ZB Bank Holdings seeks competitive edge

Mathew Masinge

ZB Financial Holdings, one of the leading financial institutions in the country, has embarked on a transformative drive to achieve a competitive advantage, through advanced customer experience.

Dubbed “One Digital ZB”, the project has been launched by ZB Bank’s Harare First Street and Bulawayo branches, with work around the country, already in motion.

In a statement, ZB group chief executive, Shepherd Fungura, believes putting a smile on their customers’ faces was key to their growth.

“There is a lot of room for improvement in how financial institutions serve their customers in ways that will deliver convenience and increased value to its customers. In an unprecedented move, the group’s One Digital ZB ethos will allow customers from across the group to access all its services from one touch point, be it physically, virtually or digital.

“While digitisation is here to stay, the group’s leadership believes physical outlets are still essential and necessary in the Zimbabwean market where internet access is not yet universal and connectivity is often erratic.

“The repurposed branches will be an opportunity to connect with customers face-to-face, while mobile technology still enables remote access to services,” said Fungura.

The ZB Bank transformation began early this year with staff members undergoing training centering its strategy around people rather than products and processes.

ZB Financial Holdings Group houses ZB Bank, ZB Building Society, ZB Life Assurance, ZB Reinsurance, ZB Capital, ZB Transfer Secretaries, Barcelona and Qupa.