Adebimpe Ogunleye , Microfinance Bank , Nigeria
23 April 2020

This is true and has worked for our bank at this period. Pre lockdown period was an awareness creation and training period for staff on the new work plan if eventually they could not reach clients directly. A WhatsApp group platform was created for micro clients per account officer to promote communication. Where concerns can be share and clients well being could be monitored. Promote and educate the use of digital channels for them to run their account remotely in case their account manger could not reach them.
Furthermore the bank has its WhatsApp group platforms for reports on activities and express their clients' concerns. Solutions are worked out and communicated back to the clients. Discussions on customers experience at this time is done regularly.
Management also holds and shares issues regularly on the operation of the bank at this time particularly liquidity management. Risk asset management is another major review done and mitigants for identified risk followed through and shared with staff.
Remotely Board decisions are made on issues that needs their contribution like review of 2019 accounts of the bank that has to be submitted by end of April 2020.
But I also noted that that some staff and even management are not up in their commitment and this is going to be an appraisal issue much later.