BIBD At-Tamwil Berhad (BIBD At-Tamwil) on Tuesday launched the R.I.S.E Service DNA Academy, a first-of-its-kind internal learning programme designed to strengthen customer service excellence across the organisation and equip employees with the skills, mindset and behaviours needed to deliver exceptional customer experiences.

The launch reflects BIBD At-Tamwil continued investment in its people as part of its effort to build a strong service culture that supports the organisation’s long-term growth and customer-focused ambitions.

Developed as a dedicated platform for service excellence and professional development, the Academy serves as a structured learning journey that helps employees strengthen both their professional capabilities and customer engagement skills. Built around the principles of Reliable, Innovative, Simple and Ever-caring (R.I.S.E.), the programme combines practical learning, interactive workshops and real-world service scenarios to help employees apply service excellence in their daily roles.

Beyond strengthening technical and professional capabilities, the Academy aims to cultivate a service mindset that encourages employees to better understand customer needs, build trust and create meaningful interactions at every stage of the customer journey. By investing in continuous learning and development, BIBD At-Tamwil seeks to empower its people to perform with greater confidence, accountability and purpose. For customers, the Academy is expected to contribute towards a more seamless and personalised experience when engaging with BIBD At-Tamwil. By developing a shared service culture across the organisation, customers can expect greater consistency, stronger engagement and higher quality support throughout their interactions with the organisation.

The launch ceremony was attended by Acting Managing Director and Chief Executive Officer of Bank Islam Brunei Darussalam (BIBD) Haji Mohammad Yusri bin Haji Wahsalfelah as the guest of honour. The event was also attended by Acting Assistant Managing Director 1 and Acting Chief Human Resources Officer, Human Resources Division, BIBD Lyndsay Spray and Interim Acting Managing Director of BIBD At-Tamwil and Deputy Chief Operating Officer, BIBD Haji Shamri bin Haji Mahali.

In his welcome remarks, Haji Shamri said, “Customers must remain at the heart of everything we do. While our customers may remember the products and services we offer, what leaves a lasting impression is how we make them feel, whether they feel listened to, respected and genuinely cared for.

“The R.I.S.E. Service DNA Academy is an important step in strengthening not only the skills and capabilities of our employees, but also the mindset and values that define exceptional service.”

Acting Managing Director and Chief Executive Officer of Bank Islam Brunei Darussalam (BIBD) Haji Mohammad Yusri bin Haji Wahsalfelah presents an award as Acting Assistant Managing Director 1 and Acting Chief Human Resources Officer, Human Resources Division, BIBD Lyndsay Spray and Interim Acting Managing Director of BIBD At-Tamwil and Deputy Chief Operating Officer, BIBD Haji Shamri bin Haji Mahali look on. PHOTO: BIBD

The Acting Managing Director and Chief Executive Officer of BIBD during the event. PHOTO: BIBD

The Interim Acting Managing Director of BIBD At-Tamwil and Deputy Chief Operating Officer of BIBD speaks during the event. PHOTO: BIBD

During the event, Haji Mohammad Yusri also presented the R.I.S.E Recognition Awards to nine BIBD At-Tamwil employees who consistently exemplify the R.I.S.E. Service DNA in their daily work. The award recognises their unwavering commitment to continuous personal development, and their contribution to championing service excellence and fostering a stronger customer-centric culture in BIBD At-Tamwil.

Delivering the congratulatory address, Haji Mohammad Yusri said, “I would like to commend BIBD At-Tamwil for its continued commitment to investing in its people and enhancing the quality of service delivered to customers. The R.I.S.E Service DNA Academy reflects BIBD At-Tamwil’s dedication to nurturing a strong service culture while empowering its employees to grow both professionally and personally.”

He added, “This Academy embodies the spirit of R.I.S.E. – Reliable, Innovative, Simple and Ever-Caring – and brings to life the principle that leadership is an Amanah. Leadership is not defined solely by the decisions we make, but also by how we conduct ourselves each day, the example we set, and the responsibility we uphold in serving others with care, professionalism and integrity.”

“Beyond advancing service excellence, initiatives such as the R.I.S.E. Service DNA Academy also contribute to Brunei Darussalam’s Vision 2035 aspirations by helping to develop a skilled, capable and future-ready workforce. I encourage all participants to embrace this opportunity, apply the knowledge and insights gained, and continue making a positive difference for our customers, our organisation and the communities we serve.”

Looking ahead, the R.I.S.E. Service DNA Academy is expected to play an important role in developing a highly capable and service-oriented workforce while strengthening BIBD At-Tamwil’s culture of continuous improvement. Through sustained investment in talent development and service excellence, BIBD At-Tamwil aims to deliver memorable customer experiences, build stronger customer relationships and support the organisation’s continued growth in the years ahead.

Haji Mohammad Yusri, Lyndsay Spray and Haji Shamri in a group photo. PHOTO: BIBD