HNB Card Operations Department achieves ISO 9001:2015 certification for quality management

Tuesday, 23 September 2025 00:49 - - {{hitsCtrl.values.hits}}

From left: Senior Executive Ravindra Hettiarachchi, Audit and Compliance Assistant Manager Nilmini Mendis, Senior Executive Channa Mutukuda, Senior Manager – Process Excellence (Services) Christopher Thuraisingham, Executive Vice President and Chief Business Operations Officer Sivarajah Nandakumar, Card Operations Head Tissa Nanayakkara, Card Operations Senior Manager Pushpani Wanniarachchi, CMU Assistant Manager Shehan Fernando, Card Operations Assistant Manager Chanaka Kumara, Senior Executive Pavithra Perera, and Bank Associate Chamathka Kavimini

HNB PLC has announced that its Card Operations Department has been awarded the ISO 9001:2015 certification following a comprehensive third-party audit of its internal processes, controls, and service delivery frameworks. The certification reinforces the bank’s continued focus on secure, efficient, and standardised operations across its payments infrastructure.

The audit process reviewed the Department’s end-to-end quality management systems covering local and international merchant clearing, transaction processing, dispute resolution, real-time risk monitoring, chargebacks, and reconciliation. It also examined compliance procedures, customer service protocols, and operational documentation aligned with global benchmarks.

The Card Operations Department plays a central role in supporting HNB’s payment systems by managing critical back-office workflows across acquiring, issuing, compliance, and settlement. These systems enable the smooth functioning of millions of card transactions each month across merchants and customer touch points.

Commenting on the certification, HNB Card Operations Head Tissa Nanayakkara said: “The ISO 9001:2015 certification is an important validation of the systems and standards we’ve built to ensure reliability, consistency, and operational discipline across our card services. This recognition reflects our focus on proactive risk control, automation, and customer-centric process design—essential for maintaining trust across HNB’s rapidly growing cardholder and merchant network.”

The certification reflects HNB’s broader approach to embedding internationally recognised standards across its digital and service operations. The ISO framework was assessed across core focus areas including leadership, internal controls, process effectiveness, evidence-based decision-making, and continuous improvement.

This achievement also complements HNB’s broader digital banking strategy and positions the bank to meet the growing expectations of regulators, global payment networks, and Sri Lankan consumers.