(Bandar Seri Begawan, 28th) Bank Islam Brunei Darussalam (BIBD) recently held a Customer Service Charter Leadership Training Program for its senior management and executives, further strengthening the bank's commitment to implementing service excellence at every level of the organization.
This program builds on the momentum of BIBD's 'Customer Service Charter Advancement Program' launched in January this year. The initiative aims to enhance customer experience and strengthen service delivery, ensuring alignment with the bank’s values and mission.
This leadership-focused event aims to translate the Customer Service Charter into actionable leadership behaviors, as continuous service excellence begins with strong leadership commitment, a clear vision, and a high sense of accountability.
The keynote speech was delivered by Acting Assistant Managing Director and Acting Chief Operating Officer Mohd Yusri, who emphasized that service excellence is not just a professional obligation but a spirit of dedication reflecting the trust and responsibility borne by every member of the organization.
He particularly pointed out that leaders play a key role in driving a lasting and sustainable culture of service excellence, stressing the importance of leading by example, active participation, and fostering a collaborative environment between leaders and staff — key drivers for outstanding service delivery. He also highlighted the importance of continuous capacity development, especially among leaders.
He noted that BIBD has always proactively equipped its leadership with the necessary skills, mindset, and tools to maintain and enhance the bank’s service standards.
The program also outlined several key objectives aligned with the Customer Service Charter, including strengthening leaders’ accountability in promoting service excellence, integrating the bank’s 'R.I.S.E' service philosophy (Reliable, Innovative, Simple, Empathetic) into daily decision-making and behaviors, and ensuring that strategic intent is consistently reflected in frontline execution.
Additionally, the program aims to enhance leaders’ capacity to foster a service-driven mindset within their teams, stress the importance of continuous, values-based engagement with customers, and support the bank’s broader vision of delivering seamless, customer-centric experiences at all touchpoints.
As a continuation of the Customer Service Charter advancement initiative, this leadership engagement underscores the bank’s recognition that meaningful and lasting improvements in service quality require strong leadership guidance.
This leadership approach is guided by BIBD’s I-CUE values — Integrity, Customer Focus, Unity of Purpose, and Excellence — which form the foundation for leadership behavior, decision-making, and accountability throughout the organization. Through investing in leadership development, the bank ensures its Customer Service Charter is not only communicated but continually reinforced across the organization.
The Customer Service Charter embodies BIBD’s commitment to elevating services for all customers and stakeholders, in keeping with its ‘Brunei at Heart’ philosophy and rooted in its R.I.S.E service DNA. It reflects the bank’s ongoing dedication to providing reliable, high-quality services that contribute to national development while upholding its Islamic values. Through leadership training and similar initiatives, BIBD continues to demonstrate that service excellence is an ongoing process — led by top leadership and maintained through collective responsibility across the organization.
This program builds on the momentum of BIBD's 'Customer Service Charter Advancement Program' launched in January this year. The initiative aims to enhance customer experience and strengthen service delivery, ensuring alignment with the bank’s values and mission.
The keynote speech was delivered by Acting Assistant Managing Director and Acting Chief Operating Officer Mohd Yusri, who emphasized that service excellence is not just a professional obligation but a spirit of dedication reflecting the trust and responsibility borne by every member of the organization.
He particularly pointed out that leaders play a key role in driving a lasting and sustainable culture of service excellence, stressing the importance of leading by example, active participation, and fostering a collaborative environment between leaders and staff — key drivers for outstanding service delivery. He also highlighted the importance of continuous capacity development, especially among leaders.
He noted that BIBD has always proactively equipped its leadership with the necessary skills, mindset, and tools to maintain and enhance the bank’s service standards.
The program also outlined several key objectives aligned with the Customer Service Charter, including strengthening leaders’ accountability in promoting service excellence, integrating the bank’s 'R.I.S.E' service philosophy (Reliable, Innovative, Simple, Empathetic) into daily decision-making and behaviors, and ensuring that strategic intent is consistently reflected in frontline execution.
Additionally, the program aims to enhance leaders’ capacity to foster a service-driven mindset within their teams, stress the importance of continuous, values-based engagement with customers, and support the bank’s broader vision of delivering seamless, customer-centric experiences at all touchpoints.
As a continuation of the Customer Service Charter advancement initiative, this leadership engagement underscores the bank’s recognition that meaningful and lasting improvements in service quality require strong leadership guidance.
This leadership approach is guided by BIBD’s I-CUE values — Integrity, Customer Focus, Unity of Purpose, and Excellence — which form the foundation for leadership behavior, decision-making, and accountability throughout the organization. Through investing in leadership development, the bank ensures its Customer Service Charter is not only communicated but continually reinforced across the organization.
The Customer Service Charter embodies BIBD’s commitment to elevating services for all customers and stakeholders, in keeping with its ‘Brunei at Heart’ philosophy and rooted in its R.I.S.E service DNA. It reflects the bank’s ongoing dedication to providing reliable, high-quality services that contribute to national development while upholding its Islamic values. Through leadership training and similar initiatives, BIBD continues to demonstrate that service excellence is an ongoing process — led by top leadership and maintained through collective responsibility across the organization.