Bank of Africa Tanzania has officially launched Customer Service Week 2026, highlighting its commitment to delivering excellent customer service, improving financial service delivery through mobile and digital platforms, and accelerating innovation for its customers.
Speaking to reporters in Dar es Salaam yesterday during the official launch of Customer Service Week, the bank’s Deputy Managing Director, Wasia Mushi, said the bank would use the customer service campaign to visit its branches and engage with customers across the country.
“We are determined to place greater emphasis on improving our services to enable us to address our customers’ financial challenges and further expand the scope of mobile and digital financial services in order to make financial transactions easier for our customers.
“We will use this week to strengthen our service delivery by listening more closely to our customers and, as our theme says, ‘Going the Extra Mile,’ in finding solutions to customers’ day-to-day needs,” Mushi said.
Mushi added that customers remain at the heart of the bank’s operations and its strategy to provide the best possible services in the country.
He said going “the Extra Mile” means exceeding customers’ expectations, understanding their changing financial needs and continuously seeking innovative ways to make banking services easier, more reliable and readily accessible through the bank.
He added that, as part of its commitment to improving the customer experience, Bank of Africa Tanzania has upgraded its mobile banking application, B-Mobile, by introducing features designed to make everyday banking services simpler, more transparent and more reliable.
“These improvements reflect our strategic focus on digital transformation, customer convenience, transparency and trust in financial services in the country,” he stressed.
Mushi further said that during Customer Service Week, the bank would visit all 18 of its branches across the country as part of efforts to strengthen its relationship with customers nationwide.
“Our goal is to make everyday banking services easier and more reliable, while continuously improving the way we serve our customers,” he explained.
He added that the bank had achieved ISO 22301:2019 certification, an internationally recognised standard for Business Continuity Management Systems (BCMS).
The certification, according to him, demonstrates the bank’s commitment to strengthening its ability to continue providing services during operational disruptions, minimise the risks of business interruption and ensure the continuity of critical banking services.
For her part, the bank’s Head of Service Excellence, Annarobert Mango, said the “Going the Extra Mile” theme is demonstrated through the bank’s daily interactions with its customers.
“Going the Extra Mile means listening carefully, understanding customers’ needs, providing timely assistance and respecting every customer. Excellent service does not end with solving a problem; it also involves anticipating needs before they arise, communicating clearly and ensuring that customers feel valued throughout their banking journey,” she said.
She also stressed the importance of customer feedback in improving service delivery, urging customers to share their experiences, challenges and recommendations with the bank.
The Head of Retail Banking, Asupya Nalingigwa, spoke about the bank’s focus on building lasting relationships with retail customers by providing financial solutions that meet their needs, are easily accessible and make their daily lives easier while helping them achieve their long-term financial goals.
He said the bank’s retail banking strategy goes beyond providing financial products, as it seeks to understand customers’ individual financial journeys, improve access to financial services and provide guidance and support to enable customers to make informed financial decisions.
The launch also provided an opportunity for one of the bank’s customers to share his experience and commend Bank of Africa Tanzania.
Hilary Pato, Country Manager of OCP Africa Tanzania Limited, expressed appreciation for the bank’s commitment to continuously understanding and responding to customers’ needs, highlighting the quality of service, professionalism, responsiveness and strong relationship he has experienced throughout his engagement with the bank.
He also hailed Bank of Africa Tanzania for its commitment to putting customers first and continuously improving its services to enhance convenience, value and the overall customer experience in banking services.
The testimony highlighted the importance of building genuine and long-term relationships with customers, while demonstrating the positive results of the bank’s customer-centric strategy.
During the launch, Bank of Africa Tanzania also recognised three of its corporate customers for their continued trust and long-standing relationship with the bank.
The customers were presented with trophies by the Chief Executive Officer as a token of appreciation for their trust, loyalty and long-term partnership with Bank of Africa Tanzania.
Customer Service Week 2026 will continue throughout this month, featuring various activities aimed at appreciating customers, engaging employees and strengthening a culture of service excellence across the bank.
As it celebrates this year’s theme, “The Extra Mile,” Bank of Africa Tanzania has once again reaffirmed its commitment to listening to customers, responding to their financial needs, embracing digital innovation and continuously improving their overall banking experience.
About Bank of Africa (Tanzania) Limited
BANK OF AFRICA – TANZANIA is a private commercial bank operating in Tanzania, serving Corporate, SME and Retail customers.
It began operations in Tanzania in June 2007 after acquiring Eurafrican Bank, which had been operating in Tanzania since September 1995.
BANK OF AFRICA – TANZANIA is part of the BANK OF AFRICA GROUP, which began operations in Mali in 1982.
BANK OF AFRICA GROUP is a multinational Pan-African banking group operating in 20 African countries, including markets across West Africa, East Africa and Central Africa, with representative offices in Paris, Spain, London, UK, and China.
Since 2010, BANK OF AFRICA has become a majority-owned subsidiary of BMCE Bank, the third-largest banking group in Morocco, with a presence in 31 countries across four continents.
BANK OF AFRICA – TANZANIA currently has a network of 18 retail branches, including nine in Dar es Salaam and nine upcountry branches in Arusha, Mwanza, Zanzibar and other major cities.