The Kuwaiti lender’s private banking division sets new standards in responsiveness, personalisation and speed of delivery
Burgan Bank’s private banking division has redefined client service in Kuwait’s wealth management landscape by offering tailored financial solutions and proactive guidance. It combines responsiveness, trust and bespoke relationship management into a seamless, high-touch experience unique in the market.
The bank’s approach extends beyond transactions, positioning this distinct service model as its main competitive advantage and the foundation of its success.
Transformational service model
For Burgan Bank, private banking is a long-term partnership that offers clients agile financial solutions, exclusive market access and a deep understanding of their unique goals.
Each client, from emerging high-net-worth individuals to ultra-high-net-worth (UHNW) investors, is assigned a relationship manager and an investment adviser. The team aligns expertise with client sophistication, with senior managers serving UHNW clients to address complex needs discreetly and precisely.
This hands-on model is reinforced by a culture of active listening, delivering proactive issue resolution and increased client satisfaction. Client feedback from independent surveys and direct engagement is continuously reviewed at the highest management levels, resulting in tailored services that align with clients’ evolving needs.
Unit heads conduct regular check-ins not only to surpass expectations but also to strengthen client relationships. This process has helped translate Burgan’s client-first philosophy into measurable results, including higher retention rates and positive feedback.
“Burgan Bank’s private banking division has distinguished itself for its responsiveness, personalisation and a
Measurable client trust
In 2024, Burgan Bank achieved a 97% client satisfaction rate, according to an independent Ipsos survey, marking a significant rise from 85% in the previous survey. The outcome reflects the impact of its responsive service, proactive problem-solving and commitment to exceeding client expectations.
Speed of service is one of Burgan’s key strengths. Its quick turnaround and reliable responsiveness consistently beat market benchmarks, enabling clients to make time-sensitive decisions confidently and making Burgan a preferred private banking partner.
Omnichannel excellence
Burgan recognises affluent clients’ shifting preferences and has adopted a hybrid service model that combines physical and digital engagement. Two exclusive private banking branches complement the head office by providing personalised, in-person advisory services. Meanwhile, the private banking app enables real-time transactions and communication, offering clients convenience and immediate access to their banking needs.
Further innovation continues with a new wealth management app developed with its asset management entity. The platform is designed to boost portfolio visibility, advisory access and performance tracking.
A strong investment in people drives this success. Relationship managers complete continuous training through the Chartered Institute for Securities & Investment and Certificate in Credit Management programmes. This blend of technical and interpersonal development gives them a distinct edge, enabling the analytical capability and emotional intelligence required to deliver exceptional client outcomes.
In a market defined by personal connection and speed, Burgan Bank sets a new benchmark for private banking, offering bespoke solutions that anticipate needs, accelerate results and elevate every client experience.
Metrics that Matter
- 97% Proportion of private banking clients reporting satisfaction with service quality in 2024
- 12 Percentage points increase in satisfaction compared with the previous independent survey
- 100% Proportion of UHNW clients assigned to senior relationship managers to ensure expertise and discretion