FIDELITY BANK, THE ROT WITHIN AND SERVICE FAILURE

This may not sound very good to the ears of the management of Fidelity Bank but if not articulated and looked into in a short possible time, It will destroy Fidelity as a bank. Service failures in Fidelity Bank Branches can’t be addressed without addressing its major causes amongst service custodians which are the Note Counters (NCs) and Service Tellers (ST) Known as CONTRACT STAFF. Initially, The NCs were the strong backbone of Fidelity operation, until the introduction of Service Tellers. These sets of People, especially, the NCs can’t give what they don’t have. You can’t give happiness when you are not happy. Service comes from within when they are happy with what they are doing and their take home, and with Motivations like Conversion, there is no way a customer will leave the banking hall without being treated nicely, as GTB are doing.

Every branch of Fidelity bank have its Operation Staff as either NCs with salary range of N43000 to 46000 and Service Tellers who are paid N68,000 to N70,000. The bulk of the bank operation lies in the hand of these categories of people. These category of people are sure of not having future in the bank, so there are less conscious of being sacked, because of no terminal benefit, Meaning that there number of years spent has no basis in their life. That is, they are laborers. Take the survey of these categories of people; they are always with their CVs in their cubicles. Instead of concentrating on service to customers they are busy giving their CV to customers and seeking for one help or the other from Customers. Virtually all customers know their salaries. So how will they serve the customer well?

Fidelity as a bank preaches integrity and says that they keep their words, but the management lack such virtue. So many NCs and STs have gone to school and obtained their first degrees (HND/BSC) but the management chooses to hire fresh graduates( who gets trained by the NCs and STs) and wants the fresh graduate/employee to supervise the people who have the same qualification with them. Human nature is jealous and the only option is to grumble at anything that comes, be it from the Supervisors, the Customers or the new hires. With this, How do you expect an excellent Customer service? Two years ago, GTB conducted conversion test, and so many contract staff were converted, there was/is happiness there and is being transferred to the customers via excellent service. Apart from excellent service, the bank saved a lot of money from the process. No recruitment Walhalla, no further training needed etc. When was the last time Fidelity bank converted their Contract Staff? Is conversion still in their dictionary? Why is Fidelity bank recruiting freshers, when what they are looking for is with them? With the economy so bad, why are they spending Money on recruitment and training of freshers?

So many of the Tellers are not married, and those that are married can’t take good care of their families. How can One pay school fees, pay rents, pay bills and cater for his/her family with N46,000 for NCs and N68,000 for STs? Or, how can the Contract staff to be happy serving the customers and the Core Staff take home fat salaries without doing much. Most of these Contract staff (Tellers) are ATM Custodians, hold the branch keys, and work as FT officers and Customer service officers. A lot of tellers are stealing from the bank ranging from cash suppression, cash pilfering, cash substitution and borrowing money from customers without repayment, all these is to augment, since they don’t receive enough salary.

On the marketing unit is the Direct Sales Agent/Assistant (DSAs) whom I call the foot soldiers of the unit by reason of Savings account acquisition and growth maintenance. Their monthly pay is N50,000, and at will their account cabal is wipes off, making them start from Zero again to build, nature, maintain to big balance sheet as regards savings account.

Conduct a research/survey amongst the Contract Staff and you will find out that 99% are not happy. This is not because they don’t like banking work, but because their hopes of being core staff are not there, especially, with the new MD at the helm of affairs, who is not even talking or thinking of Contract staff conversion rather, He is busy bringing in his confused UBA counterparts and employing freshers, camping and training them for months and sending them down to branches, despite preaching the Gospel of Cost Cutting. Some NCs and STs have performed creditably well more than ETs and EATs, even in MPRs and they have been working with their strength and mind for Fidelity Bank yet, the bank refused to convert them. Does it mean that Hard work and Tenacity doesn’t pay for contract staff in Fidelity Bank? Too bad.
With the above Points, you can agree with me that the major cause of service failures in Fidelity bank Plc is their Management team, if they can do what they are supposed to do, I think that Fidelity bank will be the best in service delivery.

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FIDELITY BANK .................CONVERT YOUR CONTRACT STAFF OOOOOO, THEY HAVE STAYED FOR A LONG TIME,
NNAMDI OKONKWO, PLS LISTEN TO THEIR CRIES

nnamezie87:
FIDELITY BANK .................CONVERT YOUR CONTRACT STAFF OOOOOO, THEY HAVE STAYED FOR A LONG TIME,
NNAMDI OKONKWO, PLS LISTEN TO THEIR CRIES

Resign

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There is a lot of sense in your write up, but please stop praising GTBank. Their customer service officers are rude and arrogant!

Contract staff are hired as 'contract' staff. It's an agreement. Same as permanent staff. Why compare the two? Fidelity is trying by creating opportunity. It is simple. To work isn't by force.

Oga how much is minimum wage? 18k. How much is Fidelity Bank paying their contract staff with OND? 46k shut up abeg.

My sister works in private school earning 40k and she makes do. She has not stolen school fees to 'augment'. A thief will steal whether he is paid 46k or 460k. As for the poor treatment of customers, please, that's a personal thing. A rude person is rude at 46k or 460k. How about if you're unhappy with your contract you try to negotiate a new one and not just complain?

cc- 1forall lalasticlala crazyman

resign and stop complaining na, there is no perfect Nigerian company

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for more details, follow the link below
http://www.bankgist.com/jp-morgan-roles-three-branches-india/

Casualization is a grave malady that has befallen Nigeria Labour market in general and the banks in particular. Fidelity bank is not the only bank guilty of this workplace apartheid and modern slavery which banks have subjected a lot of their workforce to. Many of the banks are not innocent of this precarious labour practices.

Anybody picking on the OP is only talking out of ignorance because he/she has not faced same treatment or have never read 'Adams Equity Theory of Motivation'. Here is situation whereby two people are doing similar job but are paid different wages in same organization. Candidate 'A' because he is subjected to be a casual employee do all the dirty works and earn peanut, stay stagnated, never promoted nor salary increased or even send for either in-house or off work training. When he even strive to develop himself through academic and professional education, yet he would still not be recognized, elevated nor given the opportunity for career advancement. In other words he is perpetually condemned to same position, same salary year-in, year-out. How can such employee be happy doing the job or even committed to the organization?

On the other hand, candidate 'B' takes the glory of the efforts of candidate 'A'. He 'B' gets recognized, promoted and even send for trainings and other developmental programs by the bank while candidate 'A' is subjected to the precarious abyss of penury yet they work in the same organization.

The worst is that this banks each day come up with evil policies that would perpetually push this casual staffs to the captivity of penury. This set of bank workers are demoralized, demotivated and debased to the extent that most of them have lost self-confidence thus faced with a psychological disorder of inferiority complex because the policies of the banks have invariably created 'two class system' (one - inferior humans, the other - superior humans) in the same organization - workplace apartheid.

I think the banks are cashing in on the severe unemployment situation in the country to perpetuate this inglorious labour practice in Nigeria. The supply of labour is more than the demand for labour in Nigeria which have therefore drastically forced the price of labour down.

I will conclude by leaving Nigerians with this thought of James Allens in his book ‘As a man thinketh so is he’ “here is an employer who adopts crooked measures to avoid paying fair wages, and in the hope of making larger profits, reduces the wages of his workers. Such a man is altogether unfitted for prosperity and when he finds himself bankrupt – both in reputation and riches – he blames circumstance, not knowing that he is the author of his condition”.

May God help Nigeria!