A key aspect of this transformation was addressing the bank’s paper-centric operations. “When I arrived, everything was on vouchers. I said, ‘No, no, no. We have to be digital.’ The bank must be in customers’ hands, accessible anytime,” Gilpin says. Today, RCB boasts a robust digital platform, enabling seamless transactions and enhancing customer accessibility.
Under Gilpin’s leadership, RCB experienced a dramatic financial turnaround. In 2016, the bank reported a profit of just 1.5 billion leones (US$65.6 million). By the end of 2017, after implementing strategic investments and workforce optimization, profits soared to 65 billion leones (US$2.8 billion) pre-tax. Gilpin attributes this success to a collaborative effort with a strong board and skilled staff. “We moved from survival mode to growth mode by instilling a culture of excellence and strategic planning,” he says.
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