Union Bank has expanded its leasing service network with the opening of its third Leasing Hub in Matara, aimed at providing customers with faster, more convenient and accessible leasing solutions.
Designed as dedicated one-stop centres for leasing requirements, Union Bank’s Leasing Hubs offer customers streamlined access to leasing services, faster processing and an enhanced overall customer experience.
Beyond improving customer convenience, the hubs are also expected to support the continued expansion of the Bank’s leasing portfolio by strengthening its presence in key regional markets.
The new Matara Leasing Hub was ceremonially opened by Asanka Ranhotty, Chief Business Officer of Union Bank, in the presence of customers.
HNB Bank Strengthens Customer Confidence as Central Collections Unit Secures ISO 9001:2015 Certification
HNB PLC has obtained ISO 9001:2015 Quality Management System certification for its Central Collections Unit (CCU), covering debt collection and recovery activities related to the Bank’s personal financial services.
The certification was awarded by Bureau Veritas Lanka following an assessment of the CCU’s processes, controls and service standards. It recognizes the unit’s alignment with an internationally established quality management framework for its collections and recovery operations.
The certification specifically covers how the CCU engages with customers, maintains case documentation and manages recovery timelines. HNB has aligned these practices with applicable regulatory requirements and customer protection standards.
Arjuna Damunupola, Senior Manager – Central Collections at HNB, said the certification provides customers with a more consistent experience while strengthening the Bank’s approach to continuous process improvement.
“This certification confirms that our processes meet an internationally recognized standard and gives customers a clear, consistent experience when their accounts are being managed for Collections. It also gives us a structured basis to keep improving how we handle cases, from documentation through to resolution,” he said.
Under the ISO framework, the CCU follows a risk-based approach to segment accounts according to their delinquency stage and determine the appropriate recovery process. These measures range from early payment reminders to structured repayment arrangements, with escalation applied where necessary.
The approach supports HNB’s efforts to address under-performing and non-performing accounts through documented repayment agreements while managing impairment levels.
The certification extends ISO 9001:2015 quality management coverage to a specialized, high-volume function within HNB’s operations, forming part of the Bank’s broader efforts to introduce standardized quality controls across functions that engage directly with customers experiencing financial difficulties.
Union Bank Expands Leasing Network with New Hub in Matara
