The INFO – Bank Windhoek's Internal Digital Magazine | November 2022

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We are here to win

As we welcome you to another thrilling edition, a thought came to mind that, in life, nothing stays the same. Things constantly evolve. For the first time in the past three years, we noticed that in none of our photographs in this edition, are people wearing masks and it feels good to see our colleagues smiling again. The past two years challenged us, but we remained resilient. Most importantly, we continue to compete in this challenging but exciting banking industry.

But what is competition? How do we compete and keep winning? In his 1946 essay, "The Meaning of Competition," Friedrich Hayek argues that competition involves discovering knowledge, specifically how discovery mechanisms uncover information about cost, innovation, and market preferences. Hayek was an Austrian–British economist, legal theorist and philosopher best known for his defence of classical liberalism. Other scholars say that competition is the action of endeavouring to gain what others in business try to achieve simultaneously. That got me thinking…

Then I stumbled on an incredible Netflix sports documentary: Human Playground. It explores all facets of this question through various extreme sports like free diving and ice diving, race-car drifting, bullfighting, and sumo wrestling. Narrated by Idris Elba, a well-established and recognised English actor, each Human Playground chapter shines the spotlight on athletes from diverse backgrounds from all over the world.

One episode explores the pain barrier and how to break this pain, another focuses on a female surfer perfecting a massive wave. The final episode switches things up and looks at the business side of extreme sports and our insatiable need to be wowed and stimulated by these endeavours.

The Human Playground docuseries visuals are fantastic, and the interviews insightful, managing to get into the headspace of these men and women as they set out to tackle the impossible. It is hard not to be inspired by their feats. In that same vein, as human beings and businesses, we are made to compete so that we continuously improve.

As we continue celebrating our 40th Anniversary, this edition covers how we continue to position ourselves to compete. It starts with Bank Windhoek's Executive Officer of Corporate and Institutional Banking, Lukas Nanyemba, highlighting how his department plans to nurture corporates and institutions to flourish. Bank Windhoek’s Managing Director Baronice Hans also features, taking up the Chairpersonship of the Bankers Association of Namibia. The Bank’s Executive Officer of Marketing and Corporate Communication Services, Jacquiline Pack, emphasises that Bank Windhoek is a leader in arts development and Eddie King, the Executive Officer of Credit, shares more about himself, his values and his family.

And, of course, as we continued to compete, we won some awards. The team covered stories showing the

recognition of all our hard work. The rest of the articles cover the Bank's responsibility as a corporate citizen supporting Namibian arts, job creation and economic acceleration. The movers and shakers section features colleagues who strive to inspire others with a winning mentality. Guest writers Paula Ackermann Kemp, Ryan Geyser and Johanna Amadhila, talk about sexual harassment, how innovation can improve Namibian lives and how a strategy helps us compete and win.

Enjoy this edition. Until next time, thank you for your support.

Samuel Linyondi, Editor

© 2022 All rights reserved. The content of this publication is intended for Bank Windhoek staff only. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, mechanical, electronic, photocopying, recording or otherwise without the prior written permission.

Editor-in-chief: Hayley Allen - Design: Lehano Van Wyk & Nyasha Karadzandima

Samuel Linyondi

Nurturing corporates & institutions to fl ourish

Nature underpins our economy, society, and our existence. In natural habitats, animals, plants, and microbes are known to be excellent engineers. After many years of research and development, we have seen how nature endures, adapts and thrives. As a financial services expert, Bank Windhoek’s Corporate and Institutional Banking identifies and embraces “out-of-theordinary” thinking to create welladapted products, strategies, and approaches to meet their client’s needs.

Through time, mankind has always relied on nature for numerous remedies on which we depend for our health, growth, and prosperity. With its time-tested patterns and strategies, nature continues to solve problems, adapt, and evolve with the times. All this culminates in sustainable and thriving ecosystems, a much-desired result for any corporate or institution with true vision.

Corporate and institutional banking is essential to a country’s ecosystem and development. It assists in economic advancement by providing sustainable tailored financial services, with a strong emphasis on risk and regulatory management. These functions and resources have

elevated nations, built institutions, and assisted governmental and societal development.

As Bank Windhoek celebrates 40 years, our charter is to be a part of the economic development of Namibia, its companies and infrastructural and sectoral expansion. Inspired by nature’s plethora of knowledge, innovation, and grit, our Corporate and Institutional Banking’s experts’ essence and value addition are unmatched. With our refreshed Customer Value Proposition, we drive growth by journeying with corporates and institutions to assist them achieve their objectives. We focus on the core of the client's goal backed-up by our swift decision-making and relationship-based, approach. Our sector expertise in unique environments, insights across regulatory market practices, allows us to share wisdom with data-driven decision-making to ensure the longterm management and success of our clients and partners. We have the ability to originate, and finance complete complex transactions across various product classes. Our diverse team has the competencies to provide innovative solutions to our clients’ needs and requirements based on advice from sector and product specialists.

By Bank Windhoek’s Executive Officer of Corporate and Institutional Banking, Lukas Nanyemba

We are about intimately understanding our clients’ needs and requirements to deliver a bespoke banking experience. Our niche in the market is entrenched in our Customer Value Proposition, which strives to realise clients’ business and investment strategies by establishing, developing, and enhancing longterm client relationships. We serve the corporate segment within the private and public sectors, including government ministries, parastatals, embassies, and multi-nationals.

Namibia is entering a new phase of economic development, with possible new natural resource discoveries and innovative new Green Energy solutions. We are geared for this great initiative and invite you to join us as we embark on this journey. Partner with us today to outmanoeuvre challenges and harness opportunities in your corporate or institutional ecosystem.

Baronice is BAN's new Chairperson

The Namibian banking industry plays a critical role in catalysing economic activity and ensures financial stability, especially in unprecedented and challenging times. Bank Windhoek’s Managing Director, Baronice Hans, said this when she took over the Chairpersonship of the Bankers Association of Namibia (BAN) on Friday, 10 June 2022, in Windhoek.

The responsibility of chairing the BAN rotates annually among the Managing Directors of the five commercial banks in Namibia. Baronice took over from Nedbank Namibia’s Managing Director, Martha Murorua, who said it was a privilege to chair BAN, where the banks can discuss critical matters to ensure absolute fairness to the banking public.

Information empowers people Baronice focused on the importance of open communication and dialogue in her acceptance speech. She said stakeholders must ensure that as enablers in the financial industry, banks receive the support to contribute to the growth in support of the country's National Development and Harambee Prosperity Plans.

Baronice said that one of the ongoing challenges during Bank Windhoek’s BAN Chairpersonship tenure, is to clarify the role of the banking

sector to the public and the relevant stakeholders. "Information empowers people and allows them to make better choices. We need to make a concerted effort to ensure that our society has a better understanding of banking, especially financial discipline, and the productive use of debt,” she said.

The Bankers' Association of Namibia was established in 1997, following the Banking Institutions Act, as the representative trade association for the commercial banking sector in the country. Their overarching

objective is to provide a forum for considering policy matters impacting the Namibian banking industry and for member banks to discuss common concerns and issues. Through BAN, members deal with non-competitive common interests and significance to Namibia's banking industry.

Baronice concluded that Bank Windhoek looks forward to working with the industry during its Chairpersonship of BAN to achieve its objectives.

From left, Bank Windhoek’s Managing Director, Baronice Hans, and Nedbank Namibia’s Managing Director, Martha Murorua.

Natalia's Triple Surprise

Globally, triplets conceived naturally occur in about one in every 10 000 pregnancies. They also know each other better than anyone else because of the special bond they develop in the womb, which they take through life. While it is not uncommon for women to conceive twins and triplets naturally, it is extremely rare for one woman to conceive twins and triplets.

In February, Bank Windhoek’s Omuthiya Branch Admin Support Clerk Natalia Sheelongo gave birth to healthy triplets: two boys and one girl. Their names are Richard Tangi, Rafael Nafimane and Rachel Ndateelela Haindongo. Asked about the experience, Natalia said it was overwhelming initially, and it still is. "I was shocked when I heard that I was expecting triplets because I already have twins. I was hoping to get one child this time,” she said. “The triplets are doing perfectly fine. They are growing beautifully. At first, I was

worried about how I would cope. However, it is wonderful regardless of the work and responsibility of caring for them.”

Natalia joined Bank Windhoek in October 2010 at Omuthiya Branch. In February 2018, she gave birth to a set of twins, a boy and a girl.

Bank Windhoek’s Wellness Team, situated at Bank Windhoek’s Human Capital Department in Windhoek, assisted Natalia with goods, such as clothing, nappies, milk, soaps, body lotions, Vaseline, washing powder, wipes and baby powder.

“I would like to express my gratitude to Bank Windhoek and the whole Bank Windhoek Wellness team for supporting my babies. I feel happy and relieved to receive these goods. I am very proud to work for Bank Windhoek, a bank that can assist its employees when they need help. I know it is a blessing to have triplets,

but challenges always come in when raising them,” said Natalia.

Born in Onyaviye, in the vicinity of Omuthiya, Natalia is a 39-year-old single mother. She is one of six children and one of her sisters passed on last year from cancer. The disease also claimed the life of her father. “We are now five, and our mother is still alive. Apart from my late sister, I am the only breadwinner in the family, taking care of my mother, a pensioner and her grandchildren,” she said.

Despite all the challenges as a Capricorn Citizen, Natalia said she would keep on being resilient and provide for her twins and triplets with the best that life has to offer. “I feel very blessed by what God is doing in my life despite the challenges of raising them. Sleepless nights are one of the challenges, but I am still standing strong,” she concluded.

In April, Bank Windhoek publicly launched its 40th birthday celebrations. A wholly-owned Namibian financial services provider, the Bank has catered to the needs of Namibia and its people since its inception in April 1982.

Bank Windhoek's purpose over the past 40 years has been to impact the lives of Namibians and contribute to the communities in which it conducts business.

This stance is evident in its positioning throughout the years, from "Together, we do better" to "Connectors of positive change," the Bank's roots continue to entrench the relationship bank in Namibia. Some of Bank Windhoek's milestones on its journey include:

• 1982: First Branch in the South, Karasburg

• 1990: First Branch at the Coast, Walvisbay

• 1992: First Branch in the North, Oshakati

• 2001: First Branch in Central, Maerua Mall

• 2009: First Bank to launch Cellphone banking in Namibia

• 2013: Listing on the Namibian Stock Exchange

• 2019: Bank of the Year Award and the issuing of the Green Bond

• 2021: Bank of the Year Award and the issuing of the Sustainability Bond.

Bank Windhoek's Managing Director, Baronice Hans, said that she is sure there are more milestones on which the Bank can reflect. "It is such a coincidence that a vibrant red ruby stone symbolises the 40th anniversary. It represents devotion and passion reflecting what this journey means for our board, shareholders, employees and customers," she said. Baronice emphasised that none of these successes would have been possible without all Bank Windhoek staff and customers' commitment, dedication, and unwavering support. “Their collective efforts have made the Bank Windhoek brand what it is today.”

Bank Windhoek plays a critical role in the economy. It is an employer to 1,561 Namibians with a branch footprint of 53 and 149 Automatic Teller Machines and has supported the communities in which it operates to the value of more than N$ 20 million over the past five years.

Bank Windhoek’s 40th Celebrations is taking place throughout 2022 and includes various staff initiatives and external engagements. One such initiative was the country-wide festivities where staff members celebrated with their customers on Friday, 29 April 2022. "As we reflect on the past, we are equally excited about the future. Happy birthday, Bank Windhoek. Here is to a memorable past and an even brighter future," Baronice concluded. The Bank’s 40th birthday celebrations are currently ongoing. Info Magazine will cover the festivities in a special edition coming soon.

Bank Windhoek’s Executive Officer of Retail Banking Services and Specialist Finance, James Chapman, the Bank’s Managing Director, Baronice Hans and Katutura Branch Manager, Petra Dau, pictured at Katutura Branch during the Bank’s 40th Celebrations.

A leader in arts development

By Bank Windhoek’s Executive Officer of Marketing and Corporate Communication Services, Jacquiline Pack.

The arts industry has been the glue that binds not only hearts and souls but societies and nations. It promotes international dialogue, understanding and collaboration.

The development of arts lies at the heart of Bank Windhoek and has been supporting the sector through platforms to unlock and develop talent. This year marks an incredible milestone for Bank Windhoek as it celebrates 40 years of banking – a true Namibian success story. Throughout the years, Bank Windhoek’s passion for the arts has been consistent, and the Bank’s support continues to drive positive change. One recent example is the support of “Chief Hijangua”, Namibia's first opera, which took place on Friday, 9 and Saturday, 10 September 2022, at the National Theatre of Namibia (NTN) in Windhoek. It received a standing ovation on both nights. The NTN was packed to capacity with more than 400 Namibians from

all works of life who came to enjoy Namibian classical music.

“Chief Hijangua” is a collaboration between German, South African and Namibian musicians, and artists. Together, the commitment, skills and storytelling bring an ache of Namibian history to the stage in German and Otjiherero in bold operatic genre and traditional Herero folk music. “Chief Hijangua” is ground-breaking. It is cathartic and aligns with the Bank's values of being, open, dedicated and inspired. Bank Windhoek hopes that this is the beginning of many such collaborations.

The “Chief Hijangua” opera touched many hearts. It will continue to do so as it finds broader local and international audiences and educates them on a significant part of Namibian history. Congratulations to the entire cast and production team.

Bank Windhoek wishes the team more success in the lead up to

the performance in Germany in September 2023.

The opera was composed and conducted by Vox Vitae Singers' founder Eslon Hindundu. In 2018 and 2019, Hindundu was an assistant conductor at the Bank Windhoek Swakopmunder Musikwoche, a musical celebration and part of the Bank Windhoek Arts Festival. In 2019, Hindundu conducted the Immling Opera Festival in Germany as an assistant conductor responsible for the choir and orchestra, making him the first Namibian conductor to lead an international orchestra. Hindundu’s journey from humble beginnings to composer and conductor reflects the power of positive change in our community. His growth is testament to why the Bank not only supports the arts but is a leader in its development in Namibia.

Aviation is a key contributor to a country's economic vitality – Baronice

Bank Windhoek's contribution to the aviation industry has been an endeavour that embodies its core objective of being a connector of positive change. This was said by Bank Windhoek's Managing Director Baronice Hans at the launch breakfast for the inaugural Namibia Aviation and Connectivity Forum, hosted in Windhoek on Thursday, 18 August 2022.

"Aviation, in its entirety, is a key contributor to a country's economic vitality. As such, the aviation industry does not operate in a vacuum, nor is it isolated from the society in which it operates; it is part of a complex ecosystem that will require our combined efforts to recover holistically, benefiting us all," said Baronice.

An initiative by the Namibia Airports Company (NAC), the Namibia Aviation and Connectivity Forum, was started to rethink and reimagine the trajectory of the industry considering the recent devastating effects of the COVID-19 pandemic on the world econOmy. Supported by Bank Windhoek, the Forum will seek solutions on how aviation can play a central role in attaining national aspirations, such as the Harambee Prosperity Plan (HPP2) and National Development Plans (NDPs), and the national transport policy. "Bank Windhoek is proud and honoured to be part of this initiative that sparks the beginning of a new era in Namibian Aviation," said Baronice.

Renowned executives and leaders from the private and public sectors, such as the Minister of Works and Transport John Mutorwa, Airlink Chief Executive Officer (CEO), Roger Foster, Chairperson of the NAC Board, Dr Leake Hangala and CEO of the Namibian Investment Promotion and Development Board (NIPDB) Nangula Uaandja, attended the launch event.

The Namibian Aviation and Connectivity Forum 2022 will take place from Wednesday, 16, until Friday, 18 November 2022. It will focus on how Namibia can emerge from the recent pandemic with a resilient and sustainable aviation industry and pave the way for developing a series of policy and structural reforms.

Some of the speakers at the event pictured from left to right are Mark Dawe, President Aircraft Owners and Pilots Association; Dr Leake Hangala, Chairperson of the Namibia Airports Company Board; Honourable. John Mutorwa, Namibia’s Minister of Works and Transport; Bank Windhoek’s Managing Director, Baronice Hans and the Namibia Airports Company Chief Executive Officer, Bisey /Uirab.

Bank Windhoek installs contactless-enabled ATMs, a first for Namibia

In May, Bank Windhoek introduced the first contactless-enabled feature across Cash Accepting Automatic Teller Machines (ATMs), becoming the first financial institution in Namibia to enable this functionality. The new contactless feature allows customers to tap on contactless-enabled ATMs, enter their Personal Identity Number (PIN) and proceed to transact. The contactless feature's main benefits are speeding up the card verification process and limiting unnecessary contact with devices.

Bank Windhoek's Stream Lead for Automated Cash Services, David Nell, said that to use the feature, all customers need to do is tap their card on the reader, a green indicator next to the card slot, and enter their PIN to proceed with any transaction. "This feature includes withdrawing and depositing cash, viewing statements, changing PINs, and transferring money," David said. "The service

is available to all Bank Windhoek customers and the customers of other banking institutions at our newly installed Cash Accepting ATMs with the contactless symbol and ensures that we meet Visa's requirement to roll out the feature to our customers," he added.

The contactless ATM functionality complements the touch-free Pointof-Sale (POS) tap functionality available at most Namibian retailers.

Contactless highlight

The rapid growth in contactless card payments grew from microprocessor chip cards, introduced locally after 2016. In 2018, the microprocessor smart card market accounted for most of the payment industry share. These cards feature a tiny microchip that processes and stores electronic data while securing data, assets, and identity. According to Jupiter Research, a research and data analytics company, increased

card issuance and usage, particularly during the pandemic, positioned contactless payments as a preferred and convenient way to transact.

"Introducing the first contactless ATMs in Namibia shows the Bank's commitment to delivering enhanced customer experiences to all banking customers," said David, adding that in 2009, the Bank was also the first to introduce cell phone banking in Namibia.

Bank Windhoek receives CICM Customer Service Excellence Award

In July 2022, the Chartered Institute of Customer Management (CICM) recognised Bank Windhoek as the best in customer service excellence in the banking sector at the third annual Namibia Service Excellence Awards Ceremony hosted in Windhoek. Themed "Next Generation Customer Service", the overall objective of the awards is to honour, recognise and award organisations and individuals who exhibited exceptional customer service in Namibia.

The nominees and winners were derived using the following methodologies:

• Mystery shopping,

• An online voting platform via survey monkey,

• An adjudication team, and

• Through customer service and call centre audits.

Bank Windhoek’s Head of Customer Experience, Johan Botha, received the award on behalf of the Bank. Johan said that recognition means a lot. “We are delighted to receive this award; it means that all our hard work is recognised. Well done, and congratulations to everyone," said Johan.

Based in Johannesburg, South Africa, CICM is a customer service and call centre body that strives to promote customer service excellence and professional contact centre management. Its accredited call centre and customer service certification programme and events offer global professionalism in all aspects of customer service. Each year CICM rewards leading organisations and individuals excelling in customer services in Africa through its Service Excellence Awards.

The Bank's Head of Corporate Social Investments (CSI), Sponsorship and Events, Bronwyn Moody and the Bank’s Head of Customer Experience, Johan Botha.

The National Ceramics Biennale announces winners

The Potters Association of Namibia (PAN), along with its main sponsor, Capricorn Private Wealth, and the National Arts Gallery of Namibia, recently announced the category winners of Namibia’s 10th National Ceramics Biennale. Jacqui Jansen van Vuuren was announced the Premier Award winner. Mitchell Gatsi won the People’s Choice Award, while Margo Timm walked away as a Promising Beginner.

The Wheelwork category went to Genie Albrecht, with Carola Lorck and Betsie van Rensburg taking the second and third prizes, respectively. Anita Steyn, Uschi Ramakhutla and Sharon Flewellen won the top three spots in the Handwork category. The first and second Sculpture prizes went to Mitchell Gatsi, while Filemon Kapolo won third place. Eliina Bainga scooped up the first and second prizes in the Rural category, while Emelda Sinvula won the third prize. Andrea Horsthemke, Uschi Hallwachs and Charlene Vorster are the top three in the New Signature Award category.

With entries received from novice and experienced potters across the country; from the most rural parts in the Zambezi Region to professional studios in Windhoek, Swakopmund, Keetmanshoop, Rosh Pinah and Lüderitz, the opening evening was a showcase of spectacular pottery, judged and curated by Anthony

Shapiro, renowned South African ceramicist and pottery teacher and Professor Hercules Viljoen, distinguished Namibian artist and former lecturer at the University of Namibia.

Capricorn Private Wealth’s Executive Officer, Fouché Brand, said there are many similarities between Pottery and Capricorn Private Wealth. “Pottery represents true art. It is unique; it takes immense artistry and holds its value because it is one of a kind. Our offering is unique in the Namibian market; we believe each of our clients is unique. We trust we can protect and grow the financial value of our clients,” he said. "I applaud the Potters’ Association of Namibia for their commitment to take on the responsibility of organising this event again,” concluded Brand.

Capricorn Private Wealth is a combined offering of Bank Windhoek and Capricorn Asset Management, both members of the Capricorn Group.

Organised by the Potters’ Association of Namibia, Namibia’s 10th National Ceramics Biennale exhibition concluded on Friday, 16 September 2022. For more information on pottery, please contact PAN at potters.namibia@gmail.com or visit their website, www.pan.iway.na.

Mitchell Gatsi and Capricorn Private Wealth’s Executive Officer, Fouché Brand, pose with one of Gatsi’s winning work.

Jacqui Jansen van Vuuren pictured with her winning pottery pieces.

Bank Windhoek supports the K2G High Potential Pool

In July 2022, the Namibia Investment Promotion and Development Board (NIPDB) launched the Know2Grow (K2G) High Potential Pool project. The project aims to accelerate the growth of Namibian micro, small and medium enterprises (MSME).

As NIPDB’s key stakeholder through the Bank’s Business Banking Division, Bank Windhoek has contributed N$ 100 000 to the K2G High Potential Pool programme. Bank Windhoek’s Executive Officer of Marketing and Corporate Communication Services, Jacquiline Pack, and the Bank’s Head of Small Medium Enterprises and Financial and Data Analytics, Bianca Janse Van Vuuren, attended the launch.

Participants will enjoy support in international business linkages, trade mission support, international trade fair participation support, export training, business advisory, and coaching and mentoring. NIPDB’s Chief Executive Officer, Nangula Uaandja, said the micro, small and medium enterprise sector has the potential to create much-needed jobs for Namibia.

NIPDB said that participants come from the board's growing SME database. Participants must adhere to specific criteria, including registered Namibian businesses participating in critical sectors, with existing prototypes of products and already creating at least some employment. Participants will benefit from the Programme for up to 36 months.

At the launch, three participants, Eric Sell (Ees), founder of CJ Express Cornell Jossob, and founder of YShaps Trading Group, Quintin Tsumib, shared their NIPDB success stories from the High Potential Pool.

NIPDB is a Non-Profit Organisation incorporated under Section 21 of the Companies Act (28 of 2004) and is established as an autonomous entity in the Presidency and pronounced as a Public Enterprise in accordance with Section 2 of the Public Enterprises Governance Act, 2019 (Act No. 1 of 2019). Its key mandate is to promote and facilitate investment by foreign and Namibian investors and new ventures that contributes to economic development and job creation.

Bank Windhoek’s Executive Officer of Marketing and Corporate Communication Services, Jacquiline Pack, NIPDB’s Chief Executive Officer, Nangula Uaandja and the Bank’s Head of Small Medium Enterprises and Financial and Data Analytics, Bianca Janse Van Vuuren

In June 2022, Capricorn Private Wealth (CPW) hosted an exclusive stakeholder event for its female clients at Am Weinberg Hotel in Windhoek. CPW’s Executive Officer, Chris Matthee, said that the event was about recognising the mettle that women have to drive change and make an impact whilst ensuring that they remain inspired to keep going the extra mile.

A first of its kind, CPW’s gathering attracted reputable Namibian women. The speakers at the event included remarkable women who continue to make significant strides in their respective industries.

Bank Windhoek’s Managing Director, Baronice Hans, and award-winning humanitarian Dr. Helena Ndume, retired Head of Ophthalmology at the Windhoek Central Hospital and recipient of the 2022 Lions

Humanitarian Award, shared some inspiring words. Dr. Marisa Venter, a General Practitioner interested in Aesthetic Medicine and Dermatology, whose practice forms part of Khomas Medical, was also in attendance and delivered an informative and inspiring message.

Baronice said: “Given the time and place in which we find ourselves; with the rise of women in political office locally, regionally and internationally, and with women increasingly occupying their rightful place in the boardroom across the world, I believe the time is right for an event of this nature to take place in celebration of women who have made incredible contributions to the advancement of Namibia and her people through their chosen careers.”

Medical doctor Esperance Luvindao, a businesswoman and a public speaker, delivered a poem she wrote

for the event in celebration of women. In February 2022, Esperance won the Commonwealth Points of Light Award for offering 44, 000 free online consultations to people during the corona virus pandemic.

Chris said that since its establishment more than five years ago, the unique Capricorn Private Wealth offering has remained dedicated and committed to keeping the offering fresh, unique, and relevant. “I wish to thank you as our esteemed clients – as impactful women - for allowing us to be part of your banking and wealth journey and for your loyal support, especially during the past two years, which brought along various challenges never before encountered,” he said.

Capricorn Private Wealth is a combined offering of Bank Windhoek and Capricorn Asset Management, as members of the Capricorn Group.

Baronice Hans, Managing Director for Bank Windhoek, Dr. Marisa Venter, Marlize Horn, Executive Officer Group Brand and Corporate Affairs at Capricorn Group, Dr. Helena Ndume and Dr. Esperance Luvindao

Hope Village

gets a N$210 000

donation

In June Bank Windhoek, through the Bank’s Corporate Social Responsibility drive, donated N$210 000 to Hope Village, an orphanage in Goreangab, Windhoek.

Funds donated will be used to buy food to support and help feed the 80 children permanently housed at Hope Village. The handover took place during the Capricorn Foundation’s Changemaker initiative. In this programme, the Capricorn Group and its entities’ employees volunteer and offer their support and donate towards community initiatives.

Bank Windhoek’s Managing Director, Baronice Hans joined 45 Capricorn Group Changemakers, to donate over 90 blankets, and other essentials while lending a helping hand to upgrading the

centre. She used this opportunity to announce Bank Windhoek’s pledge of N$210 000. Activities during the day included painting two baby rooms and the jungle gym as well as organising the rooms. The children were served hearty meals and the Changemakers

interacted with them through play and various activities.

Hope Village is a loving and caring home for orphans, vulnerable, abandoned and children infected and affected with HIV/Aids. The Village provides the basics to the children who live there, including food, protection, and accommodation, in a secure and loving environment. Hope Village accommodates children from as young as nine months old.

Baronice praised the staff of Hope Village for their dedication in supporting and caring for vulnerable children and said it was an honour to spend some time with the children. She added that as a connector of positive change, Bank Windhoek will continue to invest in the communities where it operates.

Bank Windhoek’s Managing Director, Baronice Hans (right), pictured with the Director of Hope Village, Marietjie De Klerk

Introducing ‘Olupale’ Legacy Discussion

Bank Windhoek understands that when people reach a certain stage in life, they have a profound desire to leave a legacy that will inspire others. Bank Windhoek's Head of Brand Marketing, Carmen-Rae Bridgens, expressed this at the Bank's first Olupale Legacy Discussion, presented by Bank Windhoek’s Selekt Platinum on Tuesday, 26 April 2022, in Windhoek.

Olupale is an Oshiwambo name for a central place in a homestead, where people gather to share stories, impart wisdom, and receive and host guests. “That is why we saw it fit to create the Olupale Legacy Discussion. It creates a platform for like-minded individuals to network, share insights, and create sustainable opportunities," Carmen-Rae said.

Moderated by Bank Windhoek’s National Operations Manager, David Nell, the event featured Helao Mwapangasha, Austin-John Robberts, Fenni Nghikevali, and Roux-Che Locke. The panel focused on how selfactualised individuals manage their legacy in family, community, society, and globally.

Helao is an Information Technology specialist, father, husband, and farming enthusiast. Austin-John is a banking

and retirement fund professional who strives to make an impact. He spoke about self-awareness, global events, and how it trickles down to impact an individual's life.

Fenni is a mother, wife, and chartered accountant who aspires to enjoy life and create a legacy for her children. She spoke about establishing and maintaining a personal and financial estate. Roux-Che is a mother, wife, career woman, self-love champion, and legendary presenter in Namibia.

Selekt Platinum is a personalised offering created to give Bank Windhoek customers the tools to grow their wealth and secure their future. "It was crafted to add value to accomplished Namibians who want to leave their mark in life and have a healthy respect for their 'future self'. Namibians who strive towards personal and business success and who plan meticulously to achieve it," said Carmen-Rae.

Echoed by the audience in attendance, David concluded the discussions by thanking the panellists for their contributions to the debate. Bank Windhoek’s first Selekt Platinum Olupale Legacy Discussion is available on the Bank's YouTube and Facebook social media platforms.

Austin-John Robberts, Fenni Nghikevali, Bank Windhoek’s National Operations Manager, David Nell, Roux-Che Locke and Helao Mwapangasha.

Namibia’s first international literary festival a resounding success

The 2022 Doek Literary Festival, Namibia’s first international literary festival, took place at the Goethe-Institut in Windhoek from Thursday, 21 April to Saturday, 23 April 2022. In partnership with the University of East Anglia's (UEA) International Chair of Creative Writing (ICCW) and sponsored by Bank Windhoek, the three-day celebration of reading and writing brought literature lovers together to participate in creative writing workshops and panel discussions

Tsitsi Dangarembga headlined the festival that celebrated fiction in short and novel forms. Dangarembga is the award-winning Zimbabwean author of Nervous Conditions, The Book of Not, and This Mournable Body. Her coheadliner, Zukiswa Wanner, was the first African woman to be awarded the Goethe Medal and the author of award-winning novels such as The Madams, Men of the South, and London Cape Town Joburg. Nigerian writer Femi Kayode, and Jean McNeil completed the impressive festival international guest list. Kayode won the UEA/Little Brown Award for his debut novel Lightseekers and McNeil is an award-winning author and Professor of Creative Writing at UEA.

Namibian flavours for the festival's line-up were provided by the 20222023 Doek Collective, a diverse cohort of emerging Namibian writers whose works feature in Doek! Literary Magazine. Contributors include Charmaine //Gamxamus, Roxane Bayer, Kay-Leigh De Sousa, Ndawedwa Denga Hanghuwo, Katherine Hunter, Filemon Iiyambo,

Dalene Kooper, and Ange Mucyo. Hanghuwo won the inaugural prize for fiction at the Bank Windhoek Doek! Literary Awards in 2021.

“This gathering of literature enthusiasts of all ages and backgrounds, the first of its kind in Namibia, was inspiring and encouraging to aspiring and established storytellers from the country’s young literary community,” said Rémy Ngamije, Doek’s founder and chairperson. “With Bank Windhoek’s generous support, this exciting but complex festival's planning, organising, and hosting stages were smoothly executed and permitted. Without Bank Windhoek, it would not be possible for Namibia to join countries like Nigeria, South Africa, Kenya, and Ghana, as a country capable of hosting prestigious literary events with national and international attendants and audiences.”

Connecting positive change Dangarembga remarked that it was encouraging to see Bank Windhoek supporting such an initiative. "The arts are civic in nature and seeing a private institution like Bank Windhoek involved in this important project can only bode well for the country," Wanner added that literary festivals are important cultural events that provide readers and writers with means of encountering each other. “Festivals like Aké, in Lagos, Nigeria, are supported each year by a banking institution. In Namibia, this role has been taken on by Bank Windhoekwe would like to continue seeing this support for this festival becoming a staple of the African literary calendar.”

Justice David Smuts, Doek’s patron, also commended Bank Windhoek's generous support. “In a country like Namibia where the arts are underresourced and under-valued, it is crucial that Bank Windhoek’s support for the arts is acknowledged and commended. In supporting this festival and the Bank Windhoek Doek Literary Awards, they continue to make it possible for art and artists to flourish, two things that are essential for our young constitutional democracy.”

Ngamije said the Doek Literary Festival provided fertile ground for conversations about the desperate need to nurture reading, hone one's writing craft, develop the discipline and determination necessary to pursue careers in the arts, and literary funding in Namibia. “One of the things this festival made clear, through the workshops and panel discussions, was that there is nothing wrong with Namibian literature - the issue lies in funding,” said Rémy Ngamije. “Without the financial resources needed to create spaces for ideas and ideals to be exchanged, it is impossible to think about developing a literary culture or community. Bank Windhoek’s support for the 2022 Doek Literary Festival permitted a platform for connection and positive change to be made, and its role in Namibia’s literary present and future cannot be emphasised enough.” The 2022 Doek Literary Festival media gallery is available at festival2022.doek.africa

The Bank scoops second Brand Africa award

In June 2022, Brand Africa, in partnership with TBWA Paragon, recognised Bank Windhoek as the Most Admired Namibian Financial Services Brand. Brand Africa's founder, Thebe Ikalafeng, made this announcement at an annual event in Windhoek to unveil the leading brands in Namibia for 2022. Bank Windhoek also scooped the same accolade in 2021.

Bank Windhoek's Head of Brand Marketing, Carmen-Rae Bridgens, said it is a privilege to receive a second Brand Africa "Africa's Best Brands" recognition. "As a proudly Namibian brand, we celebrate this award with our staff, our customers and all Namibians who inspire us," she said. "It shows that together, we can continue making a positive impact in the communities in which we operate.”

Inspired by the African Union Agenda 2063 toward an integrated, peaceful, and prosperous Africa, Brand Africa was established in 2009 to drive trade across the African continent and grow African economies. In its twelfth year,

the Brand Africa “Africa’s Best Brands” recognition is based on a comprehensive survey conducted by GeoPoll, a pioneer in remote, mobile-based research in Africa, Asia, and Latin America.

Since 2011, Brand Africa has surveyed and ranked the most admired brands in Africa. The rankings are based on a pan-African survey covering over 25 countries which collectively account for an estimated 85 per cent of Africa's population and 85 per cent of the continent's Gross Domestic Product. The results are published annually in a comprehensive cover story by African Business, the award-winning pan-African magazine for business decision-makers since 1966.

"At Bank Windhoek, we appreciate the recognition. It reaffirms the importance of our commitment to journey together with Namibians at every stage of their lives," concluded Carmen-Rae.

Brand Africa’s founder, Thebe Ikalafeng, Bank Windhoek’s Head of Brand Marketing, Carmen-Rae Bridgens, and Brand Africa’s Chairman, Lazarus Jacobs.

THE KINGSTHE KINGS

Windhoek’s Executive Officer of Credit, Eddie King pictured with his wife, Ronja King, and children, Janah and Edward.

Some time with ...

Eddie King's journey at Bank Windhoek started in February 2010 as a Credit Risk Analyst in the Risk Department. He was 25 years old and responsible for implementing enhanced statistical analysis, forecasting and stress testing in the loan’s portfolio. In 2011, he became Manager of the Treasury Middle Office, responsible for risk management, policy and liquidity and asset-liability management optimisation. He then became Head of Analytics and Financial Risk, taking on more responsibility and expanding the function to provide analytical and quant services to departments on both sides of the Bank's balance sheet.

In 2017, Eddie joined the Credit Department as its Head of Corporate Credit, managing the top loan exposures in the portfolio and developing policy, risk appetite and dynamic assessment of the changing external environment. In 2021, Eddie was appointed to his current position as the Executive Officer of Credit. He is grateful to the Bank for the opportunities, adding that it is an inspiring place to work, with warm-hearted employees and good relationships. The Info Magazine caught up with him briefly:

Mention some accomplishments and challenges you have encountered on your journey.

I was delighted to qualify as a Chartered Financial Analyst in 2017. As part of my tertiary studies at Northwest University, I had the exciting opportunity to complete my Master's degree project at Barclays Bank Head Office in London, United Kingdom. I developed a bespoke

loan application model for the Bank's European and African portfolios. At Bank Windhoek, I am honoured to serve on the Board Credit Committee, Board of Capricorn Pension Fund, and Capricorn Group Life Committee.

As for challenges, it is difficult for young professionals to gain the trust and respect of older employees. For instance, I was the youngest person in a meeting many times. It took courage, personal growth, grit, and self-discipline to gain respect and confidence among my older peers.

How would you describe your leadership style?

My style fosters a strong team and encourages collaboration, emphasising adapting to change and incorporating multiple perspectives.

What are your short-term goals and proudest achievements?

I am focused on the Executive MBA at the University of Cape Town's Graduate School of Business. Additionally, I am part of exciting projects and developments at the Bank, which we envisage finalising over the next two to three years. I am proud to have submitted my faith in Christ and become a husband and father of two beautiful, healthy children.

How do you spend your typical day?

I wake up early in the mornings and do my bible studies. I am at work by 07:00, check in with my team and prioritise my daily meetings. The best part of my day is arriving home after work and spending quality time with my family. Currently, I manage my studies and commitments around the family well.

What are your hobbies and inspirations?

I love being active, from cycling, jogging and any active type of sport with friends. It gives me great joy to teach my children all the things in life that are new to them, from cycling, making fires, exploring nature, and explaining science and society. And as most Namibians, I enjoy a good braai with family and friends. Regarding inspirations, I am a Christian with profound moral and ethical views and find my direction and strength in my faith. I cherish my wife, who is a loving pillar in my life.

Briefly tell us about your educational background and current career.

I completed my BSc, Honours, and Master's degrees in Business Mathematics at the North-West University. I was allowed to complete a master's degree project in the United Kingdom at Barclays Bank. After a few years in the banking industry, I decided to enrol as a Chartered Financial Analyst, which I completed in 2014. In 2019, I completed the Senior Management Development Programme through the Univeristy of Stellenbosch Business School, which moved me toward Business Administration. I am currently studying for an Executive Master's in Business Administration at the University of Cape Town's Graduate School of Business.

What is the one thing you would want to tell your younger self?

Always stay true to your character, and be authentic. Explore more of creation and its beauty. Be positive in life and see the beauty all around you. Do not be too hard on yourself, embrace your uniqueness, and enjoy the journey.

Where did you grow up, and tell us about your family?

I was born and raised in the quiet Western Transvaal town of Klerksdorp, South Africa. I grew up in a home with loving, committed, and hard-working parents. One of my best childhood memories is swimming for hours in the sea with friends and my dad. I have a younger brother who enjoys his family and career as an Electronic Engineer. I am married to my wife, Ronja King, for 12 beautiful years. She is a local community pharmacist here in Windhoek. We have two beautiful and busy children, Janah (9) and Edward (6), who are in primary school.

Any other plans?

One of my plans is to finish my studies this year and grow as a leader and pillar in the banking sector. I want to impact the credit banking arena with innovative, strategic, and future sustainability plans supported by analytics and new digitisation opportunities. I want to strategise how to optimise Bank Credit systems to the Namibian people's advantage so our country can thrive. Because I believe Namibia is a country of endless opportunities and potential.

What message do you have for the youth?

Your priority is to give attention to the spiritual aspect of your life through a relationship with Jesus. Find the things to be thankful for in your past and be grateful for the things that are going well today. Have integrity, be authentic, and respect the people around you. Work hard, persevere, and make the best of the time apportioned to you during this short time on earth. Never stop dreaming about what is possible and set yourself goals.

He listens to golden oldies and classical music

He loves spending time with his family. "We have fun together."

He enjoys reading about various random subjects and appreciates gaining general knowledge.

He adores maps and geography and enjoys the outdoors and camping.

He completed the Desert Dash solo. He is a terrible cook.

He has a habit of misplacing things (and not finding them).

Bank Windhoek and Capricorn Group would like to thank the following staff for the service, loyalty and commitment that they have shown towards the company. We appreciate that you have built your careers with us. Thank you for keeping the ship stable and sailing amid all the challenges.

David Nell Banking Services

Ryan Geyser Digital Data and Customer Transformation Department

Jennifer Van Zyl Maerua Mall Branch

Carol-Lee Jansen Micro Finance Branch

David Mutwamezi Katima Mulilo Branch

Elzahn Naude Omaruru Branch

Nadia Diergaardt Okahandja Branch

Otilie Sabatha Marketing and

Samuel Linyondi

Secilia Neshuku Ondangwa Branch Shange Nghiwete

Simon Amunyela Ondangwa Branch

Iyaloo Erastus Maerua Mall Branch

Michelle van Wyk

Branch

Maricha Du Plessis

Claus urges others to somewherestart

In 2005, Claus Stein completed his secondary education at PK De Villiers Secondary School in Keetmanshoop. A year later, in 2006, he was introduced to the banking world when he landed his first job as a teller at Bank Windhoek’s Maerua Mall Branch.

“I never looked back. I wanted to make a success of what I was doing.” Claus’s commitment to his career led to him completing various banking and leadership courses through the University of Stellenbosch.

To get to the top, one must start from the bottom, and Claus’ journey was no exception. And his climb up the career ladder equipped Claus with excellent knowledge of how each department operates in the banking sector.

After his first job as a teller, Claus became a credit clerk at the Maerua Mall Branch, then Senior Credit Officer in 2009. “It is also here that I met the love of my life whom I later married,” added Claus. He held this position until 2014, and an opportunity arose for a move to the Okahandja Branch as a Sales/Credit Manager. After applying, he got the job.

This role meant that Claus was second in command to the branch manager. In October 2021, the previous Okahandja Branch Manager retired, and after applying

for the position, he was successful. He now applies all the knowledge and experience acquired over the years to ensuring that the Branch operates optimally.

Outside the office, Claus enjoys activities with his family and friends in nature, camping and watching sports.

Ten facts about Claus Stein

1. He was born in Keetmanshoop in 1987.

2. He shares a birthday with his mother.

3. He is his parent’s youngest child.

4. He wanted to become a vet when he was young.

5. He loves being outdoors; in nature on the farm.

6. The number “24” is his lucky number. It is the day of the month on which he, his mother and his wife have their birthdays. He also met his wife on a 24th

7. He is afraid of heights but did abseil once.

8. His first job was as an "epi" (newbie) at an engineering company.

9. He started his first job only four days after he wrote his last high school exam in 2005.

10. He is happily married, and he and his wife have a twoyear-old son.

No man is an island, and we need one another.

Born and bred in Windhoek, Sherman De Wee has one elder brother and three sisters; two are older, and the third is the youngest. During his childhood, the only places he would be seen is at home, school or church. "I believe even though our parents were strict, they always had our best interest at heart and prayed for us to succeed in life," added Sherman.

In 2011, he relocated to Lüderitz, where he met his wife in 2012 and married her in 2016. They have three children aged seven and five years, with their lastborn being a month old.

Sherman started his Bank Windhoek journey seven years ago when he joined the Bank as a teller based at the Lüderitz Service Centre. "In Lüderitz, I tried my best to diversify my skill set and not only do what was required but always to go beyond the call of duty as a means of selfdevelopment. In 2016, I filled the vacant Credit Clerk position and acted as Officer in Charge from October 2018 to February 2019,” said Sherman.

In July last year, Sherman was appointed to the position of Senior Credit Officer at Bank Windhoek’s Aranos Branch. As part of his duties,

Sherman is responsible for effective administrative management of the Credit Facilities in compliance with the Bank’s credit policy and procedures and containment of credit risk. The key performance areas are sales, credit and collateral administration, and people management.

In this position, Sherman plans to learn a lot about the agricultural sector to understand clients' needs and assist accordingly. To develop his people management skills and identify areas in both the credit and administration spheres, he intends to upskill himself in line with the Bank’s strategic plans.

Significant accomplishments for Sherman include acting as Officer in Charge at Lüderitz Service Centre and Acting Branch Manager at Aranos Branch, being shortlisted and interviewed for three management positions at Bank Windhoek. Not only were these accomplishments, but they came with challenges he overcame because he firmly believes failure is not final and everyone is destined to succeed. “I was in a near-fatal car accident in October 2020 and soon after learned my mother had been diagnosed with ovarian cancer in February 2021, to which she succumbed the day

Sherman

before my birthday in March 2021. These personal challenges made me realise that we must appreciate our loved ones. It is essential to have an emotional support structure to help you overcome these hardships,” added Sherman.

INFO asked Sherman what advice he would give to aspire the youth. He said, “Having an inner circle of friends and family members you trust offers the necessary social and emotional support to cope with life's stresses and challenges. No man is an island, and we need one another. Heed the advice of the elders and be respectful. Take pride in what you do and remember, whatever you do, do it all for the glory of God.”

A glance at Capricorn Private Wealth

Capricorn Private Wealth (CPW) was established in 2017 to offer private banking and wealth management services in the Namibian market. CPW represents a uniquely Namibian financial services offering, amalgamating the best that Bank Windhoek and Capricorn Asset Management have to offer to create a boutique financial offering. It aims to delight ultrahigh, high net worth, and young professional clients with a fresh, unique, relevant banking and wealth experience. The fundamental pillar of the offering remains the personal relationship with esteemed clients, putting their needs and convenience first.

With regards to servicing, CPW aims to serve the top individual segment of the personal market, together with their associated businesses and ecosystem. It does not compete with other internal business units. Instead, it singles out the top segment, which is highly sought after in the Namibian market.

Moving with agility and continuously enhancing the customer experience is paramount in such a fast-paced environment. The offering is not merely a one-size-fits-all solution. The holistic and unique approach to banking and wealth management rests on a thorough understanding esteemed clients’ banking and wealth needs.

The dedicated team Capricorn Private Wealth has a dedicated, experienced team with specialist skills and expertise to provide clients with advice and service. Private Bankers and Wealth Managers attend to each client’s needs. Professional Service Desk Operators, backed up by experienced back-office staff, take care of administrative matters. The team of dedicated Client Service Managers fulfils a critical support role regarding credit applications and backing up Private Bankers. The Credit and Collateral team are indispensable in fulfilling and perfecting loans and advances implementation.

CPW’s comprehensive banking solution includes the full range of transaction banking products, foreign exchange and financing facilities. Its Visa Black Credit Card, with added benefits such as worldwide lounge access and interest-free credit, is reputable in the market. Wealth creation, preservation and protection are equally important to CPW clients. Consequently, CPW’s services include investment advisory, trust and fiduciary services, insurance solutions and offshore investment options. Suppose there was a one-stop shop taking care of the banking and wealth needs of the top individual and related ecosystem; in that case, this is it: Capricorn Private Wealth.

CPW Management team: from left to right, Credit Manager, Carl van Greunen; Head of Client Service and Operation, Monique Erasmus; Executive Officer of Capricorn Private Wealth, Chris Matthee and the Executive Officer of Private Wealth, Fouché Brand

In July 2022, Bank Windhoek’s Executive Officer of Corporate and Institutional Banking, Lukas Nanyemba, announced a refresh of the Customer Value Proposition (CVP) for the Corporate and Institutional Banking (CIB) segment.

In its simplicity, a CVP is used to differentiate the bank's products and services from its competitors. “We are delighted to announce the launch of the Bank’s CIB marketing journey. This

CIB launches its first marketing campaign

initiative aims to strategically position CIB as a customer value proposition to the market to compete and differentiate itself from other Banks,” said Lukas.

The Corporate and Institutional Banking Division focuses on client relationship management of corporates and institutions, emphasising the ability to initiate finance and complete complex transactions across product classes. The CIB team has the skillset and competencies to provide innovative

solutions to the Bank’s clients’ needs and requirements based on advice from sector and product specialists.

“We are about intimately understanding our clients’ needs and requirements to develop a custom-made banking and financial solution. The Division services the sectors through dedicated Sector Team Leads and Sector-specific Relationship Managers to offer a specialised service to our clients,” said Lukas.

CIB’s niche market positioning is entrenched in its CVP, which strives to realise clients’ business and investment strategies by establishing, developing and enhancing long-term client relationships. The Info Magazine spent some time with the team:

Lukas Nanyemba

Lukas is the Executive Officer of CIB. He started his Bank Windhoek journey in 2006 as an Account Executive within the Corporate Banking Division, after which he became the Regional Executive. Lukas was responsible for the Corporate Regional Offices and the Executive Banking Teams until his appointment in his current role.

Throughout his 29-year banking career, Lukas has achieved multiple accolades. Amongst others, the Stanbic Africa Retail Banking “Star” for his exceptional contribution during 2004 and during 2014, he was awarded an Executive Gold “MD’s Leadership Award “ Category Management”.

Lukas holds a master’s degree in business administration from Maastricht School of Management, specialising in General and Strategic Management which he completed in 2006. In 2019, he completed the Global Executive Development programme at the Gordon Institute of Business Science (GIBS), University of Pretoria.

Grace Mushimba

Grace has been with the company for 13 and a half years, most of it, in the retail banking sphere. She then joined the team at International Operations as a Swift Clerk, after which she ventured further and became the Office Administrator for the Executive Offices.

Grace joined the dynamic team at Corporate and Institutional Banking (CIB) in June 2016 as the Personal Assistant to the Executive Officer, a position she still holds. Grace is currently studying for her Degree in Communication at the Namibia University of Science and Technology (NUST).

André Barnard

André started his banking career with Bank Windhoek in 2000. During his 22year journey, he held various positions in the Retail Banking environment and specialised in the fields of Electronic Banking and Specialist Finance.

For the past 16 years, he honed his skills at Bank Windhoek Corporate and Institutional Banking and currently holds the position of Head of Corporate Coverage. Andre’s qualifications include a Bachelor of Business Administration Degree and various information and communication technology qualifications.

Lizelle Hill

Lizelle brings a wealth of banking experience and knowledge acquired during her 13 years in the banking sector. She served in multiple service-oriented departments within the Bank, ranging from Secretary, Sales Advisor, and Senior Credit Officer to her current role as Relationship Manager.

Lizelle is passionate about serving others and believes any management and leadership position is an opportunity to serve others. Lizelle holds a bachelor’s degree in Business Administration obtained through MANCOSA in 2020.

Ivana Beukes

Ivana started at Bank Windhoek in 2019 after 16 years with First National Bank (FNB). She started at the processing centre at FNB and worked her way up to a Relationship Analyst in the business banking division, where she spent six years.

She joined Bank Windhoek Corporate and Institutional Banking in August 2019, as a Relationship Manager. Ivana obtained her Diploma in Banking Finance and Credit from the Institute of Bankers and is currently in her final year for her BCom. degree in Financial Management through MANCOSA.

Eduan Louw

In 2014, Eduan was awarded a scholarship to play collegiate NCAA tennis and study at Pfeiffer University in North Carolina, USA. He graduated in May 2018 with a bachelor’s degree in Business Administration and Management and a master’s degree in Business Administration, Management and Operations.

While studying, he used the annual summer breaks to obtain business experience through internships and part-time jobs in various industries such as logistics, cloud services, marketing, and merchant services. After six years, he ended his chapter in the USA and moved back to Namibia. Currently, he is a Relationship Manager at Bank Windhoek Corporate and Institutional Banking. His passion for business, excellent communication skills, and his lively personality are part of his skillset he uses to best serve the clients in his portfolio. He is always eager to learn more and plans to study for the Charted Financial Analyst programme.

Louisa Saal

Louisa has more than 25 years experience in the banking industry. She started in the Retail Banking field and had years of experience and knowledge in Collateral, Private Banking and nine years in Corporate and Institutional Banking. Being a Relationship Manager requires a lot of responsibilities and hard work, but this helps her to give her best in whatever she does.

She has an MDP Certificate from the University of Stellenbosch Business School, a Bachelor of Business Administration Degree from MANCOSA and completed various other industry-related courses.

Rouxanne Du Plooy

Rouxanne has more than 13 years banking experience. She started as a teller and moved on to the Collateral field and has a broad knowledge in the specialised and retail banking areas, and eight years with Business Banking.

She is trustworthy, a good communicator, passionate about business and an excellent analytical thinker. She has an Advanced Diploma from the Institute of Bankers and has completed various other in-bank-related training. She always sets goals; the most recent is obtaining an MBA.

Homateni Angula

Homateni is as Relationship Manager. His roles entail relationship management, development and identifying potential opportunities for the Department. Homateni holds a Degree in Accounting and Finance from the Namibia University of Science and Technology.

He also completed a MDP with Gordon Institute of Business Science. He possesses a wide range of knowledge, experience and skills in the banking sector and has worked in this field for the past 16 years.

Harry Kharigub

Harry Kharigub is the Public Sector Relationship Manager. He has 20 years banking experience, with 13 years devoted to Corporate and Institutional Banking. Harry has proven expertise in Relationship Management with an in-depth understanding of Corporate Banking, financial products, risk mitigation and compliance regulations, and a devotion to customer service.

In this role, Harry is responsible for effectively managing corporate public sector client portfolios and offering financial advice and performing financial risk assessments. Harry holds the Certified Associate of the Institute for Bankers in South Africa, where he studied banking and financial trends. He has a Post Graduate Diploma in Business Administration from the University of Namibia and the Senior Management Development Programme obtained through the University of Stellenbosch Business School.

Shali Shindume

As the Head of Public Sector Banking, Shali is a committed professional with a sound academic background, experience, competency, and is a passionate team player. His vast working experience in public and private sectors ranges from operational, strategic, and executive levels.

Shali holds a Bachelor of Accounting from the University of Namibia and a Master of Business Administration in Entrepreneurship from the Namibia Business School (NBS) at the University of Namibia.

Shali is passionate about customer service because happy customers are what makes organisations great. He has an open-door policy toward his colleagues and customers. Shali’ s hobbies include hunting, reading, and traveling.

He believes in teamwork and team development, and that individual values must be aligned to the company they work at to achieve a common goal.

Bradwyn Beukes

Bradwyn has been the Head of Transactional Products and Services since 2020, where he leads and grows transactional products and services in existing and new corporate portfolios.

He has more than ten years’ experience in facilitating digital transformation in banking transactions and services. He has extensive expertise in payments and cards; these include Visa and MasterCard standards. Bradwyn is also well-versed in banking regulations, specifically payments.

Bradwyn is seconded to the #GoBeyond Programme and is excited about the future of Bank Windhoek. He has 22 years banking experience and qualifications in Advanced Business Management, and he completed the Senior Management Development Programme (SMDP) in 2019.

Catherine Fourie

Catherine Fourie forms part of the Transactional Products and Services team and has been in banking for 21 years. She started at Bank Windhoek as a waste clerk in 2000 and progressed to a Relationship Manager at CIB, where she has worked since 2015.

Currently the Manager of Operations, she handles all operational matters at CIB. Catherine has a post graduate qualification in Business Administration and channels any customer related issues through her team efficiently.

Zenovan Nel

Zenovan is a dedicated and loyal employee with more than 15 years banking experience, having held various positions from entry-level to supervisory in the retail and customer service space. Currently designated as a Client Service officer, his expertise and required role make it a perfect fit.

He has completed various courses throughout the years, particularly in the Frontline areas and is also a certified Labour student. Having been involved on multiple committees and platforms relating to employee relations, he truly is a person for the people: customers and employees alike.

Zimantha Goagoses

Zimanta is responsible for Onboarding and Fulfilment and has been providing high end customer service in banking for the past 11 years. She is passionate about people, which allows her to understand client needs and manage their expectations.

Zimantha believes and embodies the Capricorn Way. She is currently pursuing a BComm Law degree.

Harrycio Landsberg

Harrycio Landsberg is part of the Transactional Products and Services team. He holds the position of Manager of Business Development Digital Channels. Harrycio’s responsibility at Corporate is to drive digital channel sales, upselling and cross-selling of eCommerce, iBank/ Bureau, Point-Of-Sale/ Integrated-Point-OfSale (IPOS) and Corporate Credit card. He is also responsible for facilitating the electronic channels’ competitiveness and providing constructive input to determine potential growth opportunities.

Harrycio has 19 years banking experience. He started as a Helpdesk agent in 2002 and progressed into the Digital space as a consultant for Internet Banking and Point-Of-Sale. He then became the Retail Business Owner of Digital Channels and is currently the Manager of Business Development. Harrycio holds several certificates of achievements, amongst these the Payments Association of South Africa (PASA) Certificate, 2019.

Melissa Mouton

Melissa is currently part of the Transactional Products and Services team, assisting with the alignment of processes, marketing collateral and Stakeholder Engagements. She ensures that any card product, new or existing, is tailor-made and ready to sell, backed up with the required training, marketing and internal processes.

Being a representative for the Bank in 2018 on the Payments Association of Namibia (PAN) has cemented her associations with commercial banks in Namibia and Cards Schemes. With a 13-year experience in banking, Melissa started as a Business Development Officer in 2011 and is now the Retail Business Owner of Cards. She is passionate about the payments evolution and continues to upskill on global trends and developments.

Melissa has completed various certificates and training through VISA and the Payments Association of South Africa (PASA). She is currently pursuing her honours degree in Marketing Management through MANCOSA.

Heather Maletzky

Heather is a Graduate Trainee cherry-picked from more than 3000 applications. She is one of eight graduates of Bank Windhoek’s Graduate Development Programme. She is a dynamic, fast-learning, and enthusiastic member of the CIB team. Heather enjoys engaging with clients and learning from them and about their organisations.

She has been part of the graduate programme for nearly 12 months. Heather aims to harness her newly gained knowledge and experience to make a lasting impact at the Bank. She holds a Bachelor of Economics qualification from the University of Stellenbosch and intends to complete her postgraduate education soon.

Emma Kunjwa

Emma has been with CIB since 2009 as a Logistical Support Officer. Since joining the team, she has upskilled herself to contribute as best she can. She fulfils reception duties and assists walk-in clients and is the first person people meet at CIB.

She has a certificate in Office Administration from the International University of Management (IUM), Namibia, and plans on completing her Office Administration diploma in 2022.

Daniel De Vries

Daniel has been in banking for more than 19 years. He started his career in 2002 as a waste clerk and has worked in several departments within the retail space. Daniel has been a member of the CIB Team at the coast for the past ten years. Seven of those years have been as the Regional Manager for the coastal divisions.

Daniel has a B.Com degree and a postgraduate diploma in management. He has also completed the Management Development Program (MDP) and Senior Management Development Program (SMDP) diplomas through the University of Stellenbosch Business School.

Bianca Bock

Bianca joined Bank Windhoek in 2002. She started at Swakopmund Branch as a Credit Clerk: Finance and during her time there, held various positions in different departments and gained valuable experience in credit and portfolio management.

In 2015, Bianca joined CIB as a Relationship Support Manager. Her qualifications include a Bachelor of Accounting Science degree from the University of South Africa and a Postgraduate Diploma in Business Management and Administration from the University of Stellenbosch Business School. She also completed the Bank Windhoek Credit Development Programme.

Currently, she is an MBA Candidate at the University of Stellenbosch Business School.

Leilanie Makatees

Leilanie has worked as a Relationship Support Manager since 2017. Her banking career started at Bank Windhoek in 2006 as a Teller. After that, she held the position of a Sales Advisor in the Sales Department, including as a Relationship Support Officer in the Business Banking Department.

She completed a few courses within Bank Windhoek and obtained a Higher Certificate in Business Management from Regent Business School.

Annemarie Maasz

Annemarie has more than 14 years banking experience. She started as a Finance Clerk in Outjo Branch and later became the Collateral Officer. In 2015, Annemarie joined the CIB Coastal Team as a Relationship Support Officer.

She is an experienced and reliable Customer Service Officer dedicated to helping customers resolve issues quickly and efficiently. Annemarie has a Higher Certificate in Business Management from Regent Business School and has completed several short courses.

Filemon Shithigona

Filemon started his banking career 29 years ago with Standard Bank Namibia. He worked in various departments within the bank and was part of the Accelerated Training Programme for management functions. Filemon completed various course interventions, including credit functions, professional selling skills, credit skills and financials assessments.

He was then promoted to Branch Manager Ondangwa Branch and later became the Manager Business Banking for Northern Region. While at Standard Bank, he also got an opportunity to complete the Stellenbosch University Management Programme. In 2008, he was appointed by Bank Windhoek as Account Executive: Corporate Banking – Northern Office. He is currently a Relationship Manager: Corporate and Institutional Banking - Northern Office.

Gabriel Nembenge

Gabriel has more than 20 years banking experience and has held several positions from Enquiries Clerk, Teller, Sales, Branch Administrator and Credit.

He has worked as a Relationship Manager, Northern Region since July 2010. He has an advanced diploma in Credit from the Institute of Bankers in South Africa and numerous certificates.

Introducing

People Development

In June 2022, Bank Windhoek's Executive Officer of Human Capital, Retuura Ballotti, introduced the People Development function, previously known as the Learning and Development department. She said People Development is here to guide the banks' employees to become well-rounded individuals who can thrive personally and professionally.

The People Development function will have an awareness campaign titled “Take your next step,” focused on why the organisation has repositioned its value proposition from “Learning and Development”

to “People Development”. The campaign will highlight that People Development is a channel for overall 360-degree growth and that it is a never-ending process. The messaging reinforces Awareness, Desire, Knowledge and Action, highlighting the commitment to the values of being Open, Dedicated and Inspired to unlock human potential and drive the organisation forward. "Our goal is to empower everyone who can learn, grow, and lead in the organisation to see training and development as an opportunity to better themselves in their roles and lives, thus impacting and propelling the organisation forward," said Retuura. Info Magazine spoke to the People Development Team:

Aune Ndemunonga Vilho Training Facilitator: Specialist Finance

Aune’s banking career spans over 14 years. She worked at the Vehicle and Asset Finance branch for seven years and seven years in her current role as a facilitator in the Specialist Finance environment. Aun'es is also multi-skilling in the Credit and Collateral departments.

She holds a Postgraduate Diploma in Business Management (2020) from MANCOSA and a Bachelor’s degree in Business Administration from UNAM, majoring in Banking and Finance (2007). During the Covid-19 pandemic, she felt it was important to equip herself with new knowledge as the focus moved from traditional face-to-face training to an online environment and completed a Certificate in Developing and Teaching Online Content (2020). She also completed a Certificate in Occupationally Directed Education Training and Development (2017), which focuses on training facilitation, moderation and planning. She also completed various short external and internal related courses within the Bank.

Mahatma Gandhi says “Live as if you were to die tomorrow. Learn as if you were to live forever” and this is my take on life and learning.

Hillmar Blom Facilitator: Foreign Exchange, BOPCUS and Systems

Hilmar has been a crucial member of the People Development team since 2018 with a wide range of responsibilities which include ensuring that training interventions effectively and efficiently address the skills needs of staff. He served as the acting manager of the department in 2020.

He has also worked as the Head of Human Resources Development and was responsible for Health and Safety at Pupkewitz MegaBuild. He was a supervisor in the Standard Bank Foreign Exchange department before joining Bank Windhoek in 2007 as a Facilitator. Hillmar is a Certified Management Coach, a qualification he obtained through the University of Stellenbosch

Florence Ngarizemo Training Reception & Office Administrator

Florence fulfils several critical administrative and budget-related functions within the People Development Department and oversees the training database. She started her banking career in 2013 as a teller at Bank Windhoek in Otjiwarongo. She worked as a Sales and Acquisition Clerk for Bank Windhoek’s Specialist Finance Division for three years before leaving to work at the Retail Affluent division, Old Mutual.

Florence has since returned to Bank Windhoek and has been part of the People Development team for the past two years. She is a quick learner and very goal orientated. She has a Bachelor’s degree in Business Administration, majoring in Banking and Finance, and a Bachelor of Law Degree from the University of Namibia.

Chaldun Van Wyk Training Facilitator: Teller/Products

As a member of the People Development team, Chaldun is responsible for providing efficient Teller, ATM, Credit Life Insurance and System training. He supports business with new projects and training. He started his Banking career at Cash Centre as a cashier and then as an ATM custodian. He then moved to Kudu Branch as Head of Cashiers and Administration before joining Bank Windhoek Card Department and Point-of-Sale Devices. He then became interested in training and development.

Training is his passion and working with people, sharing knowledge and at the same time gaining knowledge means so much for him. Through Capricorn Group, Chaldun has completed numerous internal courses, including the Bank Windhoek Management Development Programme. Learning is so important for him, that he successfully completed a National Diploma in Educational Training and Development Practices (ETDP.SETA), Level 5. These achievements lead him to become a great facilitator serving the group with the Slogan "Learn - Lead and Grow”.

Donovan Snydewel

Senior Training Facilitator: Credit/Collateral

Donovan is an experienced Training Facilitator with a proven track record in designing, developing, planning and delivering training interventions. He is passionate about training and believes that all people have the power to learn something new every day. Donovan has been with Bank Windhoek since 2004, where he held several positions within the Retail Banking and Specialist Finance Divisions.

He is a certified Educational Training Development Practitioner (ETDP) and holds a Post Graduate Diploma in Business Management as well as a National Diploma in Accounting and Finance obtained from NUST. Donovan is currently working towards completing the Certified Banking and Credit Analyst certification through the Corporate Finance Institute.

Ruusa Shimanya

Facilitator: Sales, Customer Service & Products

Ruusa has been with the Bank for more than 13 years. She worked in retail banking for 11 years and has been a valued member of the People Development Department for the past two years as a Training Facilitator: Sales, Customer Service & Products. Her role has grown to include the management and coordination of all soft skills, sales, and service training.

Ruusa has completed several short courses with the Bank, and has an Advanced Diploma in Banking, Finance and Credit from the Institute of Bankers, a Higher Certificate in Management from Stadio and is currently busy studying towards a bachelor’s degree in human resources with Stadio.

Rochelle Snyders

Consultant Learnership Schemes

Rochelle has more than 12 years banking experience. She started in the Collateral field and has a broad knowledge in the specialised and retail banking areas, as well as seven years at Human Capital.

She is trustworthy, a good communicator and an excellent analytical thinker. She has a B-Tech Human Resources Management Degree from the Polytechnic of Namibia and a Human Resources Management Honours Degree from MANCOSA and completed various other industry-related courses, from VIP payroll, Initiating and chairing Disciplinary Hearings, to “how to handle courageous and tough conversations within the workplace”. She also completed Microsoft Word, Microsoft Excel and Microsoft Powerpoint training.

Louretta Louw

Head: People Development

I am Louretta Louw, Head of People Development in the Human Capital Department and responsible for shaping, directing, executing, managing, controlling, and supporting the organisational People Development and Learning strategy. I am responsible for devising the overall people development strategy for the organisation and its employees, and show a commercial return on investment.

My work experience spans over 34 years and includes more than nine years of experience in market and customer value proposition development, customer strategy, customer and employee experience and customer service development and management in the Banking and Insurance sectors of the Financial Services industry. My expertise includes heading up the Client Services Department of a large insurance company, market research, customer analytics, extensive brand and stakeholder engagement, customer and employee journey mapping, project and change management, digital strategy development, treating customers fairly (TCF) and customer data governance and sanitisation. I did work for and supported my peers and counterparts in many African countries including; Namibia, Botswana, Zimbabwe, Zambia, Kenya, Nigeria, and Malawi. Having had this exposure, I developed a deep love for Africa and African cultures, and I strongly believe in achieving success through inclusion and diversity.

I had the privilege to lead a big sales organisation with a large branch network of 43 branches with over 186 staff members, a team of 12 direct sales representatives and a technical team within the ICT industry, working across commercial, SME and retail customer segments. My experience in the ICT industry revolves around the co-creation of ICT solutions in collaboration with technical engineers and customers in building wide and local area networks, selling fibre, broadband and mobile solutions, automation of exchanges, general telecommunication services and developing sales and customer service performance management models for retail branches. Exposure to hardcore sales taught me the importance of "authentic sales" and I learned the skill of resilience the hard way, sometimes travelling up to 20,000 km per month to close sales deals and secure revenue of over N$500m per annum for my employer.

I am qualified in both Marketing and Sales management, ROI Certification and successfully completed leadership programmes such as the Management Development and Senior Management Development Programmes with the University of Stellenbosch, Global School of Business and Franklin Covey. I had the privilege to be upskilled in social media marketing through a training course that I attended in Boston, Massachusetts in the United States of America.

Outside of work I am a mother of two adult children. I am a dog lover and love landscape photography. I bought myself a 4X4 vehicle, enjoy outdoors and camping and travelled Namibia extensively. For sport, I swim and obtained my gold qualification in life-saving when I was still a bit younger. I find my inspiration and motivation in doing part-time ministry work.

My motto is: “The greatest job satisfaction is a happy customer, it does not matter if is an external or an internal customer." Creativity kicks in when I can brainstorm on how one can create value for customers and employees and that is why I am grateful for the opportunities that I had in my career and for heading up the People Development Department. These opportunities filled me with knowledge and experience and a true appreciation of how one can only achieve success through great teamwork.

Focus on sexual harassment in the workplace

By Junior Industrial Relations Consultant and Gobeyond Employee Relations

Sexual harassment in the workplace increases absenteeism, leads to high staff turnover, and lowers workplace productivity and job satisfaction. Yet sexual harassment at work remains pervasive and underreported, and neither legislation nor market incentives have been able to eliminate this scourge.

Sexual harassment includes unwelcome sexual advances, requests for sexual favours, and verbal or physical harassment of a sexual nature. The perpetrator can identify with any gender and have any relationship with the victim, including being a direct manager, indirect supervisor, co-worker, peer, or colleague.

There are four types of sexual harassment:

Verbal or written

• Making remarks of a sexual nature about a person's clothing, personal behaviour, or body.

• Asking sexually explicit questions or making sexually explicit statements, jokes, or anecdotes.

• Requesting sexual favours or dates.

• Spreading rumours about a person's personal or sexual life.

• Coercion of sexual activity using threats of punishment, and

• excessive and unwelcomed flirting.

Physical

• Impeding or blocking a person’s physical movement.

• Inappropriate and unwanted touching of a person or their clothing.

• Other inappropriate touching includes unwanted kissing, hugging, patting, stroking, or rubbing.

• Playing music with offensive or degrading language.

• Purposefully brushing up against another person in an inappropriate way.

Non-verbal

• Looking at a person suggestively.

• Making derogatory gestures or facial expressions of a sexual nature.

• Frequently and purposely following or standing too close to a person.

• Whistling or staring at someone in a sexually suggestive or offensive manner.

Visual

• Displaying sexually suggestive objects, pictures, cartoons, posters, calendars, or computer screens.

• Showing other people sexually suggestive text messages or emails.

• Sharing sexually inappropriate images or videos, such as pornography, with co-workers.

Now let us explore and answer frequently asked questions:

Must the perpetrator of sexual harassment hold a more senior position than the victim?

No. Sexual harassment is not limited to any hierarchical system. It can be perpetrated by a co-worker, a supplier, a client and even by a subordinate on a superior.

Must the conduct be unwelcomed for it to amount to sexual harassment?

Yes. There are several ways that an employee can indicate that sexual conduct is unwelcome. An employee may suggest that the sexual behaviour is unwelcomed, either verbally or nonverbally. This includes behaviour such as walking away or not responding to the perpetrator. When an employee has difficulty telling the perpetrator that the conduct is unwelcome, they may seek the assistance and intervention of another person such as a co-worker, superior, counsellor, human resource official, family member or friend.

What if the victim previously welcomed the sexual conduct?

The fact that the parties may previously

Lead, Paula Ackermann Kemp.

have welcomed or participated in the conduct does not mean that it remains acceptable behaviour. An employee is not disallowed from lodging a sexual harassment complaint against a perpetrator when the attention becomes unwelcome, even if the employee was previously in a relationship with the perpetrator.

Can sexual harassment be perpetrated virtually?

Yes. Technology has not only enabled remote working but has also introduced new forms of sexual harassment. Where the harassment satisfies the definition of sexual harassment, irrespective of the fact that it is perpetuated virtually, the conduct will still constitute sexual harassment. Examples of virtual sexual harassment can include an inappropriate dress code during online meetings, online stalking, forcing employees to attend video calls after hours, making personal remarks on a colleague's social media, sending inappropriate or sexual memes and other multimedia material online and sending inappropriate emojis or messages online.

What to do if you are a victim of sexual harassment

You must report the sexual harassment to Human Resources, where it will be addressed as a serious and confidential matter. The Human Capital’s Wellness Department will also offer support and services as needed. According to the Group’s Disciplinary Policy and Code, sexual harassment is a dismissible offence depending on the seriousness or level of harassment.

The onus rests on the complainant to complain. Remember the words of Alex Elle, author and creative living advocate, "You are not a victim for sharing your story. You are a survivor setting the world on fire with your truth, and you never know who needs your light, warmth, and raging courage."

How can banking innovations empower Namibians

By Bank Windhoek’s Head of Digital, Data and Customer Transformation, Ryan Geyser.

There is a concern that financial institutions, in general, are forcing innovation on customers and are not being mindful of the needs of all Namibians. This discourse attempts to demystify common misconceptions regarding banking innovation.

Myths of digital transformation in Namibia

Some believe that innovation is an exclusionary process that leaves many behind. In the past, the global banking sector has been at fault for digitising analogue processes and specific tasks and calling it innovation. This approach did not sufficiently harness the power of innovation to put the customer first. Thus, it is understandable that people forced to change their banking habits felt excluded.

A report by Deloitte Digital, “Digital banking redefined in 2021”, found that digital innovation represents an avenue to create opportunities that build trust through intimacy, relevance, and perceptiveness. This means that the main objective of financial institutions to replace the processes and services customers use and enjoy is not just to save costs. Instead, there is a drive to create new and innovative ways that enhance the banking user experience and, in turn, put the customer first no matter where they live.

The digital transformation leaves rural customers behind

In February this year, Michael Carter from the University of California, Davis, and Elinor Benami of Virginia Tech published a study addressing the role of digital technology in the future of rural microfinance. The study asserts that emerging digital technology such as mobile money can transform

rural financial markets, especially in developing countries.

In 2017 M-Pesa launched a mobile money service in Kenya. Shortly after, the business extended its services to reach remote rural areas underserved by traditional banking institutions. Through fundamental technological innovation and modern problem solving, M-Pesa increased financial access throughout east Africa by creating customer-centric experiences.

Digital channels have the power to include more people in the financial system than ever before. It allows people to access their money and bank and complete specific tasks anytime. As we transform digitally, Bank Windhoek also recognises the importance of its physical footprint, namely ATMs and branches, and the fact that these need to be repurposed. We want our branches to transition into a place for value-adding interactions, like advising customers on the right product, investment education or structuring the appropriate loan structure for clients. We will digitally enable our branches with innovative and data-driven solutions to make the branch journeys as seamless and intuitive as possible. ATM functionality is constantly being enhanced to expand banking services such as installing contactless-enabled features across cash-accepting ATMs.

Digital transformation is not for Namibia

In 2016 the World Bank introduced the Digital Adoption Index (DAI), which measures countries' digital and technological maturity. On a scale of 0-1, Namibia recorded 0.38. The Central African Republic has the lowest score of 0.15; South Africa, 0.63; and Botswana

has 0.47. The DAI is measured across three areas; people, government, and business. Namibia's sub-index score for business is 0.50, for people is 0.33 and for Government is 0.31. This index was compiled long before the COVID-19 pandemic. These figures show Namibian businesses outpacing the country’s people regarding digital adoption. There is a high need for Namibian businesses to educate the public on the importance of digitalisation and its positive impact on customer service.

In the World Bank's World Development Report 2016: Digital Dividends, the DAI highlighted the difference in adoption rates between countries. The report aims to help people understand how digital innovation can increase growth, jobs, and services. It illustrates how digital technology drives innovation and efficiency, puts the customer first and enables banks to better interact with customers.

Namibia is a unique country, and innovation may differ from anywhere else. We must keep this in mind as we champion a customer-centric approach to banking innovations that improve Namibian lives. These changes may happen through Internet Banking, Mobile App features or less modern technology like USSD banking.

As Connectors of Positive Change, we believe innovation and digital transformation provide a unique opportunity to enhance customer relationships. It can include more Namibians in the financial system and empower them to reach economic prosperity as we journey towards a brighter future for all.

Talking strategy

By Capricorn Group’s Strategy Analyst, Johanna Amadhila.

What does strategy mean to an organisation?

Strategy is an organisational commitment to pursue an array of choices about what to do and what not to do to better compete in the market. Strategy sets the organisation's direction and involves setting specific goals and objectives to create value for the business. It highlights the use of capabilities and resources in delivering value for the organisation.

Why is it important to measure the performance of an organisation?

Measuring performance gives a transparent view to management on whether the goals and objectives are achieved or not. In driving the execution of the strategy and performance improvement, it is essential to define strategic metrics. Every organisation should have a comprehensive set of strategic metrics related to customer,

operational, financial, and social performance.

How do we determine whether an organisation’s goals and objectives are met?

Every organisation needs two sets of measures: one for tracking the progress of the strategy and the other for managing daily operations. There must be a clear distinction between operational and strategic measures because, in most cases, many companies confuse the two. An organisation should have a balanced, comprehensive set of measures that reflect holistic performance. Those two should be linked and aligned.

Does an organisation’s success depend on financial measures?

Many organisations fall into the trap of only measuring what is easy and where they conveniently have data to capture. There is a need to resist such temptation and spend time thinking

about what measures are significant to the organisation's success.

Too often, organisations track only financial performance and other operations-related measures. There is a need to have standards that address performance in financial aspects and other areas such as the marketplace, leadership and governance, customer, and workforce. Tracking a balanced set of performance measures in those areas gives a complete picture of overall organisational performance.

Tips to consider when measuring an organisation’s performance

• Be clear on what to measure.

• Define clear, measurable, and realistic measures.

• Build and utilise quality data.

• Be clear on who is accountable for the actual performance.

• Based on the outcomes, develop an action plan.