Superior Service Quality

Zenith Bank has clearly distinguished itself in the banking industry through superior service quality, unique customer experience, and sound financial indices. These have become part of our corporate culture to the extent the bank is easily associated with the following attributes; Best-in-class customer experience, creativity, excellent financial performance, good asset quality, stable management, dedicated and highly skilled work-force, cutting-edge Information and Communication Technology, efficient and effective distribution channels. The bank’s strategy of assessing and managing its impact on the industry forms an integral part of our strategic objective. Specifically, the bank considers how the present and future capital requirements will be met and managed in view of projected capital requirements based on its assessment and against the regulatory capital requirement.

Our Strategic Objective

The strategic objective of Zenith Bank also includes a continuous improvement of our capacity to meet the customers’ increasing and dynamic financial needs as well as sustain high quality growth through investments that impact the quality of service to our existing and potential customers, constant upgrade of our ICT infrastructure, unwavering investment in training and re-training of our people and regular reinforcing of our Customer Services delivery charter with regards to continually changing customer needs. Zenith Bank places high premium on the pivotal role of Exceptional Service Delivery in our drive to consistently exceed expectations. The bank has in place a well-articulated strategy to not only meet and surpass customer expectation but also ensure that plans are fine-tuned to address the changing taste and sophistication of the customer. The underlying philosophy is for the bank to remain at all times, a Customer-centric institution with a clear understanding of its market and environment.

Endorsements & Recognitions

Zenith Bank’s impressive growth pattern and performance over the years have earned it excellent ratings, recognitions and endorsement from local and international agencies and institutions. In recognition of its track record of excellent performance, Zenith Bank was voted as Best Commercial Bank in Nigeria for three consecutive years, from 2021 to 2023, in the World Finance Banking Awards; Best Corporate Governance Bank, Nigeria in the World Finance Corporate Governance Awards 2022 and 2023; Bank of the Year (Nigeria) in The Banker’s Bank of the Year Awards 2020 and 2022; and Best in Corporate Governance 'Financial Services' Africa from 2020 to 2023 by the Ethical Boardroom. Also, Zenith Bank was listed in the World Finance 100 2023, released by World Finance Magazine, achieving the feat as the only Nigerian company in the prestigious and exclusive listing; Number One Bank in Nigeria by Tier-1 Capital in the "2023 Top 1000 World Banks" Ranking by The Banker Magazine; and the Retail Bank of the Year, for four consecutive years from 2019 to 2022, at the BusinessDay Banks and Other Financial Institutions (BAFI) Awards.

Corporate Performance

Within thirty-two years, Zenith bank has demonstrated rare resilience and has witnessed exponential growth in virtually all areas. Today, Zenith is undoubtedly one of Nigeria’s strongest financial services institutions and one of the country’s largest banks by market capitalization, shareholders fund and profitability. The bank’s growth momentum has increased over time and impacted positively on its standing as a market leader. In essence, Zenith Bank continues to make remarkable success on the sustainability agenda which is at the heart of its strategic and business models. As a result, Zenith bank is better positioned to continue on its growth trajectory and our desire to be a vital part of people’s lives and businesses. Excellent service delivery and development of superior asset quality, strong capital base, professionalism and corporate governance have provided the grounds for consistent high returns to stakeholders. The bank maintains sound risk management and corporate governance culture in line with global best practices. The bank’s liquidity profile remains very strong and our risk management practices give assurance that the profile will be sustained on the short-run and improved upon over time.

ISO Standard Policy Statements

BCMS Policy Statement (ISO 22301:2019)

Zenith Bank’s Business Continuity Policy is to maintain the continuity of its activities, facilities, systems and processes and where these are disrupted by any event, to enable it to return to ‘normal’ operations as soon as possible. Any external party dealing with Zenith Bank no matter their status (eg; employee, contractor, or consultant), must comply with the Business Continuity Policy of the bank. Zenith Bank is committed to implementing Business Continuity Management (“BCM”) based on International best practices and international standard ISO22301:2019.
 

ISMS Policy Statement (ISO 27001:2013)

Zenith Bank’s Information Security Policy is to provide a security framework that will ensure the protection of Information from unauthorized access, loss or damage while supporting the open, information-sharing needs of the bank. Any external party dealing with Zenith Bank no matter their status (e.g.; employee, contractor, or consultant), must comply with the Information Security Policy of the bank. Zenith Bank is committed to implementing Information Security Management (“ISMS”) based on International best practices and international standard ISO 27001:2013.

SMS Policy Statement (ISO 20000:2018)

Zenith Bank is committed to surpassing service requirements and expectations of our customers by consistent delivery of all Information Technology services and solutions in accordance with contractual agreement, best practices and applicable legal requirements. The service management system and its components are continually enhanced for effectiveness in line with global technological advancements and based on the International Standard 20000:2018.