service.
Mr Pierre Imhof (right) Baiduri Bank’s GM and Mr Song Kin Koi,
Managing Director of TelBru signing a Value Added Service
Agreement (VASA) on provision of a comprehensive range of bill
payment services to TelBru customers via electronic channels as well
as over the counter. The ceremony was held at TelBru Headquarters
on 11 th June 2008
Baiduri Bank Annual Report 2008 15