Basic HTML Version
103
www.ebizguides.com
Finance
banking products and services. Despite the fact that
Barclays is a foreign bank, many Zambians have
grown up with the Barclays name, which has led to its
perception as a local institution. They have the larg-
est branch and ATM network in the country; currently
represented by over 150 ATMs and over 70 offices
comprising of full branches and sales centres located
throughout the country.
Barclays Bank Zambia strives to be the most relevant
bank in Zambia with the aim of increasing their stake-
holders’ value every day. Barclays maintains four key
values: Customers, Community, Colleagues and the
Company.
With just short of 200,000 customers, Barclays Bank
Zambia respects the value of each and every one of
their clients. They pride themselves on their ability to
go above and beyond the needs and expectations of
customers and believe it to be their duty to constantly
improve the services they offer. They have many provi-
sions in place in order to gauge customer satisfaction
and believe it to be crucial to maintain an open dia-
logue with both their retail and corporate customers in
relation to their service.
In June 2010 they launched the Commercial Unit,
which streamlined all corporate client services. It helps
to offer their clients more personalized and efficient ser-
vice. The unit will be the principal point of contact for all
commercial customer dealings related to transactions,
account inquiries and complaints.
“A lot of business is reliant on follow-up. The new Com-
mercial Business Unit allows us to better organize our
efficient follow-up with our customers. It represents a
‘one-stop-shop’ approach allowing accessibility to a
dedicated team which will ensure customers get in-
stant responses on a variety of services and queries.”
Bret Packard.
Managing Director
With regards to Barclays Bank Zambia’s focus on com-
munity, they have initiated many social programs to
help and improve the lives of Zambians. They under-
stand the importance of sports as a social development
tool and therefore have supported the rehabilitation of
three football fields namely: Nationalist Stadium in Lu-
saka, Musa Kasonka Stadium in Ndola and a playing
field at Lubwe Mission along the Lake Bangweulu,
10km from Samfya. Barclays also supports ‘Grass-
roots Soccer’, which uses the power of soccer to fight
HIV/AIDS. It is a series of 20 activities that dissemi-
nates relevant information and facts about HIV/AIDS.
This program gives children the necessary knowledge
to lead healthy lives.
Another Barclays initiative is ‘Make a Difference Day’
(MADD), which brings together Barclays Zambia em-
ployees and customers to participate in different vol-
unteer activities aimed at giving back to the commu-
nities in which Barclays operates. This program has
touched the lives of many Zambians through men-
toring, befriending, desk making, renovating of com-
munity centres, painting and decorating of schools,
hospitals and prisons.
Barclays places great importance on their employees
as well. They understand the importance of creating a
strong and supportive work environment where each
of their 1,200 employees directly contributes to the
success of the bank. Beyond creating open dialogue
with their customers, senior management also recog-
nize the value in gaining input from their employees
who are viewed as their partners in Barclay’s success.
Barclays aims to train their employees to reach their
full potential.
“We are creating an environment which is very in-
viting, where we ask customers what they want, we
listen to what they have to say, and then we deliver
on what that is. This helps to create and environment
whereby customers and employees feel connected to
the Bank and its success.”
Bret Packard
Managing Director
Barclays Bank Zambia is very committed to support-
ing Zambia’s wider agenda of bringing innovation and
development to the market. An example of this is the
introduction of debit card account access, SMS alerts
and the launching of the “Intelligent ATM” in 2010.
Apart from performing all the standard ATM functions,
the Intelligent ATM allows customers to make direct
and instant cash deposits into their accounts without
the need for envelopes; the ATM sorts and counts all
Kwacha denominations and advises on the total de-
posited.
Barclays Spaces for Sports - Grassroots Soccer
Graduation.