Bank Islam Brunei Darussalam Berhad (BIBD) recognised 23 employees for delivering outstanding service, following commendations received directly from customers through the Bank’s R.I.S.E GEMS and Client Service Charter feedback channels. The recognition reflects the important role employees play in creating positive customer experiences and building lasting trust through everyday interactions.
The employees were recognised during the BIBD R.I.S.E Recognition Awards 2026.
In her remarks, Acting Assistant Managing Director 1 and Acting Chief Human Resources Officer of BIBD Lyndsay Spray highlighted that while banking products and technology continue to evolve, the experiences customers have with people remain at the heart of every relationship.
“What our customers remember most is how we make them feel. Every positive interaction, every act of patience, and every effort to go the extra mile leaves a lasting impression that strengthens trust and builds meaningful relationships,” she said.
She noted that the awards carry special significance because the recognition comes directly from customers who took the time to acknowledge employees who made a difference to their banking experience.
“The colleagues we recognise today were commended directly by customers. Their recognition is a reminder that great service is often found in the simple things: listening attentively, showing empathy, providing clear guidance and taking ownership to help our customers succeed.”
The awards celebrate employees who consistently embody BIBD’s R.I.S.E Service DNA of being Reliable, Innovative, Simple and Ever-Caring, while delivering on the commitments outlined in the bank’s Client Service Charter. Their efforts help customers feel supported, understood and valued at every stage of their banking journey.
Launched in January 2026, the Client Service Charter was introduced to clearly communicate BIBD’s service commitments and give customers a direct channel to share feedback on their experiences.
Together with the R.I.S.E GEMS recognition programme, it plays an important role in strengthening a customer-centric culture by encouraging accountability, service excellence and continuous improvement across the bank. Feedback received through these channels helps BIBD better understand customer expectations, enhance the overall customer experience, and recognise employees who consistently go above and beyond in serving customers.
Beyond recognising individual achievements, the event also highlighted the important role of leadership in fostering a strong service culture. Branch Managers and Sales Managers were acknowledged for their guidance, coaching and support in helping teams deliver high standards of service across the organisation.
Emphasising the responsibility of leadership, Lyndsay Spray said, “Leadership is Amanah. It is a trust we fulfil by guiding our people, leading by example and ensuring our service promise is reflected in our everyday actions.”
The programme featured customer commendation highlights, the sharing of service best practices and interactive activities designed to encourage learning and strengthen service excellence across the organisation.
As Brunei Darussalam’s leading Islamic financial institution, BIBD recognises that exceptional service is delivered by its people. Through initiatives such as the BIBD R.I.S.E Recognition Awards, the Bank continues to celebrate employees who make a positive difference in customers’ lives, strengthen customer trust and contribute to a culture where service excellence is part of everyday work.
Acting Managing Director and Chief Executive Officer of BIBD Haji Mohammad Yusri bin Haji Wahsalfelah was the guest of honour.
The ceremony was attended by BIBD’s senior management, senior officers and employees, who gathered to celebrate colleagues recognised for their outstanding commitment to customer service excellence. The recipients represented branches from Temburong, Serusop, Seria, Manggis, Kiulap and Main Branch, as well as the Kiulap Direct Sales Team and Customer Care Department, reflecting the collective effort across BIBD to deliver exceptional customer experiences.
SOURCE/AUTHOR : BORNEO BULLETIN
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