Laurentian Bank has entrusted a Quebecer with the task of regaining customer trust.
The current head of business and personal banking services, Éric Provost, takes over from Rania Llewellyn at the helm of the Quebec financial institution.
Éric Provost’s immediate priority is to rebuild trust with customers and deal with the consequences of the central system outage that occurred last week.
The bank explained that the outage occurred during a planned IT maintenance operation.
A new president is also appointed to head the board of directors. Michael Boychuk, who is a director, replaces Michael Mueller.
Éric Provost has worked at the Bank for more than 10 years. “Eric is the ideal executive to lead the bank at this critical stage in its evolution,” commented Michael Boychuk in a press release.
“We have experienced difficulties recently and the board of directors is confident that Eric will be able to refocus the organization on customer experience and operational efficiency. Eric’s appointment as President and CEO follows his exceptional performance leading our business services and is part of our formal succession planning process. »
Éric Provost will implement a three-part action plan to ensure the bank resolves all outstanding issues related to the outage as soon as possible, to significantly improve communications with customers to ensure they are promptly informed of full restoration of services, and to initiate a thorough review of the factors leading to the outage.
“Once the issues surrounding the outage are fully resolved, we will develop a new plan to ensure the continued success of our bank. We will focus our efforts on regaining the trust of our loyal customers while continuing our actions to increase operational efficiency and growth in all our sectors of activity,” indicates Éric Prévost in a press release.