HSBC Bank Malta’s Payment Services Department (PSD) has been awarded an ISO 9001:2000 Quality Management System certificate by the British Standards Institute (BSI). Payment Services handles the processing of customer payments to/from local and overseas banks. This certification is a first for the Maltese banking sector and reflects HSBC’s commitment to quality and customer service. The certification was awarded following a rigorous assessment carried out by BSI (UK) at HSBC’s Operations Centre in Qormi, where PSD is based.
“Being able to rely on payments being made promptly is a key product for banking customers and this ISO 9001:2000 certification is a recognition that the processes and controls we employ are of the highest standards,” said Steve Zarb, operational support services manager at HSBC.
Registration to ISO 9001:2000 enables organisations to focus on increasing customer satisfaction, improving quality, improving internal operations and reducing costs. The system drives continuous improvement and facilitates regulatory compliance.
Desmond Don Paul, head of banking services, observed that BSI’s report on HSBC’s Payment Services Department commended the management system of the department. The report noted that staff were genuinely proud of the work they do and were handling their responsibilities in a professional manner. The report also praised the staff members of the department for their positive attitude towards the assessment process.
Competitiveness and Communications Minister Censu Galea, who attended the presentation ceremony, said that through the Malta Standards Authority awareness of the importance of standards in the sectors of industry was being given priority.
“Standardisation is one of those phenomena where once its benefits are clearly understood then you cannot live without it or find a substitute.
“Everybody benefits from standardisation; consumers get their moneys worth and get the service they expect,” he concluded.