MEA July 2017

72 MEA MARKETS / July 2017 , quality of life of those in the communities. The bank identifies the most pressing needs of the target beneficiaries in the areas of healthcare, education, human capital development, youth empowerment and human tights, gender, disability and diversity.” According the Bank’s Managing Director and Chief Executive Officer, “When Zenith Bank commenced operations in Ghana, our vision was ‘to be a reference point in the provision of prompt, flawless and innovative banking product and services in the Ghanaian banking industry.’ That vision is what continues to propel us to great heights. To be internationally recognised as the Most Outstanding in Banking and Finance – Ghana is truly gratifying. It is an attestation that the bank’s strategy of deploying strategic thinking, creativity and courage to outsmart competition and turn opportunities into value, for our shareholders is being achieved. “This award underscores our commitment to the bank’s vision. We will not be resting on oars, but we would strive to continuously achieve this through the development of tailor made products and services, to cater to the changing needs of our customers and invariably remain competitive in this industry.” “Over the years, Zenith Bank has grown from strength to strength. This strong growth can be attributed to the Bank’s commitment to delivering consistent and unparalleled customer service in the Ghanaian banking industry. The Bank has set up various avenues to communicate with its customers. This enables the Bank to continuously review its service delivery and update its processes to assist clients in the best possible way. Amongst them are: a state of the art 24 hour dedicated contact centre; a social media platform and an in-branch feedback mechanism. The Bank also has a robust technological platform to provide quintessential service delivery for its customers through the following channels: personal banking; branch banking; mobile banking; internet banking and e-commerce services (point of sale terminals, online payments services).” “It is important to note that Zenith Bank (UK) Limited, has been able to establish presence in the United Arab Emirates (UAE), where it offers trade finance and commercial banking solutions to a rapidly growing customer base in the region. This articulates Zenith Bank’s strategy to expand the delivery of its services to international markets and support the growth of the Zenith franchise globally. “The Bank’s financial control and strategic planning department analyses market trends and performance within the financial services sector to enable the Bank develop strategic plans to remain competitive and stay ahead of competition. Through its product development and the information technology departments, the bank rolls out innovative products and services unmatched by completion.” A few of such products launched by the bank in 2016/2017 are as follows: • Zenith GlobalPAY: A secure web-based collection gateway, that enables merchants to accept card payments in real time online from customers worldwide. With a one-time integration, merchants can receive payments from a wide variety of locally and internationally issued debit, credit and prepaid cards. GlobalPAY accepts MasterCard and Visa. • Zenith MasterCard (Debit, Credit and Prepaid): To enable customers pay for goods and services and withdraw cash from over 900,000 ATMs worldwide. • Mobile Money Bank2Wallet Service: The bank’s customers can transfer money to their accounts 24/7, by linking mobile money wallets (MTN/Airtel) to their bank accounts. They can further make payments for goods and services, right from their mobile money wallets. • SSNIT Pay at Bank Service: Through a partnership with Ghana’s Social Security and National Insurance Trust (SSNIT), corporate bodies can now conveniently pay their SSNIT contributions at any Zenith Bank branch nationwide, instead of visiting a SSNIT office. • AirFrance Pay at Bank Service: Zenith Bank’s partnership with AirFrance enables customers to book their reservations at www. airfrance.com.gh and conveniently pay for their ticket at any Zenith Bank branch. “The bank’s core values are: ‘belief in God’, ‘integrity’ and ‘keeping the service promise’. These core values all underpin the Zenith culture and reflect the bank’s principles and philosophy. The bank’s ‘14 Key Tests of Exceptional Customer Service’ are the tenets that guide staff in their customer service delivery. Each member of staff is required to know the 14 Key Tests and apply them to their day-to-day interactions with both internal and external stakeholders. “An honour code, which encapsulates the ‘14 Key Tests of Exceptional Customer Service’, ensures strict adherence to the bank’s service standards and zero tolerance of any violation of the ‘14 Key Tests of Exceptional Customer Service’. Each year, an annual slogan is couched by staff to serve as a constant reminder of the bank’s goals and objectives for the year. The bank has further instituted the Zenith Service Champion Award, which aims at promoting and rewarding staff for outstanding performance in customer service delivery.” “The Bank’s goal is to remain the best in terms of service delivery, to its customers. In this vein, the Bank will continue to support its customers, by providing them with the very best of innovative and cutting edge technologically driven banking products and services, to remain competitive within the Ghanaian banking industry.