UBA Culture Playbook “A Tribe on a bold mission”
Welcome to the Tribe! Every day, each of our Tribe members contributes to the Bank’s growth, ensures that we offer sophisticated and high- quality products, and gives full support and service to our customers. Without our team coming together for one purpose, there would not be the success, growth, and culture that we are very happy to experience. We are a tribe on a bold mission and this book is dedicated to our intelligent, hardworking, innovative and fun-loving Lions & Lionesses. We thank you for living our core values and trust that this Culture playbook will further reinforce “Who we are and Who we aspire to be” Page 2
Kennedy Uzoka GMD’s Message GMD/CEO Page 3
Just like attracting customers is much easier with a great product, Amazing people are more easily attracted with a great culture. Page 4
What is Culture? It is a set of shared belief, behavior and attitude we bring to work every day which is core to who we are – in listening, caring, engaging one another, keeping promises, and respecting differences. We obsess over Culture! we Walk the talk, Recruit the best, Develop for future and release smartly. Our best people don’t just fit our culture, they further it. Our Culture is built on 9 pillars that aligns with our core values, and designed to enrich our Mental, Physical, Personal and Professional selves. It's all part of our long-term vision to deliver happiness to the workplace. If vision is where we are going, our cultural pillars are what ensure we get there. It is our collective responsibility to understand it, internalize it, live it reinforce it. Page 5
Our Culture Code Our Culture is an embodiment of our Persona (Core values - 3Es, Personality – G.R.I.T.T.Y & Looks-A.P.T) and the Cultural Pillars (C.T.C - I.D.E.A.S) Our Persona • Core Values - 3Es Enterprise - Excellence – Execution – We live by our 3Es credo • Personality – We are GRITTY in nature • Growth Mindset With a Growth mindset, we enjoy challenges and strive to learn • Resilient We lead change effectively to remain relevant and competitive • Innovation We are curious, Innovative and always challenge the status quo • Technologically savvy We embrace Technology to work smarter • Tolerant We are sensitive and Tolerant of one another • Youthful Being Youthful is all about Vigour & Agility • Looks – We are APT in appearance • Appearance Our physical appearance projects the UBA brand • Poise My carriage communicates confidence • Tone We are conscious of my tone when engaging verbally Page 6
Our Culture Code Our Cultural Pillars – “C.T.C” “I.D.E.A.S” We have a culture that is Customer Centric, we Trust one another & Celebrate Ideas Customer Centric We are remarkable in delivering customer service Trust Trust is the highest motivator it brings out the best in our people Celebration We recognize and celebrate our Heroes and She-Roes Inclusive We are culturally sensitive and inclusive Diverse We celebrate Diversity Empowerment We empower to increase the autonomy and self determination in people Agile People are what make organizations agile Socially Responsible We give back and We touch lives Page 7
Our Culture Code Actions we encourage • We LOVE people with HEART • Be a TEAM PLAYER and foster COLLABORATION • Embrace calculated RISK and OWN your MISTAKES • Treat people with RESPECT their FEELINGS MATTERS • Focus on waste cutting – SCRAP Page 8
Page 9
Our We live by our 3EEEs credo, We are GRITTY in nature and APT in appearance Page 10
Our core values reflect our commitment to consistently deliver excellence service We take proactive steps to enshrine it in the hearts of our employees. Page 11
See yourselves as the ENTERPRISE customer and give them what you would have • Own The Task expected and even • Go The Extra Mile, Solve more…KU Problems • Show Initiative • Break Barriers • Be Innovative
EXCELLENCE • Be Responsive and Passionate • Surpass Customers’ Expectations Always • Maintain Quality Standards • Be Meticulous, Make it simple Always • Be Professional, Integrity, Friendly and Genuine
EXECUTION • Get It Done • Get It Done Now • Get It Done Very Well • Always Have The End In Mind …TOE
Our Personality is GRITTY Grit is staying in the game when others would have dropped the ball and left the park! Page 15
Growth Mindset Positive thinking is more than just a tagline, it changes the way we behave. Be Passionate about learning; Embrace new challenges and always act with Integrity.
Growth Mindset In our customers, we consciously want to see complaints not as a burden but an opportunity to improve and deliver service. We believe nothing is impossible even as the word itself says ‘I’m possible’! Work through problems., Don't miss a chance!, Have courage, Do your best! , Keep learners in mind, Apply Yourself.
Resilient • Make connections • Avoid seeing crises as insurmountable problems. • Accept that change is a part of living • Move toward your goals
Resilient • Take decisive actions • Look for opportunities for self-discovery • Nurture a positive view of yourself • Keep things in perspective.
Innovation This is who we are. We, think simple, own the task, and never stop looking for ways to make banking simpler, smarter and better. We are Audacious, and not afraid to challenge the status quo. We innovate to eliminate waste.
Innovation Our people are the heartbeat of the Bank It is PEOPLE who create great ideas and PEOPLE who solve problems. We don’t want to tell our people to be innovative, we let them be smart creatives and they are innovating like crazy. We ask how, why, and what else? We would not take NO for an answer… And we haven’t yet started… Never rest until the job is done!
Technologically Savvy We are Digitally Curious; and embrace technology to work Smarter • As a technologically enabled bank, data is the new oil, don't just make an opinion be data-driven. • Leverage on Technology to collaborate
Technologically Savvy A stable platform is the vote our customers cast every day about our Bank. This shows us how well we meet their needs, earn their trust, and grow our market share. Kudos to our Tech Talents for creating great experience. “The Technology you use impresses no one, The experience you create with it is everything” Sean Gerety
Tolerant • Be willing to accept feelings, habits, or beliefs that are different from yours • Always seek to understand first, then to be understood
Youthful • Have an open mind, prepare to consider anything, wholly without prejudice. • Approach your work with youthful vigour and enthusiasm • Unlearn, learn and relearn • Always stay updated and tuned in • Be enthusiastic about new ideas, seize the moment and keep innovating
We promote our APT values Appearance… Poise… Tone…
Appearance Poise Tone • I take pride in • My carriage • I am conscious of how I look; my communicates my tone when physical confidence engaging verbally, appearance in writing or via projects the UBA • I am socially social media brand positively aware of my environment • I communicate • I wear a smile all respectfully and the time sensitively
Our Cultural Pillars drive expected behaviour Page 28
Customer Centric We are unapologetically Customer Centric. Because we are fiercely result-oriented, we will take 1001 STEPS until we get to the desired outcome. We believe in excellent service and that is why we are in the hearts of our customers. ”Keep putting the Customer 1st” We value all our customers and this is a strong part of our culture.
Customer Centric Let’s strive to put the magical touch in everything we do to create a symbolic service experience for our ‘Employer’ – the Customer”… KU One way we balance this is to have a guiding goal that serves the mission. Our guiding goal is delighting our customers. Focus on the customer. Stay close to them, be yourself, and be a team player. Service against all odds summarizes our service mantra. Excellent Services… Delivered.
Trusting The glue of life – It is the lubrication that makes it possible for us to work. When we build the DNA it unlocks new and unimagined possibilities. We build Trust with consistency. Be impeccable with your word… Say only what you mean and
Employees are encouraged to Trusting speak openly, resolve conflicts and create a positive work environment. Speak with integrity, Trust keep your promises, and be the kind of person that others can trust. It takes Years to build up trust, and only seconds to destroy it. When we promise, we deliver!
Celebration Celebration & caring have become our way of life. A good laugh is sunshine in the house. There are victories all the time, we strive to celebrate every one of them and won’t stop at that Because we know that to ask for a hand, we need to touch a heart. We recognise, acknowledge and support our employees for a job well done.
Celebration Making the workplace fun and workforce happy have become our new normal. When you make people happy, it comes back to you. One important thing we reinforce among our people is that People matter. We value and respect one another and we have a ton of fun doing it. Being warm, welcoming and humble towards our colleagues makes the difference. We want to listen, show genuine concern and be generous in thoughts towards others. Creating a culture of celebration is a sound business move
Inclusive We particularly remember and re-enact that We are One People, One Bank – “Unity is strength. When there is teamwork and collaboration, wonderful things can be achieved” Mattie Stepanek We don’t just value difference, we seek them out and invite them in. Cultural discrimination is not tolerated..
Diverse We celebrate Diversity in our Tribe and take pride in the many cultures and gender represented in our workforce. We leverage on this in anticipating and meeting the needs of our customers Our Lions and Lionesses speak at least three of the major languages in the world; English, French and Portuguese, Language is not a barrier. We placed a high value on language learning. Diversity is like an Asset and Cultural discrimination is not tolerated
Empowerment We design measures to increase the degree of autonomy and self-determination in our people through; • Open communication and trust between supervisor and subordinates • Let go of some control • Decentralize power and management • Build capability to execute the task or decision • Love what you do and feel free to recommend change
Agile People are what make organizations agile, so we are Open Minded, and understand that Vigour & Agility cuts across generations Success is no longer about changing strategies more often but having the agility to execute multiple strategies concurrently. Speed, agility and responsiveness are key to our success
Agile We believe that progress takes place outside of our comfort zone…TOE hence we NEVER stop but strive to constantly rethink, reinvigorate, react, and reinvent... We don’t just work hard, We work intelligently We know we need to be ready to make tough decisions, pivot quickly and act decisively so we smartly separate what must be done well now, and what can be improved later…
Socially Responsible Giving back & Touching lives is our Corporate Identity. As a Bank, we are committed to the socio-economic betterment of our communities. We always strive to create positive, lasting impact through our Business practices, operations, philanthropy, and community engagement.
Socially Responsible Our people understand that small efforts can make a huge difference in our communities By touching lives we imbibe the spirit of giving amongst our employees
Actions we encourage It starts with you. if not you, then who?
We LOVE people with HEART Humility • Predisposed to action Empathy • They just do things Adaptability • Sense of ownership Remarkable • Are resourceful • always looking for Transparency leverage Listen and engage Overlook unintentional errors Volunteer to help & support one another Empathize with colleagues & customers
Be a TEAM PLAYER and foster COLLABORATION Team Player Collaboration Take a share of the blame as well as a share The most valuable asset we want to have of the credit. in our organisation is the word WE not I. Love helping people. We believe in winning and doing greater things together. Inspire and motivate rather than intimidate We intentionally create opportunities and and manipulate. space for working together and sharing ideas Believe wholeheartedly in yourselves and the organization. We gain power by sharing knowledge not hoarding.
Embrace calculated RISK and OWN your MISTAKES Risk Taking Owning mistakes If you take risks all the time or none Everyone makes mistakes, even of the time, you fail. when we do, we are learning to see it as an opportunity to correct We don’t take reckless risks. We and develop, rather than an embrace calculated risks as an occasion to sanction or dress important step in reaching our down. potential. We embrace mistakes as opportunities to learn and start again with experience
Treat people with RESPECT their FEELING MATTERS Respect Your feeling matters Regardless of tenure, position, pay Your voice matters! We believe in our grade, or personal opinions, we treat people and we acknowledge one another with respect. everyone. We embrace and respect power of the We listen with interest, care & deliver individual. happiness. “Knowledge will give you power But We want a tribe who feels safe to character respect” Bruce Lee challenge the status quo in an “Respect is a two-way street, if you want to get it, you’ve got to give it.” atmosphere that respects R.G. Risch individuality. We will focus on \"what went wrong\" and not \"who did it\".
Focus on waste cutting - SCRAP Process Improvement Stop generating unused reports Cancel unproductive meetings Remove unnecessary rules Automate manual processes Prune extraneous processes
We are a family united by a single, shared One UBA mission. It’s our ability to work together that makes our dreams believable and ultimately, achievable. For this purpose, we made 4 commitments to our people ➢ Opportunity for a great start - shine from day one ➢ Opportunity to be involve - Work as a team ➢ Opportunity for growth - Support to perform optimally ➢ Opportunity for YOU - Recognise, Celebrate & Reward We are united by One Bank, Powered by You.
B L I ON E S S P S H OW I N N I A T I V E M D T G I T X L WO R E S S Z X I N K I A P I O E U T R GO T H E E X T R AM I L E Q Q N W R F F J G T W We are energized by Y N E N X T D A M J F R J E I T T V T T B GH MH our favorite phrases; in the way we work, L L C U S T OM E R I S O U R E M P L O Y E R H B provide service E T Q Z L D R W L P N B R V T AA L O O V T D GG and interact. T MMDW E S P E A K S Z F I C B B T B D I L G R Y B A F E E Z X B N Z X L G UHH P R E U T WD E O V K X A Y L M F G D O I T N OW T G B T D T U A U X E CCM K I D H B X F X DN P P K M DOD B T RM I K T T R H S QMA C H T E A C H P F NMA P F S T T L G O J L T E Y O T T E AC HON E N S L I P S R O G P K H O E UWC M N p W J N C B E H A NQ I W N D B L B E I NNOV A T I V E K U Q U C GXMD E Z EM T T UQR I M I T L D R E ERPE R N P Y H T E J E K B MO T G E T RYL T E X B R EAK BAR R I E R S LO S K E B A S K Y S WN Z T J B R K V MO R L M KW DGQMG H B M P R MCA L L I T A T R I B E B O OX MG A U MQO S I G S MG H O K L Q E B A MR T MCHA L L E NG E T K E A T A B O R R G S P K H L GO J L J F S U T HWX G P K GOM J F G H B EMP K HO T Y I DHV S N E E R I ROH H E I N T A L K I NGH V J E S T A T U S QUO B W X U O T P L AC E T O EO R KM T Q I T B T R I B E T D
Al'adu Iri-iri Empoowering Versatility Talent hub Fast-paced Diverse Innovative aring Evolving Confiável Supportive Team spirit Agile 101% Service focused Results-driven A fun place Inclusiv Bold ForteZero Tolerance Digital Collaboration Dynamic e Challenging Conduzido Awesome colleagues Promising My UBA in one One Tribe P ofessional Sûr ótimo word/phrase Ingantacce Dynamique Performance driven Multicultural
Search
