At the 12th Annual Business Plan conference, the lender’s branch managers adopted the business motto ‘Our Customer, Our Priority’ as a guiding principle for service excellence within DTB-Tanzania workforce.
Speaking to members of press recently during the bank’s annual business conference that took place in Dar es Salaam, the bank’s Chief Executive Officer and Country Manager Viju Cherian said:
“As a business, the primary challenge facing us today is to achieve the critical mass to profitably leverage the digital and automation investments. The agenda for the year is to bring the Customer back to the centre stage and increase the number of clients exponentially. To achieve this, we aim to make the customer experience exceptional and move customer delivery standards from good to great”.
DTB-Tanzania has set a training calendar for all customer facing staff members to attend soft skills capacity building in customer interaction and grievance handlingthis year. The Bank is fully committed to improvement of service standards parallel to balance sheet growth and branch network expansion.Although supported by the most contemporary alternative banking channels like ATMs, point of sale of devices, Mobile and Internet banking platforms, DTB-Tanzania will continue to open new branches to accelerate further financial inclusion. The Bank opened a new branch in Singida on 19th December 2019 and the second branch in Zanzibar is likely to commence operation in April 2020.
Makoye Ngofillo, Head of Human Resources at DTB- Tanzania added, “Motivated employees equipped with incredible skills on customer interaction are the right workforce for the changing world’s fourth industrial revolution. It is important to engage with our employees to further excel on service delivery. The brainstorming with the Branch Managers has given valuable inputs as we set to expand our branch and customer network. I am confident that the training initiative will see the 550 strong team DTB scaling new peaks of performance”.
DTB-Tanzania has “Customer Focus” embedded within its core values besides Excellence, Integrity, Meritocracy and Progressiveness. The Bank has been widely considered as fastest growing bank in Tanzania increasing the number of branches from 4 in 2007 to 28 presently.
DTB Tanzania is part of the Diamond Trust Bank group, a pan East African Bank with over 130 branches across Tanzania, Kenya, Uganda and Burundi. The Bank is an affiliate of the Aga Khan Fund for Economic Development (AKFED), the economic development arm of the Aga Khan Development Network.