Indika Gunawardena
Vice President/Chief Information Officer (Information Technology)

Q: What is your assessment of the country’s readiness in terms of digital adoption?

A: Sri Lanka is on a promising trajectory in terms of digital adoption. The increasing availability of digital infrastructure and the growing tech savviness of the population indicate a positive trend.

However, challenges such as improving internet accessibility in rural areas and enhancing digital literacy persist. As a nation, we’re moving in the right direction, and there’s an opportunity for further collaboration between the public and private sectors to accelerate digital adoption.

Q: Are customers surpassing businesses in terms of digital readiness? And what is the scenario in your target customer groups?

A: In many cases, customers are indeed outpacing businesses in terms of digital readiness. This shift is particularly noticeable in our target customer groups, where we see a diverse range of digital preferences.

While some customers actively embrace digital channels for banking, others still prefer traditional methods. As a customer-centric organisation, we are continuously adapting our strategies to accommodate this spectrum of digital readiness, ensuring a seamless experience for all.

Q: Your organisation is listed as a digitally ready company in Sri Lanka’s inaugural Digital Readiness Index (DRI). What is your organisational philosophy in the context of being digitally ready?

A: Our organisational philosophy focusses on innovation, agility and a strong commitment to meeting customer needs. Being listed in Sri Lanka’s DRI reflects our dedication to staying at the forefront of digital advancements.

We prioritise continuous improvement by investing in cutting-edge technologies and maintaining a nimble approach to adapting swiftly to the evolving digital landscape. Our focus is not only on being digitally ready but also on leading in shaping the digital future of banking.

Q: Could you cite some examples of how the organisation has embraced digital technology in the recent past – and how has it impacted operations?

A: Over the past few years, we have implemented several digital initiatives that have significantly impacted operations. The introduction of the advanced mobile banking application NDB NEOS has not only enhanced the customer experience but also streamlined internal processes, leading to improved operational efficiency.

Prioritising data driven decisions has contributed to better risk management and strategic planning. Securing digital transactions has not only ensured the safety of customer funds but also increased the speed and convenience of financial transactions. These digital transformations collectively position us as a modern and agile financial institution.

In addition to these advancements, NDB is resolute in standardising its processes to uphold the highest levels of information security and business continuity. As pioneers in the industry, we have taken a proactive approach by attaining certifications such as ISO 27001 for information security management systems and ISO 22301 for business continuity management systems.

Being the first and only bank in Sri Lanka to hold the ISO 22301 certification underscores our commitment to information security, ensures uninterrupted services, and aligns with our digital initiatives and the imperative of maintaining a leadership position in information security and business continuity.

Q: And how about business complexity? What is your assessment of the level of business complexity that organisations in your sector face?

A: The banking sector operates in an environment of increasing complexities. Regulatory changes, evolving customer expectations and the fast-paced evolution of technology contribute to this complexity.

Managing and adapting to these dynamic factors requires a combination of strategic foresight, robust risk management frameworks and agile operational processes. As an organisation, we navigate this complexity by fostering a culture of adaptability, investing in advanced technologies and maintaining a keen awareness of industry trends.

Q: How digitally ready are your employees? And what strategies have been put in place to ensure digital readiness?

A: Ensuring that our employees are digitally ready is a priority for us. Beyond technical skills, we focus on enhancing cognitive abilities through continuous learning programmes. Emotional intelligence is nurtured through a supportive work culture that encourages collaboration and innovation.

Experiential readiness is cultivated by providing hands-on experience with new technologies and promoting a mindset of adaptability. These strategies collectively contribute to a workforce that’s not only proficient in digital tools but also resilient and ready to embrace the ongoing digital transformation.

Q: What are the organisation’s plans in terms of digital adoption and transformation?

A: We are committed to furthering our digital adoption and transformation initiatives. This includes substantial investments in advanced technologies such as AI and blockchain to enhance our service offerings and operational capabilities.

Strengthening cybersecurity measures is a key focus to ensure the safety of customer data in an increasingly digital landscape. We also plan to expand our digital offerings, and provide customers with more personalised and convenient financial services.

Overall, our strategy revolves around maintaining a leadership position in digital banking, ensuring that we not only meet but also exceed customer expectations in the rapidly evolving digital era.

– Compiled by Tamara Rebeira

Telephone: 2448888  |  Email: contact@ndbbank.com  |  Website: www.ndbbank.com