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SBM Bank Kenya: A mobile-first digital banking strategy takes shape With a career spanning multiple continents, Bartesh Shah, the Chief Executive Officer of SBM Bank Kenya brings a wealth of international experience to SBM Bank Kenya. Known for his passion for innovation, Mr Shah’s strategy revolves around innovation and the creation of a mobile-first approach to digital banking. His ability to blend global best practices with local insights has been a driving force behind the bank’s renewed vigour. He talked to Business Insights Africa about his plans to make SBM Bank the most preffered financial partner for retail, SME and institutional customers. Excerpts How has digitalization impacted the bank’s business? Digitalization has transformed SBM Bank, enhancing efficiency, accessibility, and customer experience. Our Mfukoni mobile and internet banking platform has expanded to include services such as ITAX, eCitizen payments, and Platinum Saver account management, ensuring seamless banking for our customers. . SBM bank gained recognition for The ‘Digital Banking Innovation of the Year’ Award by the FDI Insider Awards, which serves as a testament to delivering quality banking experience to our customers By automating banking processes, we have improved operational efficiency, reduced costs, and enhanced transaction security. We also use data-driven insights to personalize customer experiences and provide tailored banking solutions. Additionally, our robust cybersecurity measures protect customer transactions, ensuring trust and reliability. On the security front, digitalization has improved our ability to manage risks, with advanced cybersecurity measures ensuring safe transactions and protecting sensitive data. Briefly touch on key performance indicators Our key performance indicators (KPIs) are designed to capture the full scope of our performance in the banking sector, especially in a challenging business environment. Customer growth is a fundamental metric, and we’ve seen a steady increase in both individual and corporate clients, which reflects the trust we’ve built over time. Deposit growth has been another area of focus, where we’ve maintained strong inflows despite economic pressures, demonstrating the resilience of our business model. Profitability is a critical KPI, and SBM Bank has remained consistently profitable, even during periods of market volatility. This robust performance is a testament to our effective risk management strategies and our ability to adapt to shifting market conditions. Additionally, we track customer satisfaction metrics to ensure we are delivering exceptional service and value, which has remained strong due to our focus on personalized banking and customer-centric solutions. We also monitor the rate of digital adoption, as more customers embrace our mobile and online banking platforms. This shift has been crucial for expanding our reach and ensuring that customers in remote or underserved areas can access our services. Lastly, we closely drive the impact of our initiatives targeting SMEs, youth, and women-led businesses. The success of these programs, reflected in the increased number of successful businesses and clients served affirms our commitment to driving economic inclusion. As an experienced hand in banking, where do you want to take SBM Bank? My vision is for SBM Bank to become the preferred financial partner, offering innovative banking solutions and fostering economic growth. Our strategic location along the Indian Ocean rim positions us as a key player in cross-border trade finance. We are committed to digital transformation, customer-centric solutions, and sustainable banking practices. Our corporate responsibility initiatives include environmental conservation, where we have conducted tree planting and turtle conservation initiatives. We also undertake gender equality and youth empowerment programs, ensuring a positive societal impact. As SBM, we aim to expand our reach, strengthen our digital capabilities, and continue supporting key sectors such as agriculture, service, health, manufacturing, hospitality and many more. We also appreciate that customers need a trusted banking partner in their financial journey and we offer reliable payments solutions to drive their growth as individuals, institutions or communities. Our payment solutions span across different channels, namely; Mfukoni, Bulk Payments and international remittance and this ensures efficient transactions for various payment needs. We believe in empowering our customers with solutions that transcend mere functionality. Our payment services are more than just tools—they are enablers of success, growth, and financial freedom. Whether you are an individual managing everyday transactions, an SME scaling operations, or a corporate entity expanding internationally, SBM Bank aspires to be your trusted payments partner every step of the way to enable you experience seamless payments and limitless possibilities with SBM Bank. What kind of impact have you made as a bank? SBM Bank has played a pivotal role in enhancing financial accessibility, supporting business growth, and promoting economic development. Our tailored financial solutions, structured credit services, and commitment to sustainability have strengthened the banking sector. We continue to invest in financial literacy, entrepreneurship support, and community development initiatives. Our vision is to redefine banking by making it more accessible, innovative, and inclusive, driving long-term prosperity in Kenya. What’s SBM Bank’s outlook? Looking ahead, we would like our legacy to be defined by the transformative impact we’ve had on Kenya’s financial sector—making banking more accessible, innovative, and inclusive. Our strategy is focused on sustainable growth, continuous innovation, and deep community engagement, ensuring that SBM Bank Kenya remains a trusted partner in shaping the country’s economic future.

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