Monicah Kihia: Meet woman behind client-driven, staff competence approach at NCBA

Monicah Kihia believes that a company’s success starts from within, with its employees. In a recent speech, she shared that ” a well-trained team is the backbone of any great organization”.

NCBA has been making headlines lately for its focus on improving its staff’s skills and professionalism. Monicah Kihia, the Group’s Director of HR and Culture, believes that the bank’s investment in its employees will lead to better service for its customers.

She says “Customer success is our success”. Through her stewardship, NCBA Bank continues to cultivate an operational excellence environment where customers are handled efficiently by a professionally competent workforce.

Mrs. Kihia’s latest move is leading NCBA Bank into a partnership with the Chartered Institute for Securities & Investments (CISI). This initiative aims to provide more than just a certification, but rather build internal excellence and turn it into top-notch service for their clients.

Meet four women responsible for steering NCBA Bank to success, profitability

She also stated that this program is part of the bank’s interest in caring for its staff and improving their future prospects. NCBA seeks to ensure that its human capital will be the corner-stone for its long-term success.

Recently, NCBA partnered with Amazon Web Services (AWS) to train over 3,000 of its employees in a digital skills program. The bank aims to be the leader in digital innovation, not just in Kenya but also in the Sub-Saharan region.

As NCBA Bank celebrates Customer Service Week, Monicah Kihia noted that the staff operate based on ethos and principles that run throughout the organization. This unified approach, she explains, ensures that customer success is always a priority.

Monicah Kihia’s approach to enhancing staff operational excellence will ensure that the bank remains agile and adaptable to a rapidly evolving technology and financial world.

NCBA’s vision for the future remains steadfast, with leaders such as Mrs. Kihia guiding the bank toward ensuring both the institution and its customers reach their desired success.