Consultant: Banks can still improve

BANKS and financial institutions in Malaysia are still lacking in the areas of operational risk management and customer service, the cornerstone that is needed for them to further improve the profitability of their business, according to professional services company Deloitte KassimChan. 

Its director (financial services) David Vicary said that although the level of operational risk management and customer service had generally improved compared with a few years ago, there was still room for improvement.