Bank Muscat highlights customer-centric focus across largest branch network

Bank Muscat, the flagship financial services provider in the Sultanate, in line with its vision ‘To serve you better, everyday’ and commitment to banking service excellence, hosted a special media event to highlight its positioning as the bank of first choice with the largest network of branch operations contributing to the country’s progress and development. Saleh al Maaini (pictured), AGM — Interior Region Branches, led the senior bank officials present on the occasion at Burj Al Sahwa branch.
Renowned for top-notch customer service, Bank Muscat accords priority for building strong relationship with customers. With the widest reach and the largest network of over 140 branches spread across the Sultanate, Bank Muscat meets the expectations of customers at the grassroots level. The expanding branch network and alternative digital channels reflect the commitment to offer banking convenience at the doorstep of customers. The bank has 90 branches in Al Dakhiliyah Governorate and 54 branches in the Muscat Governorate. The expanding branch network, especially in areas where developmental activities are gaining momentum, highlights Bank Muscat’s commitment to the country’s future development.
Saleh al Maaini said: “Over the past 36 years, Bank Muscat has achieved steady and significant growth to emerge as the leading financial institution in Oman. Presently, the customer base of the bank exceeds 2 million. Setting new benchmarks, Bank Muscat offers the complete range of banking products and services through the network of branches across the length and breadth of Oman. The sophisticated banking experience stems from the right mix of traditional and electronic channels.”
Saleh al Maaini added: “Bank Muscat is progressing well on track with clarity on its dynamic vision, values and strategy, which have helped in distinguishing itself in banking excellence. Focused on its customer-centric strategy, the bank remains committed to seizing every opportunity to be involved in the Sultanate’s economic growth and sustainable development by creating opportunities for individuals and businesses to grow and prosper.”
Biometric system: Bank Muscat is the first bank in Oman to launch a state-of-the-art biometric system compatible with the national identification card (NID). The biometric identification system available across the network of branches provides the latest solutions in national identity for banking transactions. Aimed at improving efficiency and speed of transaction processing, the NID enables accurate data capture for banking transactions, especially when opening new accounts. In line with the e-Government initiative, the facility is faster, convenient and risk free for secure banking transactions.
Bank Muscat remains committed to excellence in providing innovative banking solutions. A keen perception of customer requirements has enabled the bank to develop products and services in line with the current and emerging needs. Continuous innovation of products has resulted in customers reaping valuable benefits.

Optic-Q: Customers visiting the branches are given utmost priority and assigned to various desks depending on their requirements. The Optic-Q facilitates proper streamlining of the flow of customers by using their personal debit card. The waiting time is generally not more than 15 minutes and the service time is not more than 5 minutes.
Electronic channels: Marked by speed, convenience and security, Bank Muscat’s electronic banking channels enable financial transactions anytime, anywhere. The technology focus of Bank Muscat is reflected in the largest network of inter-connected branches, payment gateways, cards, merchant services, alternate channels of ATMs, CDMs, online and mobile banking as well as connectivity with utility service providers. Oman’s first mobile wallet was also launched by Bank Muscat, which marked yet another secure and convenient payment channel.
ATMs form a pillar of customer service and Bank Muscat can proudly claim that its network of ATMs and CDMs spread across the country is the preferred choice. Being a member of OmanSwitch and GCCNet, customers from any bank in Oman, the GCC countries and from around the world can use Bank Muscat ATMs for their cash requirements.
The bank’s state-of-the-art mobile banking service has made banking truly mobile for the largest banking family in Oman who can bank 24/7 ‘anytime, anywhere’. Notably, the mBanking application works on almost all mobile phones and is customised for iPhones, Blackberry and Android based phones with simple icons and menus.
Driven by the latest technological features offering a wide range of options, the Internet banking service helps Bank Muscat customers bank at convenience from ‘anywhere, anytime’. For people constantly on the move, the online banking service is a boon.
The simple-to-use 24/7 service is available at
Innovative savings, finance, insurance products: The bank offers a wide range of innovative savings and finance facilities across the network of branches. Reaching out with a powerful call for savings and guaranteeing more for everyone to share, Oman’s flagship al Mazyona savings scheme offers the biggest prize money in Oman and the region, which stood at RO 10 million in 2018. Al Mazyona has been successful in its objective of inculcating a strong savings culture in Oman with the series of big prizes offering fair and transparent winning chances for all segments of customers across the Sultanate. The scheme is targeted to inculcate a strong savings habit among citizens responsible for the future development of Oman.
The popular baituna home finance by Bank Muscat provides citizens and residents the best option to buy their dream homes. baituna facilitates access to prime residential projects in Oman as all leading property developers are associated with the bank. The attractive features of baituna home finance include low interest rates with maximum loan tenure up to 25 years for Omani customers. Citizens and residents can obtain easy and convenient credit approval across the bank’s branches and dedicated baituna centres in the Sultanate.
In partnership with leading global insurance companies, Bank Muscat offers a wide range of bespoke bancassurance products for customers. The unique partnerships serve as an excellent platform to provide a superior experience to the bank’s customer base, with a focus to help them meet their evolving insurance needs over the long term. Bank Muscat customers can avail these insurance solutions through dedicated advisors in branches and through the Call Centre.
Asalah centres: Leveraging its unmatched nation-wide presence, Bank Muscat offers asalah Priority Banking services across all Governorates through the largest network of asalah centres. Forming a strong franchise that distinguishes it from competitors, asalah Priority Banking meets the requirements of the rapidly growing customer segment with focus on Recognition, Rewards and Solutions which have set a benchmark for personal and relationship based banking in Oman. asalah customers are served by qualified Relationship Managers (RM) at exclusive asalah Priority Banking centres in select branches across the Sultanate.
Najahi centres: The bank reaches out to micro and small business customers through exclusive najahi centres across the Sultanate. Facilitating financial inclusion, Bank Muscat najahi products and services have created a benchmark, helping micro and small businesses to overcome hurdles and chart successful ventures with proper planning, financial discipline and prudent management. In step with responsible banking, the focus of Bank Muscat is clear — create a sustainable financial platform for the nation and people and thereby contribute to the country’s progress and development.
100 per cent Omanisation: Bank Muscat has achieved 100 per cent Omanisation in branch operations, giving priority for Omanis to occupy all key positions. The bank’s human resources strategy is notable in maintaining gender diversity as 48 per cent of employees are women holding various positions. Bank Muscat reckons its competent people as key strength and is focused on equipping them to make vital contributions to the bank’s growth and success. The bank plays a prominent role in the development of Omani talent and is committed to investing in improving their skill and expertise.
Branding identity: Bank Muscat has adopted a nation-wide branding of branches to maintain its unique identity and service standards. The bank’s brand proposition is the result of understanding the consumer better and presenting the total ‘brand mix’ right. In line with the bank’s vision ‘To serve you better, everyday’ the brand is synonymous with innovation, reliability and trustworthiness. As reflected in the brand, Bank Muscat is differentiated as an Omani bank closer to the needs and requirements of customers in the Sultanate. The brand has ensured to reflect a successful partnership to complement customer service excellence in line with the vision.
@bankmuscatcare: In step with innovative customer-centric strategy, Bank Muscat is the first to launch a dedicated social media account in the banking sector in Oman for customer service. Aimed at enhancing customer service via social media, the Twitter account is dedicated to responding to customers inquiries and receiving feedback. The interactive customer care Twitter account @bankmuscatcare reflects the latest trends in banking and facilitates real time communication with customers. The bank utilises the social media account to engage customers through surveys, questionnaires and awareness campaigns on the bank’s products, services and activities.