Stanbic pledges ‘Mission Possible’ as customer service week kicks off
The Manager for Personal Customer Service, Lilian Abdulmalik, speaks with some of the bank’s employees during the launch of Customer Service Week, which began yesterday.
Dar es Salaam. Stanbic Bank Tanzania has launched this year’s Customer Service Week with a renewed commitment to making every client interaction “Mission Possible,” emphasizing care, access, speed, and transparency across its services.
The initiative, which began on October 6, 2025, will see Stanbic’s senior leaders and staff meeting clients on the floor, resolving issues through a special “fix desk,” and publicly sharing progress made each day.
“We want clients to feel the difference the moment they walk into a branch,” said Omari Mtiga, Head of Personal and Private Banking. “Mission Possible means listening to clients, acting on what we hear, and reporting the changes. That’s how we earn trust every day.”
According to Mtiga, the bank’s approach this week is anchored on four principles — care, access, speed, and transparency. These will guide interactions across physical and digital platforms as the bank works to address customer concerns promptly and openly.
As part of the campaign, the “fix desk” will handle complex cases, providing either a decision or a clear next step within 24 hours. Each afternoon, a public scorecard will be published showing the number of calls answered, same-day complaint resolutions, system uptime, and completed fixes.
“Great service starts with care,” said Lilian Abdulmalik, Service Manager for Personal and Private Banking. “We greet clients by name, listen without rushing, and solve the right problem the first time. That’s our Mission Possible promise.”
Stanbic recently received the Euromoney Customer Experience Award, which the bank says reflects its consistent delivery of quality service. The recognition highlighted Stanbic’s speed of response, clarity in communication, and reliability of systems — standards the bank says it aims to strengthen further.
Hilda Kassara, Service Manager for Business and Commercial Banking, added that business clients value efficiency and accountability. “We give clear timelines, keep our word, and follow up until the job is done. That’s how we support business growth across Tanzania,” she said.
Throughout the week, Stanbic leaders will visit branches and enterprise clients to engage directly with customers and staff. The bank will also demonstrate simplified digital payment solutions, including the Lipa Simpo platform, to encourage first-time users.
For corporate clients, reliability and openness remain central. Mariam Maumba, Head of Service for Corporate and Investment Banking, noted: “We coordinate across teams, keep systems stable, and communicate early when risks arise. That discipline is what clients expect, and it’s what drives long-term partnerships.”
Marking 30 years of operations in Tanzania, Stanbic says its history underpins a long-term vision focused on digital expansion, staff development, and measurable service improvement. At the end of the week, the bank will publish three concrete service enhancements, each with a named owner and completion date, to maintain public accountability.
Customers are encouraged to share feedback through branches and official channels during the week as the bank commits to listening and acting on their suggestions.
