Recently Daily Capital Views (DCV) took an interview to Samiul Kabir, Head of Retail Banking, Meghna Bank, PLC on the activities and different steps taken by the Bank to ensure the customers’ service.
DCV-Meghna Bank has been gaining attention in the retail banking space. What is driving this momentum?
Samiul Kabir-Our momentum is coming from a clear shift in focus. We are building retail banking as a core growth engine, not a supporting function. This includes sharper product design, stronger distribution through branches and agent outlets, and a deliberate push on digital capabilities. At the same time, we are closely monitoring execution at the ground level, which is translating into visible growth.
Equally important, we are placing strong emphasis on service. Today, customers value personalized banking more than ever and we are working to ensure that every interaction reflects responsiveness, attention and consistency. This focus on service quality is becoming a key driver of our growth and differentiation.
DCV- How is Meghna Bank differentiating itself from other banks when it comes to customer experience?
Samiul Kabir-We are simplifying banking. Instead of offering complex products, we focus on ease of understanding, faster turnaround and consistency in service delivery in line with customer expectations.
At the same time, we are integrating our digital and physical channels to ensure a seamless experience, regardless of how a customer chooses to engage with us.
Most importantly, we place the customer at the center of every decision. We try to think from the customer’s perspective while designing our products and services. If we can truly understand their needs and expectations, we can respond to what matters most to them, which is critical in today’s environment.
DCV-Many customers today look for convenience and speed. What steps has Meghna Bank taken to make banking simpler and more accessible?
Samiul Kabir-We are focused on reducing friction across the entire customer journey. We are streamlining online account opening through our internet banking app to make it faster and more user-friendly, while service processes across branches are being standardized with close monitoring of turnaround times.
We are also placing strong emphasis on speeding up loan and credit card processing so customers can access the services they need without delay. Additionally, we have introduced instant debit card and cheque book issuance at the time of account opening to enhance convenience from day one.
In today’s environment, customers expect prompt and personalized service and we are working to consistently deliver that and set a higher benchmark in the industry.
DCV- Can you share how your retail banking portfolio has evolved in recent years?
Samiul Kabir-Over the years, our primary focus was on large corporates and retail banking was not a core priority. However, that has changed significantly. We have now made a strategic shift towards Retail and SME banking as key growth drivers.
Even during that earlier phase, one area where Meghna Bank consistently performed well was our card business. Today, we have a portfolio of around 100,000 cards, with nearly 50% being credit cards. Our credit cards offer some of the most competitive features in the market and we have seen strong and growing demand in this segment.
At the same time, our retail customer base has crossed 200,000. As a fourth-generation bank, we are now taking a more aggressive approach to expanding this base and strengthening our presence in the market.
One of the most significant changes has been in our overall approach. Earlier, retail banking was largely centered around credit cards. Now, we are focusing on five key pillars: customer acquisition, sustainable deposits, retail loans, credit cards and debit cards. This shift has also brought a noticeable cultural change within the organization, with a stronger alignment towards building a well-rounded and sustainable retail franchise.
DCV- What kind of customers is Meghna Bank focusing on, and how are you tailoring products for them?
Samiul Kabir-We are focusing on emerging retail segments such as Gen Z, young professionals, women customers and individuals outside major urban centers. At the same time, our approach is inclusive and covers customers across all age groups and segments, with a strong emphasis on understanding individual needs. We design our products around those needs, whether it is convenience, accessibility or meaningful value-added benefits. For example, we are currently in the process of relaunching our several retail products with features that are not commonly available in the market, which we plan to introduce progressively in the coming days.
For students and young customers, we offer specialized products like Youngstar and Youngstar Plus. For women, our savings product Shreyoshi includes complementary insurance along with discounts and cashback offers across selected outlets.
For customers looking to build a secure financial future, we offer a range of deposit schemes such as DPS, Kotipoti and Millionaire schemes. We also have dedicated savings products for customers aged 50 and above, offering preferential interest rates and complimentary debit cards.
In addition, through our Islamic banking window, we cater to customers seeking Shariah-compliant solutions. We have also recently introduced Meghna Arohi, which enables customers to remit funds abroad for purposes such as education, medical treatment, travel and more.
On the lending side, we are placing strong emphasis on retail loans including home loans, auto loans and personal loans to support customers in achieving their financial goals. As mentioned earlier, we are strongly emphasizing on delivering faster service. Through our streamlined Student File service, we are also facilitating smoother and faster processing of overseas education payments.
Overall, our aim is to build a comprehensive ecosystem where customers can manage, grow and securely invest their hard-earned money with ease and confidence.
DCV-Digital banking is becoming essential. How is Meghna Bank leveraging technology to serve customers better?
Samiul Kabir-Digital banking is central to our strategy and we are using technology to make banking simpler, faster and more relevant to everyday life. Our vision is to build a unified “one app” platform that serves bank customers, MFS users and even non-customers. This allows anyone to come on board easily, access essential services like payments and lifestyle features and gradually transition into a full banking relationship.
We are also working to seamlessly integrate MFS and traditional banking within the same ecosystem, supported by simplified eKYC onboarding and a smooth, intuitive user experience. This ensures customers can move across services without friction.
Looking ahead, I see strong potential in open banking, where customers will be able to view and transact across multiple bank accounts through a single platform. We are also focusing on building a broader ecosystem by integrating payments, marketplace services and partnerships such as mobility solutions.
Overall, our approach is to go beyond conventional digital banking and create a platform that is inclusive, connected and aligned with how customers live, transact and manage their finances today.
DCV-Trust is a major factor when choosing a bank. Why should customers feel confident banking with Meghna Bank?
Samiul Kabir-Trust comes from consistency, transparency and the ability to deliver on commitments. At Meghna Bank, we are focused on strengthening governance, improving service reliability and ensuring that customers can depend on us at every touchpoint.
From a financial strength perspective, one of the key indicators in today’s environment is asset quality. While the industry has seen rising levels of non-performing loans, our NPL remains in the single-digit range, reflecting a disciplined and prudent approach to risk management.
We also maintain a balanced and responsible pricing strategy. Rather than offering unsustainably high rates to attract funds, we operate within competitive and market-aligned benchmarks, which reflects both our confidence and long-term stability.
Our leadership team brings strong experience and direction, further reinforcing our position. As a relatively young, fourth-generation bank, we acknowledge that awareness is still growing, which is why we are placing greater emphasis on visibility and customer engagement.
Overall, customers can feel confident banking with Meghna Bank because of our prudent approach, stable foundation and clear commitment to building long-term relationships based on trust.
DCV-How are your branches and agent banking network contributing to your growth, especially outside major cities?
Samiul Kabir-Our distribution network plays a critical role in driving our growth, especially outside major cities. Currently, we have 54 branches, 20 sub-branches and 40 agent outlets and we are in the process of expanding this footprint further. A significant portion of our business is generated through these channels.
From the outset, we have placed strong emphasis on establishing a presence in rural and semi-urban areas to improve financial accessibility. While growth in some of these locations has been gradual, the business has been steady and continues to build over time.
Agent banking is a relatively new focus area for us. We are currently revamping our model to provide stronger support to our agents, enabling them to operate more effectively and deliver better service to customers across different regions. This will be a key driver in extending our reach and strengthening financial inclusion going forward.
DCV-What new products or initiatives can customers expect from Meghna Bank in the near future?
Samiul Kabir-Customers today expect speed, convenience, personalized solutions and a safe place to invest. In a highly competitive market, where almost every offers the similar products and services, true differentiation comes from how well we understand and respond to these expectations. At Meghna Bank, we are placing customers at the center of our decision-making and continuously refining our products and services accordingly.
We are enhancing convenience through initiatives such as charge-free ATM withdrawals across the country using our debit cards and a 24/7 toll-free call center. We also plan to introduce a Smart IVR system within this year to further improve accessibility and responsiveness.
One of our most significant upcoming initiatives is the launch of a unified “One App” platform, which will integrate MFS and internet banking into a single experience. This will be a first-of-its-kind solution in Bangladesh, aimed at delivering a seamless and comprehensive digital journey.
Alongside this, we are placing strong emphasis on improving service quality and standardizing our distribution channels to ensure a consistent and reliable customer experience.
DCV-If someone is considering switching their bank today, why should Meghna Bank be their first choice?
Samiul Kabir-In my view, today’s customers are very informed and thoughtful in their decision-making. With the advancement of technology, they can easily access platforms like Google, ChatGPT and YouTube at any time to understand what options are available in the market and compare offerings before making a choice.
When it comes to switching banks, it typically comes down to a combination of pricing, service quality, and most importantly, the safety of their funds.
At Meghna Bank, we offer a strong sense of security backed by solid financial fundamentals. Our key indicators, including asset quality, credit ratings and overall market reputation, reflect a stable and prudent approach to banking.
As we approach our 14th year, we have built a track record of serving customers with consistency, trust and reliability. These are the factors that matter most when choosing a bank, and we believe they make Meghna Bank a dependable and compelling choice for customers considering a switch.
DCV-What is the plan and thought going forward for Meghna Bank?
Samiul Kabir-Our focus going forward is to build a balanced and sustainable retail franchise. This includes strengthening our customer base, expanding our distribution network and developing a robust digital ecosystem to enhance customer experience.
At the same time, we are aligning our internal capabilities, processes and culture to support long-term, sustainable growth rather than short-term gains. A key part of this journey is to build a strong brand perception in the minds of customers, centered on reliability, convenience and digital capability.
With this clear direction, we have set a goal to position Meghna Bank among the top 15 banks in the country within the next three years.
DCV-What are the biggest risks facing the banking sector right now?
Samiul Kabir-Key risks in the banking sector today include asset quality pressure, liquidity tightening and increasing competition for deposits. These are structural challenges that require continuous monitoring and disciplined balance sheet management.
However, beyond these, I believe one of the more important challenges is mindset. The banking landscape is evolving rapidly and customer expectations are changing just as fast. While the core functions of banking remain the same, the scope of services has expanded significantly from basic transactions to highly personalized, digital-first solutions. This requires a more dynamic and responsive approach from decision-makers across the industry.
We need to accelerate digital initiatives, embrace partnerships that enable open banking and rethink how we deliver value to customers in a more connected ecosystem.
At the same time, this rapid transformation must be balanced with strong risk management. As we expand digitally, operational risks and cybersecurity threats become increasingly important and they require robust controls and continuous vigilance.
DCV-How would you manage liquidity in a tight monetary environment?
Samiul Kabir-Our approach is to focus first on building a strong and stable deposit base, particularly low-cost and granular deposits, which provide long-term sustainability. This also means reducing reliance on volatile or high-cost funding sources. At the same time, disciplined asset-liability management is essential to ensure proper matching between assets and liabilities, both in terms of tenor and pricing. We continuously monitor this position to avoid structural mismatches and liquidity stress.
Pricing strategy also plays an important role. In a competitive market, it is important to remain responsive, but at the same time avoid aggressive pricing that can create long-term pressure on margins and stability.
Equally important is customer retention. In today’s environment, liquidity is not just about acquisition, but about maintaining trust and relationships so that deposits remain stable over time.
