BRAC Bank links 321 branches and its apps into one omnichannel service
BRAC Bank has merged its branches, sub-branches, call centre and digital platforms into a single system, claiming the combined service is the first of its kind in Bangladesh. The bank calls the model an Omnichannel Banking Experience: a customer can begin a transaction on one channel and finish it on another without starting over.
Meheriar M Hasan, the bank's chairperson, inaugurated the service in Dhaka and said it should draw more people into formal banking. "Omnichannel banking represents an important transformation in customer-centric financial services, bringing digital convenience and personalised human interaction into one connected experience," he said, adding that the bank aims to set a new benchmark for service quality and accessibility.
Managing director and chief executive Tareq Refat Ullah Khan said the model moves the bank past standalone channels. "By bringing together modern technology, data analytics and personalised human support, we are moving beyond individual channels to create a connected experience built around our customers' needs," he said.
The launch lands on a strong balance sheet. BRAC Bank's consolidated net profit rose 57 percent year-on-year to Tk 1,423 crore in the first half of 2026, according to Token Times. Deposits grew 25 percent and loan disbursements 18 percent, both ahead of industry averages, with deposits above Tk 97,000 crore and loans and advances at Tk 76,000 crore as of June 30. The bank reported profit of Tk 1,536 crore in January-September 2025, up 39 percent, and Tk 1,432 crore in 2024.
The network the service spans is large: 321 branches and sub-branches, more than 1,100 agent banking outlets, call centres and digital platforms including mobile apps and the website. Syed Abdul Momen, additional managing director and head of SME banking, Md Mahiul Islam, deputy managing director and head of retail banking, and Sheikh Mohammad Ashfaque, deputy managing director and head of branch distribution network, attended the launch.
