Message from the Desk of Our General Manager and Executive Director:
As we continue the journey to be the best Automated Clearing House in our region, we seek to achieve our long-term goals. Our new Mission and Vision statements will guide our decisions and align us as an organization to reach the aspirations we have declared for the future.
A critical part of the Bahamas Automated Clearing House (BACH) mission is providing best-in-class service and support to our clients, employees, and stakeholders. With the recent structure implementation, we have done an excellent job in this regard.
In order to ensure we are at the forefront of the payment eco-system, it is vital that we continue to evolve, remain relevant and deliver the highest customer experience.
With this promise of being best-in-class, we embark on this fundamental change in how we deliver service by placing Clients at the center of our business and growing and developing with them. We shall consider the client in every decision we make.
In accordance with BACH’s objective of staying relevant in a changing environment, we aim to contribute to mutual understanding, exchange, and cooperation between the different entities in the payments & financial services eco-system.
Our ongoing commitment to superior service, innovative connectivity, and intuitive technology will expand our relationships for generations to come.
Our Revitalization has achieved:
- The Embedding of best-in-class Service Standards in the behavior of all staff.
- Building an agile, scalable, and resilient Information Technology Infrastructure.
- Placing the client at the center of our business, using the Customer Care Team and a first-class Service Portal to deepen and strengthen these relationships. This Service Portal is designed to keep operations running smoothly by handling everything from individual technical problems to total system outages, providing a single point of contact (SPOC) for users to interact with BACH seamlessly and efficiently.
- Improved Service Delivery through Relationship Management.
- Continuous improvement in business operations with segment specialists to deliver focused quality service.
- Building staff morale and increasing mobility through a “one Team One Organization’ approach.
- Delivering an integrated Sales, Service, and System Security approach by employing universal & distinct standards and activities.
- Raising the performance bar by utilizing standardized “SMART” goals.
- Sustaining and building ownership for Sales, Service, and Security.
- Creating an enabling organizational structure focused on sales, service, and security excellence.
The goal of Customer Care is to ensure we service the existing clients’ needs, supported by the Board of Directors through various initiatives, and an external business development source through a client expansion initiative to ensure new business is provided on an ongoing basis.
The Customer Care Team will be responsible for the Onboarding of new participants. In addition, they will ensure that new customers are smoothly transitioned into the ACH eco-system and will execute quality assurance follow-up calls and additional needs analysis.
It will also allow us to work more closely with our various business partners like C & W, Montran, etc., to ensure we explore all avenues for revenue generation and maximize our existing client relationships.
At BACH, Fraud Prevention and Information Security are fundamentally important. Therefore, BACH has deployed state-of-the-art systems and resources to counter any potential threat to ensure safety and security.
What are we doing to close the gaps?
- We are Protecting and Ring Fencing our existing clients while increasing revenue from needs-based sensitivity modeling and developing a client expansion initiative.
- We are Changing and Improving processes by aligning Sales & Service and Customer Care under one umbrella (Business Development, Service & Innovation) to enable people to enact their roles efficiently and effectively, improving productivity and enhancing customer experience.
- We are Developing and Training to provide employees with the skills and knowledge required to perform their roles effectively.
- We are Building on our suite of products and improving our processes and channels to meet our customer needs.
- We are Developing client expansion programs that are part of an effective Onboarding process and support employee success and mobility.
Meet Our Team
