You cannot talk about NCBA’s operational excellence without throwing in the name Monica Kihia, the Group Director of Human Resources & Culture. Hers is a story of success and excellence within a brand that is growing at a faster rate in Kenya.
Under her leadership, NCBA has adopted a holistic approach to operational efficiency, one that not only improves internal processes but also enhances the overall customer experience.
Monicah’s belief that “excellence begins from within” resonates throughout the bank, influencing the way NCBA approaches employee development, customer service, and organizational culture.
A significant initiative that underscores this mission is the bank’s partnership with the Chartered Institute for Securities & Investment (CISI) for staff certification. This certification program is more than just a tool for professional development; it is a cornerstone of NCBA’s strategy to deepen its employees’ expertise while aligning them with the bank’s overarching goal: delivering exceptional, world-class service to its clients.
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For Monicah, the CISI certification serves as both a practical investment in employees’ futures and a reaffirmation of the bank’s dedication to raising the bar for operational excellence.
Monicah firmly believes that operational excellence can only be achieved when employees are equipped with the right skills, knowledge, and confidence to perform at their best. In her own words, “a well-trained team is the backbone of any great organization.”
She understands that continuous learning and professional growth are the keys to fostering a culture of excellence within NCBA and that a focus on human capital development is critical to the bank’s long-term success.
Through her leadership, NCBA has cultivated an environment where operational efficiency and outstanding customer service go hand in hand. Monicah’s focus on building a highly capable workforce is matched by her passion for customer centricity. She views customer service as more than a department—it’s an ethos that should permeate every level of the organization. Celebrating Customer Service Week, Monicah emphasizes the bank’s unwavering commitment to its clients, acknowledging that the success of NCBA is intrinsically linked to the success of its customers.
“Customer success is our success,” Monicah often says, illustrating her belief that the bank’s future depends on its ability to meet the evolving needs of its clients. By intertwining capacity building among staff with customer service initiatives, NCBA ensures that its clients benefit from personalized and responsive service tailored to their unique needs. The CISI partnership exemplifies this, as it equips employees with the knowledge to offer informed financial advice and solutions, thereby reinforcing the bank’s role as a trusted financial partner.
But Monicah’s vision extends far beyond individual skill enhancement. It’s about fostering a culture that values the relationship between employees and customers, where both parties thrive. She believes that the trust clients place in NCBA is continuously strengthened by the bank’s investment in its staff. As employees grow more knowledgeable, confident, and proficient in their roles, clients receive the tangible benefits of more informed, responsive, and personalized service. This dynamic builds a cycle of trust, where well-served customers remain loyal, and motivated employees are driven to provide even better service.
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Monicah also recognizes that operational excellence is not a static goal but a continuous journey. By embedding a culture of learning and improvement within the organization, she ensures that NCBA remains agile and adaptable in a rapidly evolving financial landscape. Whether it’s new regulations, technological advancements, or changing customer expectations, Monicah’s approach ensures that NCBA is well-prepared to meet the challenges of the future while delivering a superior customer experience.
Monicah Kihia’s emphasis on human capital development, operational excellence, and customer-centricity paints a picture of a forward-thinking leader, one who understands that the strength of a bank lies in its people and its relationships. By focusing on these key pillars, she positions NCBA as a leader in the financial services sector, not just in Kenya but across the region. Through her leadership, NCBA is empowered to continuously innovate, improve, and excel—both for its employees and its clients.
As NCBA continues to invest in its people, it also strengthens its promise to its clients. Monicah’s vision is clear: by empowering employees, NCBA empowers its clients, ensuring that together, they can achieve greater success. In an industry as complex and fast-paced as finance, this holistic approach to excellence sets NCBA apart, making it a trusted partner for clients navigating the financial world with confidence.
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