People are the cornerstone on which our bank is built brick by brick, byte by byte, transaction by transaction, day in and day out. At tellers’ counters and in our operation centers, in conversations with large corporate clients and fresh graduates entering the workforce, our people are helping Kenyans chart their financial futures. As they do so, every one of them plays a role in creating value for all our stakeholders, from our clients to our shareholders and the communities in which we do business.

This is the cornerstone of our success: banking is fundamentally a people business, and our talented employees are the people who are building the bank of the future and leading the conversation about our industry’s role in building a stronger nation.

Our staff know they are not alone; our management leads by example, and all who work at CIB Kenya embody our core values. These core values underline how CIB Kenya employees work together to deliver effective results for our customers and community.

Putting our customers first, we lead the market with agility and integrity.

Customers First

• We listen proactively to our customers to understand their needs and expectations.
• We incorporate customers’ voices into new product and service developments.
• When serving our customers, we go above and beyond.
• We optimize our processes to provide our customers with the best value and a seamless experience.
• We measure and benchmark customer engagement KPIs, which we then integrate into our leadership evaluation.

Lead The Market

• We strive to offer the best products and the highest quality service.
• We aim to invest further to strengthen and enhance our market position.
• We provide an environment for our employees where everyone can give their absolute best.
• We train and equip our employees to be best prepared for a constantly evolving financial service market.
• We are a role model in implementing national initiatives and regulatory guidelines.

Agility

• We embrace a changing market environment and respond decisively and swiftly.
• We release new products and pilots quickly in order to test and optimize them in a real-world setting.
• We are open to trying new things, but we are rigorous in evaluating their success and happy to accept mistakes.
• We collaborate proactively within cross-functional teams and limit vertical hierarchies to a minimum.
• We leverage technology to support, facilitate and automate our processes and time to market.

Integrity

• We hold ourselves accountable to a higher standard of responsibility.
• We are doing the right thing, even if it is commercially less attractive.
• We communicate clearly what we can deliver, and we keep our word.
• We do things right and create solutions that work.
• We fully comply with all regulatory and compliance standards and apply zero tolerance to misconduct.