THE Agricultural Development Bank has reaffirmed service excellence as a central driver of its growth agenda, following a superior service experience strategy session held for business heads and senior management on Saturday February 28, 2026.
The meeting was aimed at reviewing the Bank’s performance trajectory and to also help accelerate growth in 2026 and beyond.
Speaking at the strategy session, the Managing Director of ADB PLC, Edward Ato Sarpong, underscored the need for leaders and all staff to consistently translate strategy into action, noting that superior service delivery must reflect not only in systems and processes but in the attitude and conduct of staff at every customer touchpoint.
He said that the strong performance and historical gains recorded in 2025 reflected leadership, improved execution, stronger discipline, and a growing emphasis on quality and superior service delivery across the Bank.
Mr Sarpong stressed that in an increasingly competitive banking environment, growth can only be sustained when customers experience professionalism, responsiveness, and reliability in their interactions with the Bank. “Superior service delivery is not an abstract value but a practical standard that should guide everyday decisions across branches and departments,” the MD said.
Discussions at the strategy session focused on consolidating recent performance gains, tightening service standards, and aligning growth priorities with customer-focused execution. Business heads, and by extension, all employees, were charged to continually improve turnaround times and ensure that customer experience remains central to business decisions and our operations.
He reiterated the task of exceeding customers’ expectations and delighting them with superior service experience at all times.
On her part, the Deputy Managing Director in charge of Operations, Mrs Sylvia Naa Kwakai Nyante, emphasised that growth without superior service weakens trust and long-term value. “Leaders and all staff are therefore charged to lead with poise, reinforce service discipline and drive measurable improvements across frontline and support functions,” she said.
“ADB shall be driven by its Beyond Banking agenda and its core values, including service excellence, which must be firmly established as a basic standard that guides our operations and growth,” she added.
The engagement session forms part of a corporate strategy to deepen the Bank’s purpose-driven culture and strategically position ADB as a Bank of service excellence for sustained growth, competitiveness, and long-term impact.
ADB PLC’s strategic vision is to be among the top three banks in Ghana, globally admired for its people, processes, and performance.
The Bank is expanding its digital channels by leveraging technology. It is also set to open a new and ultramodern branch at East Legon and reopen its Dansoman Branch, which has been closed since 2023.
BY TIMES REPORTER
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