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CIBC Caribbean is reorganizing its Call Centres across the region, creating new ‘Digital Branch’.

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Media Release

 

Bridgetown, Barbados, May 22, 2024A reorganization does not always have to result in displaced and unhappy employees. CIBC Caribbean is proving this to be true as it unveils plans for the creation of a “Digital Branch” out of its current Call Centres.

The establishment of a new Call Centre facility in Kingston, Jamaica, and the creation of new job opportunities for some of its employees are among the exciting changes CIBC Caribbean has announced, as it retools its contact centres for the new era of digital banking. The changes have come after extensive consultation with the various stakeholders involved.

The bank has firmly established itself as the leader in digital banking in the region, with the introduction to the market of world-class mobile and online banking services, online account opening, the provision of loans for qualified clients in 10 minutes or less, and the popular suite of instant payments options headlined by the “1st Pay” service.

Now, CIBC Caribbean has outlined plans to take the service provided by its contact centres to the next level, with the creation of a “Digital Branch”, encompassing its call centres in Barbados and Jamaica.

The Bank’s CEO, Mark St. Hill said: “As a dynamic business in an ever-changing banking landscape, we strive to constantly improve our business for the benefit of both our staff and our clients. In line with our goal of providing our clients with a true omni-channel banking experience, in addition to continuing to provide first-class service in our branches, we are converting our Call Centers into true contact centers. In essence, we are reimagining our Call Centres into a Digital Branch.

“This move helps more of our clients who choose to go digital to use our self-serve channels to do their everyday banking, by placing our professionals at their disposal should they need help navigating these channels. It also allows our team members to further develop their skills to become more involved in sales and act as financial coaches to our clients.”

Chief Information Officer, Esan Peters, under whose remit the Call Centres fall, noted that while the plan makes it necessary to close the Bank’s Contact Centre in The Bahamas and relocate the Contact Centre currently located in Montego Bay, Jamaica, to the Kingston area, it is a move that the bank is making following full consultation with all stakeholders. The current Call Centre in Barbados remains.

Mr. Peters added that this decision was taken against the background of the bank being able to provide different opportunities for many of the bank’s employees currently working in the Jamaica and Bahamas facilities.

He noted: “This exercise is about reallocating our resources with the best possible outcome for all stakeholders, and we are undertaking these changes with their understanding. Our intention is to retain any full-time members of staff who wish to remain in the company. Any employees who are close to retirement or who wish to transition out of the company will also be facilitated. There are also options for redeployment within other areas of the bank available to any employee affected by the changes.”

CIBC Caribbean’s Chief Human Resources Officer, Janine Billy, noted that the development is a carefully coordinated exercise, to ensure that there is the best possible outcome for all employees.

“We’ve had extensive consultations with our employees, our union partners, and where necessary, as in the case of The Bahamas, the Labour Department, to find the best solutions that leave each employee feeling well cared for and accommodated.”

She added: “In Jamaica, for example, we will consider employees who wish to exercise their option to move to Kingston and we are facilitating introductions to other Call Centres in the Montego Bay area for those who don’t. The same is true in The Bahamas where, assisted by the Labour Department, we are also facilitating introductions to other companies for affected employees.”

She noted: “For others, we are offering secondments opportunities in other areas of the business, so that they can fully leverage their strengths and additional experience, secure the necessary training, and eventually move into other areas of the business in which they are interested.  We are creating what we call a Culture of Care in our bank, and these changes are within that context. Our aim is to set up our employees for success, so that they can continue to grow and develop in our company.”

St. Hill added: “With the expanded remit of the Call Centres, there may be opportunities for other employees in the company who are interested in sales and developing the specialized skills necessary to be a member of our Digital Branch. With the continued development of facilities such as our LoanStore, increased support for clients using our digital services is critical and we want our team to be fully equipped to take advantage of the available opportunities.”

The changes become effective in June.

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Bahamas News

Minister Moxey says AAM2024 is significant to the country

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NASSAU, The Bahamas – Making an address on the first day of Afreximbank’s Annual Meetings (AAM) and AfriCaribbean Trade and Investment Forum 2024 on Wednesday, June 12, Minister for Grand Bahama, the Hon. Ginger Moxey pointed out the significance of the meetings in The Bahamas, and the impact on Grand Bahama.

It is the first time AAM is held in the Caribbean region.  The 31st AAM sessions run June 12 – 14, 2024 at Baha Mar Resort, Cable Beach.  The theme for the event is: “Owning Our Destiny: Economic Prosperity on the Platform of Global Africa.”

She said, “Ladies and gentlemen, this AAM and AfriCaribbean Trade and Investment Forum is critical for nurturing the relationship we have intentionally progressed over the last few years, including the historic signing between Afreximbank and CARICOM, unlocking an astounding $1.5 billion in funding; the many trade missions between both regions; and tomorrow the signing of a Project Preparation Facility with Afreximbank and the Government of The Bahamas on the development of an Afro-Caribbean Marketplace and Logistics Center on Grand Bahama Island – my island — a magnificent center for the promotion of tourism, commerce and trade between both regions.

“As we contemplate the historical ties that bind us, may we recognize the significant role of trade and the immense opportunities that lie before us.

“Trade has always been the lifeblood of economies, and as we join hands to explore new avenues, great things will happen.”

Minister Moxey continued, “The Bahamas, with its strategic location and well-established infrastructure, stands as a gateway…and it is at the crossroads of two-way trade.

“Our beautiful country has emerged as a major transshipment terminal, facilitating the seamless flow of goods and creating linkages across continents.”

The Caribbean region is focused on trade and investment opportunities with Africa, and the meeting in Nassau demonstrates the importance of the matter, she said.

In closing, she said, “The Afro-Caribbean Marketplace and Logistics Center will not only boost economic growth but also strengthen the bonds of friendship and cultural understanding between both regions.”

 

PHOTO CAPTION

1st insert –  At the Welcome Reception for Afreximbank’s 31st Annual Meetings (AAM 2024) at Baha Mar Resort, Wednesday, Minister for Grand Bahama the Hon. Ginger Moxey, at podium, gives an address on the importance of the meetings.

2nd insert – In photos, Deputy Prime Minister and Minister of Tourism, Investments and Aviation the Hon. Chester Cooper chats with Prime Minister of Barbados, the Hon. Mia Mottley.

(BIS Photos/Kemuel Stubbs and Eric Rose)

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Caribbean News

Caribbean Central Bank Governors agree to NEW Trade Regime for ease of doing business

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Garfield Ekon

Staff Writer

 

 

#TurksandCaicos, June 18, 2024 – Regional Central Bank Governors have agreed to implement a system that allows countries in the Caribbean to trade using each other’s currencies without a third-party currency.

Making the disclosure, Governor of the Barbados Central Bank, Kevin Greenidge who is also the Chairman of the CARICOM Central Bank Governors, said it will be a version of the Pan-African Payment and Settlement System (PAPSS) which was launched by the African Export-Import Bank (Afreximbank) in January 2022 to reduce reliance on hard currencies like the US dollar for transactions between African nations.

Once it is replicated in the Caribbean, the system could allow goods and services to be paid for directly in the currencies of the respective CARICOM nations involved, rather than being settled in a third currency like the US dollar, arguing thatg the payment system would reduce transaction costs, minimise the need for holding substantial foreign currency reserves, facilitate smoother intra-regional trade and lead to lower retail prices for consumers.

Noting that the decision was unanimous, Mr. Greenidge said “we just had a meeting in May, and we agreed to push ahead with the pilot programme and we have a technical team working out some of the kinks, how to move ahead with the programme. We are approaching that as soon as possible,” he said while addressing the recent AfriCaribbean Trade and Investment Forum (ACTIF2024), at the Baha Mar Convention Centre in Nassau, Bahamas.

The Central banker who once served as the senior economist who supervised Barbados’ economic restructuring programme for the International Monetary Fund, before taking up the Governor’s job in March 2023, argued that “If we get with one voice and start to speak to these things, call for reforming the way the rating agencies view and assess our position, including debt, we will then make a difference,” he told his audience.

Adding further, he said the region can get where it wants on its own, as he urged both regions to speak with one voice on reforming global financial architecture, while accusing credit rating agencies of bias against small economies.

Speaking with one voice in the Caribbean, in support like the Bridgetown Initiative, Mr. Greenidge believes “we can make a difference.” The Bridgetown Initiative calls for reform of multilateral development banks and international financial institutions to better support climate-vulnerable countries.

“The more we can achieve partnerships around the world, the better we are regarding financing and investment in Barbados and providing the necessary diverse products to do the financing we need. Naturally, the African continent would be a partnership,” he said

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Caribbean News

Jamaica Ripe for Business

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#Kingston, Jamaica, June 18, 2024 – Minister of Industry, Investment and Commerce, Senator the Hon. Aubyn Hill, says Jamaica is one of the most attractive investment destinations in the Caribbean and is urging more diaspora members to do business in the country.

Senator Hill was addressing a panel discussion on Monday (June 17) on the topic ‘Jamaica Open for Business: Transforming Investment and Enterprise in Jamaica through Diaspora Engagement’ at the 10th Biennial Jamaica Diaspora Conference, held at the Montego Bay Convention Centre in St. James.

He cited the stability of the local currency as a key reason to invest in the island.

“There is no foreign exchange control in Jamaica. Clean money comes in and clean money goes out,” he noted.

The fact that the Government has been able to undertake infrastructure development and deliver critical services, particularly during the pandemic, without raising taxes, speaks to the strength of the economy, he said.

“We’ve gone through a pandemic where we had to spend $100 billion of Jamaican money that we didn’t plan to spend and yet we didn’t borrow any new money and we didn’t raise taxes. In fact, for the last eight years…what we have done with taxes is cut them. We cut the payroll tax twice and cut VAT (value-added tax) once,” Senator Hill said.

He added that the infrastructure buildout, real estate potential and Jamaica’s position as the logistics hub of the Caribbean also makes the country attractive to investors.

“This is where your money should be. Come to Jamaica,” Senator Hill appealed.

For Chief Executive Officer of GraceKennedy Financial Group, Grace Burnett, the highly productive and English-speaking talent pool is a major reason Jamaica is open for business.

“Our literacy rate is well over 92 per cent and we have a very stable democracy. When you look at some of the endorsements we have received from overseas institutions on ease of doing business and how we are performing as an economy, we have a very stable, strong regulatory framework and very supportive environment for starting a business and growing a business,” she explained.

Managing Director of JN Fund Managers at JN Group, Brando Hayden, explained that the risk management and infrastructure necessary to give investors comfort is strongly in place.

“When you come to Jamaica, not only are we open for business, your investment or your participation is backed up by solid infrastructure. We have the Jamaica Central Securities Depository and when you invest through the stock market, whether it is a bond, a stock and they also do private equity and private debt, you know there is solid record for your investment. From the depository, you know exactly how much you have and you get your dividend payments,” Mr. Hayden said.

Meanwhile, Chief Executive Officer of VM Finance Limited and VM Overseas Offices at the VM Group, Leighton Smith, underscored that Jamaica’s economic stability, strategic location, strength of the financial sector, skilled workforce and diverse investment opportunities are factors that make Jamaica attractive to investors.

“What makes Jamaica the perfect landscape is when we think of the trade policies that exist… in terms of being the strategic location, which affords the opportunity to gain access to markets – CARICOM and the United States,” Mr. Smith said.

 

Contact: Judana Murphy

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