CUSTOMER SERVICE WEEK: NMB COMMITS TO DRIVING INNOVATION FOR SMARTER, SIMPLER BANKING

Arusha, October 6, 2025 — In a bold reaffirmation of its customer-first philosophy, NMB Bank officially launched its Customer Service Week (CSW) 2025 celebrations with a renewed pledge to introduce smarter, more customer-focused financial solutions.

Speaking at the main launch event in Arusha, Chief of Shared Services, Ms. Nenyuata Mejooli, who represented NMB Bank’s Chief Executive Officer, Ms. Ruth Zaipuna, described this year’s global theme, “Mission: Possible,” as both inspiring and reflective of the bank’s unwavering commitment to continuous innovation, enhanced convenience, and personalized service experiences.

“The theme for Customer Service Week 2025 is ‘Mission: Possible’, and it is you — our customers — who have made it possible for NMB Bank to reach where it is today,”
said Ms. Mejooli, addressing clients at the vibrant networking event, which featured a special song dedicated to loyal customers.

 

She emphasized that the commemoration reinforces NMB’s promise to go beyond traditional banking by delivering smart, tech-powered solutions designed around real customer needs.

“Through Customer Service Week, NMB Bank acknowledges and appreciates the trust you have placed in us. This motivates us to continually improve, invest, and innovate to serve you better,”
Ms. Mejooli added.

 

During CSW 2024, NMB launched a major service campaign themed “Sisi ni Huduma – Tumekupata!” — symbolizing its drive to enhance banking services that truly align with customer needs.

Under this initiative, NMB introduced several digital service breakthroughs, including upgrades to JIRANI, the bank’s AI-powered virtual assistant. The chatbot now goes beyond handling inquiries to enable customers to purchase insurance policies directly via mobile phones.

The bank also rolled out significant improvements to its flagship mobile app, NMB Mkononi, which now supports real-time share trading on the Dar es Salaam Stock Exchange (DSE) and allows daily transfers of up to TZS 30 million.

Other new features include instant loans (Mshiko Fasta) with up to a three-month repayment period, virtual card creation for online purchases, seamless bill payments, and comprehensive account services — all designed to make banking simpler, faster, and more secure.

These service innovations reinforce NMB’s mission to build a robust self-service ecosystem, empowering customers with autonomy, convenience, and reliability — key service pillars that Ms. Mejooli said the bank continues to prioritize.

In line with its strategic focus on service excellence, NMB has also introduced queue management systems at selected branches and expanded the deployment of Cash Deposit Machines (CDMs) nationwide to enhance accessibility and efficiency.

“While we continue to invest in technology, our people remain central to service improvement,”
Ms. Mejooli noted, highlighting the human element as a cornerstone of NMB’s customer service strategy.

Thanks to its sustained service investments and strong customer trust, NMB Bank remains Tanzania’s largest and best-performing bank in terms of market capitalization, contribution to national revenue, and leadership in financial innovation.

Concluding her remarks, Ms. Mejooli invited customers to actively engage with NMB teams throughout the CSW celebrations, share feedback, and learn more about the bank’s evolving service landscape.

Representing customers, Ms. Juliana Olutu commended NMB for its customer-centric approach and urged the bank to continue investing in initiatives that enhance service quality and experience.

NMB’s Chief of Retail Banking, Mr. Filbert Mponzi, reaffirmed the bank’s dedication to delivering inclusive, high-quality, and efficient services, adding:

“NMB will remain steadfast in improving service delivery by aligning with customer needs to ensure fast, efficient, and top-quality banking experiences.”