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Bank customers are still worried at returning queues to the banking halls and the pace at which they are attended to.

The apprehensive
customers who spoke to our reporter expressed irritation that despite
the efficiency that technology brings, banks are yet to get it right in
rendering swift service. The introduction of Automated Teller Machines
(ATM), e-banking, and all other banking alternatives have done little
to decongest the banking halls.

Dayo Aribigbe, a bank customer, said he stood in a queue in one of Nigeria’s banks for hours.

“Our banking system
in Nigeria is so poor. There is a need for a change. I can’t imagine
myself standing for hours in the bank’s branch at Abule Egba. Please,
we need solution providers,” he said.

“I thought they
said all this e-payment stuff would help reduce these queues? I can’t
seem to see how much these have helped. Besides, is it the e-payment
stuff that would also train the bank staff to be polite? asked Mercy
Atoyebi, another bank customer.

Cecelia Babatunde said she dreads doing transaction with a particular new generation bank.

“The thing is I
don’t know what the problem is. To me, I think they are just not
efficient, or maybe it is shortage of staff, I really don’t get it. GTB
too is another bank that is struggling to manage its customer turnout,
but I think they are better. I think their own case is that of having
to manage increasing customer base,” Ms. Babtunde said.

Visits to some banks in Lagos confirmed customers’ complaints of longer time spent in performing transactions.

No need to trade blame

While some
customers said the massive bank layoff may have been responsible for
the queues, some finance experts are of the view that these
organisations would have to rise up to the challenge of efficiently
utilising the available hands working with them at the moment.

A source at Zenith
Bank said the pressure on the available staff is much, as new customers
patronise the banks and no other employment is made to balance the
additional customer flow.

“In some instances,
some people even go on maternity leave, some on their usual annual
leave, and no one is brought to cover in for them,” the source said.

Experts say
employers and decision makers in human capital management functions
must seek new ways to build successful organisations with high
performing employees, amidst declining training budgets, wages and
remuneration packages.

Performing employees

Emmanuel Tarfa, a
human resource manager with Ciuci Consulting, a management consulting
firm, said the ability of a company to develop high performing
employees is a direct function of the company‘s human resource strategy.

“In order to
improve the productivity of employees within organisations, we have
identified three areas that companies in Nigeria should focus on. They
include continuous training and development, improving working
conditions and the atmosphere of the work environment, implementing the
appropriate performance management system, among others,” Mr. Tarfa
said.

According to him,
banks and other organisations facing performance challenges must focus
on personal development of employees, cultivating a culture of good
leadership and mentoring in the workplace, and a fair compensation plan.

“From the CEO, to
the managers, down to the other supervisors and managers, there should
be an understanding of what is required at each level, including
subordinate levels, and training programmes should be designed based on
this,” he added.

Akinbamidele
Akintola, a research analyst at Renaissance Capital, an investment
bank, said banks need to ensure that they deploy robust information
technology facilities to support an increase in customers’ activities
in the banking halls, and adequate human capital development for its
staff, in terms of skills.

“I don’t believe these long queues are here to stay. They would
disappear in the near future, as high standard customer service is what
would become a distinguishing factor, especially for end users of
banking products and services,” he added