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| Head of Personal and Affluent Banking at Stanbic Bank, Omari Mtiga, speaks with some of the bank’s staff during the launch of Customer Service Week 2025. The event aims to appreciate employees for delivering excellent customer service and to celebrate 30 years of the bank’s service in Tanzania. |
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| Manager for Personal Customer Service, Lilian Abdulmalik, speaks with some of the bank’s staff during the launch of Customer Service Week 2025. |
Dar es Salaam, 6 October 2025 — Stanbic Bank Tanzania has launched Customer Service Week 2025 with a renewed commitment to making every customer challenge possible to solve. Across all its branches nationwide, the bank’s teams have welcomed customers and begun implementing a multi-day program focused on listening, resolving, and reporting measurable results.
Omari Mtiga, Head of Personal and Affluent Banking at Stanbic Bank Tanzania, said the theme “Mission Possible” reflects the bank’s belief in delivering simple, fast, and empathetic service that customers can feel the moment they walk into a branch.
“The theme ‘Mission Possible’ means offering easy support and quick solutions that customers experience immediately. We will listen to our customers, take action, and report the improvements we make. That’s how we earn their trust every day,” said Mr. Mtiga.
PUTTING CARE, ACCESSIBILITY, SPEED, AND TRANSPARENCY AT THE CENTRE
At Stanbic, “Mission Possible” is built on four key pillars: Care, Accessibility, Speed, and Transparency. During this week, the bank is operating a special Fix Desk to handle complex customer cases and ensure that feedback or resolutions are provided within a single day.
Lilian Abdulmalik, Manager for Personal Customer Service, emphasized that excellent service begins with genuine care.
“Good service starts with care. We greet customers by name, listen attentively, and resolve the right issue the first time. That’s what ‘Mission Possible’ looks like at the counter,” she explained.
AWARD-WINNING CUSTOMER EXPERIENCE
Stanbic’s recent Euromoney Award for Best Customer Experience reinforces its service excellence standards — care, accessibility, speed, and transparency — in every product and interaction. The award recognizes qualities customers value most: quick responses, clear and honest communication, empathy at every step, robust systems, and streamlined processes that reduce inconvenience for both customers and staff.
Stanbic treats these as everyday standards, not long-term goals, and plans to showcase measurable improvements throughout the week.
Hilda Kassara, Manager for Business Client Services, noted that business owners value reliability and speed:
“Business clients value speed and certainty. We provide clear timelines, deliver on our promises, and follow through until the job is done. That’s how we help drive business growth across Tanzania,” she said.
CELEBRATING CUSTOMERS AND GATHERING FEEDBACK
Throughout the week, bank executives are visiting branches to meet customers and appreciate the employees delivering exceptional service. Teams are collecting feedback directly from customers and will share real success stories on social media. The bank is also visiting selected business clients to observe service delivery in action and gather insights for future improvements.
Mariam Maumba, Head of Investor Services, added:
“Large clients need assurance and transparency. We coordinate teams effectively, ensure our systems are stable, and communicate early when risks arise. This discipline is what our clients depend on — and what earns the bank its reputation.”
30 YEARS OF SERVICE EXCELLENCE IN TANZANIA
As Stanbic Bank marks 30 years of operation in Tanzania, the milestone stands as a foundation for continued growth and trust. The bank’s history has paved the way for the next three decades of service — driven by ongoing investments in people, technology, and measurable customer impact.
At the end of this week, Stanbic will publish three key service improvement actions, each with accountable owners and clear implementation dates, allowing customers to track progress.
Customers are invited to share feedback at branches or through the bank’s official communication channels during Customer Service Week. Every comment will be heard — and acted upon.
About Stanbic Bank Tanzania
Stanbic Bank Tanzania is a leading financial services provider offering a wide range of solutions for personal, business, and institutional clients. With a focus on sustainable investment and strategic partnerships, the bank contributes significantly to Tanzania’s economic growth and regional financial inclusion.
Stanbic Bank Tanzania is part of the Standard Bank Group, Africa’s largest bank by assets, with operations in over 20 countries across the continent. Through this extensive network, Stanbic connects Tanzania to growth opportunities across Africa and global financial markets.
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