HNB PLC, Sri Lanka's leading private sector bank, has secured ISO 9001:2015 Quality Management System certification for its Central Collections Unit (CCU), covering debt collection and recovery activities within personal financial services. The certification was issued by Bureau Veritas Lanka following an assessment of the unit's processes, controls and service standards.

The certification confirms that the CCU's recovery processes meet an internationally recognized quality standard, covering how the unit engages customers, documents cases and manages recovery timelines. It applies specifically to collections and recovery activities within personal financial services, an area where HNB has aligned its recovery practices with regulatory expectations and customer protection standards.

HNB Senior Manager - Central Collections, Arjuna Damunupola said, “This certification confirms that our processes meet an internationally recognized standard and gives customers a clear, consistent experience when their accounts are being managed for Collections. It also gives us a structured basis to keep improving how we handle cases, from documentation through to resolution.”

Under the ISO framework, the CCU applies a risk-based approach to segment accounts by delinquency stage and route them to the appropriate recovery path, from early reminders to structured repayment plans, before any escalation. This supports HNB PLC's efforts to resolve under-performing and non-performing accounts through documented repayment agreements while managing impairment levels.

The certification extends ISO 9001:2015 coverage to a specialized, high-volume function within HNBs operations, part of a broader effort across the Bank to bring standardized quality controls to functions that interact directly with customers under financial stress.

HNB PLC is Sri Lanka's leading private sector bank, operating an island-wide network of branches and digital banking channels serving retail, SME and corporate customers. The Bank holds an AA-(lka) rating from Fitch Ratings Lanka Ltd. It was named Best Bank for Large Corporates in Sri Lanka 2026 by Euromoney, Best Bank in Sri Lanka by The Banker (UK), and Sri Lanka's Strongest Bank by The Asian Banker. HNB PLC was named Best Retail Bank in Sri Lanka for the 16th time by The Asian Banker, and was recognized as Best Retail Bank and Best SME Bank for 2026 by Global Business Magazine. The bank was also named Sri Lanka's Best Corporate Citizen 2025 by the Ceylon Chamber of Commerce.

Image Caption - HNB, Senior Manager – Central Collections, Arjuna Damunupola; HNB, Vice President – Recoveries, Sampath Vithana; HNB, MD/CEO, Damith Pallewatte; and Bureau Veritas, Country General Manager, Shan Nanayakkara, sharing the MoU alongside representatives from both organisations