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In 2003, Nova Banka AD implemented a quality management system in accordance with the standard ISO 9001:2000. A comprehensive process management model, harmonized with the then version of the standard ISO 9001:2000, was a powerful tool of the Management Board of the Bank in the development and continuous progress.
The Bank is managed on the basis of a series of documents, regulations, procedures, and guidelines of various hierarchical ranks. The total documentation contains approximately 2,600 pages of text which are constantly updated. Simultaneously with this a constant process of change of the documentation and its harmonization takes place, which is motivated by various factors: regulatory, marketing, budgetary, macroeconomic and the like.
In a management sense, the quality management model has given a basis for setting up the Bank's organization on the process model, strengthening the capacities of management by objectives, consistent policy of medium-term and short-term planning, and the additional requirements for marketing and human resources management, by using tools necessary for capacity of the organization's development in a dynamic environment.
Service quality represents a key factor in keeping clients in the Bank and therefore is a powerful tool for sustainable growth of the Bank having in mind the lower operating costs with a loyal multi-year clientele.
Also, in accordance with the previous announcements of the ISO (International Organization for Standardization) and the IAF (International Accreditation Forum), Nova Banka AD Banja Luka has completed all the necessary preparations for the transition to the new version of Standard ISO 9001 and, in regular procedure of re-certification in the second half of 2009, it acquired the certificate ISO 9001:2008, and then in 2016 also the certificate ISO 9001:2015.
As a sign of ongoing efforts towards the improvement of business processes and the protection of its clients, in 2014 the Bank implemented significant business and world-respected (in the banking sector and in business with certain foreign partners obligatory) standard for information security management ISO 27001:2014.