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| Bank of Africa Tanzania Deputy Managing Director, Wasia Mushi, speaks to journalists (not pictured) during the launch of Customer Service Week, themed “Going the Extra Mile,” in Dar es Salaam. On the left is the bank’s Head of Retail Banking, Asupya Nalingigwa, while on the right is the Head of Service Excellence, Annarobert Mango. |
Dar es Salaam - October 6, 2026: Bank of Africa Tanzania has officially launched Customer Service Week 2026, reaffirming its commitment to strengthening customer relationships, improving financial service delivery and accelerating digital innovation to enhance the overall banking experience.
Speaking to reporters in Dar es Salaam during the official launch of Customer Service Week, the bank’s Deputy Managing Director, Wasia Mushi, said the campaign would provide an opportunity for the bank to engage directly with customers and strengthen service delivery across its network.
Mushi said the bank was determined to place greater emphasis on understanding and addressing customers’ evolving financial needs while expanding the scope of mobile and digital financial services.
“We are determined to place greater emphasis on improving our services to enable us to address our customers’ financial challenges and further expand the scope of mobile and digital financial services in order to make financial transactions easier for our customers,” Mushi said.
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| Bank of Africa Tanzania recognised some of its customers for their loyalty and continued partnership with the bank during the launch of Customer Service Week in Dar es Salaam. From left are Mr. Hilary Dickson Pato, Country Manager at OCP Tanzania; Mr. Jamal Luambo, Public Relations Officer at African Relief; Mr. Wasia Mushi, Deputy Managing Director of Bank of Africa Tanzania; and Mr. Sridhar Nagarajan, Chief Operating Officer at SuperDoll. |
He said the bank would use Customer Service Week to listen more closely to customers and, in line with this year’s theme, “Going the Extra Mile,” find practical solutions to their day-to-day banking needs.
Mushi added that customers remain at the heart of Bank of Africa Tanzania’s operations and its strategy to provide the best possible banking services.
According to him, going “the Extra Mile” means exceeding customers’ expectations, understanding their changing financial needs and continuously seeking innovative ways to make banking services easier, more reliable and readily accessible.
B-Mobile Upgraded to Enhance Customer Experience
Mushi said Bank of Africa Tanzania had upgraded its mobile banking application, B-Mobile, with new features aimed at making everyday banking services simpler, more transparent and more reliable.
“These improvements reflect our strategic focus on digital transformation, customer convenience, transparency and trust in financial services in the country,” he said.
He added that the bank would visit all 18 of its branches across the country during Customer Service Week as part of efforts to strengthen its relationship with customers nationwide.
“Our goal is to make everyday banking services easier and more reliable, while continuously improving the way we serve our customers,” he explained.
Bank Strengthens Business Continuity
Mushi also announced that Bank of Africa Tanzania had achieved ISO 22301:2019 certification, an internationally recognised standard for Business Continuity Management Systems (BCMS).
He said the certification demonstrates the bank’s commitment to strengthening its ability to continue providing services during operational disruptions, minimise the risks of business interruption and ensure continuity of critical banking services.
‘Going the Extra Mile’ in Customer Service
For her part, Bank of Africa Tanzania’s Head of Service Excellence, Annarobert Mango, said the “Going the Extra Mile” theme was reflected in the bank’s daily interactions with customers.
“Going the Extra Mile means listening carefully, understanding customers’ needs, providing timely assistance and respecting every customer. Excellent service does not end with solving a problem; it also involves anticipating needs before they arise, communicating clearly and ensuring that customers feel valued throughout their banking journey,” Mango said.
She emphasised the importance of customer feedback in improving service delivery and urged customers to share their experiences, challenges and recommendations with the bank.
Focus on Lasting Retail Customer Relationships
The bank’s Head of Retail Banking, Asupya Nalingigwa, said Bank of Africa Tanzania was focused on building lasting relationships with retail customers by providing financial solutions that meet their needs, are easily accessible and make their daily lives easier while supporting their long-term financial goals.
He said the bank’s retail banking strategy goes beyond providing financial products, focusing instead on understanding individual customer journeys, improving access to financial services and providing guidance and support to enable customers to make informed financial decisions.
Customer Commends Bank’s Service
The launch also provided an opportunity for one of the bank’s customers to share his experience.
Hilary Pato, Country Manager of OCP Africa Tanzania Limited, commended Bank of Africa Tanzania for its commitment to continuously understanding and responding to customers’ needs.
Pato highlighted the quality of service, professionalism, responsiveness and strong relationship he has experienced throughout his engagement with the bank.
He also praised the bank for putting customers first and continuously improving its services to enhance convenience, value and the overall customer experience.
His testimony underscored the importance of building genuine and long-term relationships with customers while demonstrating the impact of a customer-centric approach to banking.
Bank Recognises Long-Standing Customers
During the launch, Bank of Africa Tanzania also recognised three corporate customers for their continued trust and long-standing relationships with the bank.
The customers were presented with trophies by the bank’s Chief Executive Officer as a token of appreciation for their trust, loyalty and long-term partnership with Bank of Africa Tanzania.
Customer Service Week 2026 will continue throughout the month, featuring various activities aimed at appreciating customers, engaging employees and strengthening a culture of service excellence across the bank.
As it celebrates this year’s theme, “Going the Extra Mile,” Bank of Africa Tanzania has reaffirmed its commitment to listening to customers, responding to their evolving financial needs, embracing digital innovation and continuously improving their overall banking experience.
About Bank of Africa Tanzania
Bank of Africa Tanzania is a private commercial bank serving Corporate, SME and Retail customers.
The bank began operations in Tanzania in June 2007 after acquiring Eurafrican Bank, which had been operating in Tanzania since September 1995.
Bank of Africa Tanzania is part of the Bank of Africa Group, a Pan-African banking group that began operations in Mali in 1982 and has since expanded across the continent.
The Bank of Africa Group operates in 20 African countries, with a presence across West, East and Central Africa, as well as representative offices in Paris, Spain, London and China.
Since 2010, Bank of Africa has been a majority-owned subsidiary of BMCE Bank, the third-largest banking group in Morocco, with a presence in 31 countries across four continents.
Bank of Africa Tanzania currently operates a network of 18 retail branches, comprising nine branches in Dar es Salaam and nine upcountry branches in Arusha, Mwanza, Zanzibar and other major cities.
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