As part of our ambition to improve operational efficiency and service quality across the entire network, the Group has launched the Harmonization Plus program.

Its objective is simple: to ensure that, in every BOA Bank, the same operations are carried out in the same way, with the same standards of quality and control.

Why this commitment ?

• Because a client should be welcomed, informed, and served consistently, whether they are in Dakar, Niamey, Kigali, or Antananarivo.
• And because uniform execution of operations strengthens risk control, security, data reliability, and trust.

Specifically, nearly 200 common procedures have already been reviewed, clarified, and made available.

They cover network activities (welcoming clients, account opening, operations), commitments, Trade Finance, guarantees, as well as high-stakes operational routines, such as opening and closing branches, or controlling the exhaustiveness of collected revenues (commissions, interest, fees, etc.) — common but essential practices whose formalization strengthens security, traceability, and
service quality.

This project is coordinated by the Group Organization teams, in collaboration with business departments, the Group Risk, Compliance, and Permanent Control entities, as well as several pilot banks in the network.

It is fully aligned with the Group PTD (Plan de Transformation Digitale/Digital Transformation Plan) objectives, notably by supporting :

• The improvement and harmonization of our Trade Finance services, to offer a smoother and more consistent experience to our Corporate and SME clients, while reinforcing our controls and ensuring regulatory compliance.
• The digitization and automation of customer journeys, because the re-engineering of the processes documented in Harmonization Plus prepares and facilitates their implementation in our tools, allowing us to gain speed, reliability, and operational control.

For those who wish to learn more, Tam-Tam edition n°24 dedicates its feature story to Harmonization Plus, covering its history, results, and next steps.