Tawanda Nyambirai Takes the Hit—And Raises the Bar...

Tawanda Nyambirai Takes the Hit—And Raises the Bar for Banking in Zimbabwe

ZimNow Business Desk

In an era where Zimbabwean bank executives are more likely to hide behind compliance officers than publicly confront customer frustrations, Steward Bank Chairperson Tawanda Nyambirai is doing something few in the sector have dared: owning up — and paying forward.

In a candid and widely shared post on X, Nyambirai responded to a brutally satirical Bus Stop TV TikTok clip that lampooned the user experience of some of Steward Bank’s digital platforms. Rather than dismiss the video or threaten legal action, Nyambirai leaned into the criticism.

“I am sure they expected me to come out holding my law book tasers. But I own up,” he wrote.
“We will be carrying out third-party evaluation and certification of all our existing tech platforms… The customer touch points must deliver memorable experiences.”

Beyond words, Nyambirai committed to tangible incentives:

$1,500 for a customer service star at the Avondale branch, if Bus Stop TV can identify her.
2.5% of the bank’s shares set aside to reward employees who excel in customer service, through a registered trust.

It’s a bold move — one that signals not only humility but also a blueprint for a new kind of banking leadership in Zimbabwe.

The Elephant in the Banking Hall: Service vs Super Profits

Zimbabwe’s banking sector is often criticised for its high fees, sluggish innovation, and poor customer relations — all while posting record profits. In a country where the majority of transactions are now digital, banks have become utilities as much as financial institutions. Yet, few have treated their platforms with the urgency or empathy required to serve the evolving needs of Zimbabweans navigating inflation, currency switches, and fintech fatigue.

Many bank apps crash. USSD codes time out. Customer queries go unanswered for weeks. Yet executives remain aloof, insulated by quarterly earnings and regulatory buffers.

This is why Nyambirai’s move matters.

He is not just defending Steward Bank. He is challenging the sector to rethink leadership, own failures, and invest in real user experience upgrades, not just PR campaigns.

Steward Bank: A Mixed Tech Legacy — But a Bold Future?

Naymbirai openly admits that the many fintech products put out by Steward Bank have met mixed fortunes. Some products have thrived. Others, not so much. But Nyambirai’s willingness to audit the architecture, demand international standards, and reward frontline service staff hints at a neobank ethos — one that prioritizes trust, usability, and transparency.

Not Just Applause — But Accountability

Nyambirai's invitation for the public to report tech failures and seek recourse — including reimbursement for financial loss from negligent service — is both radical and necessary.

“We will make good any direct financial loss you may suffer as a result of the preventable and negligent malfunction of our products.”

This is the kind of open-door accountability Zimbabweans deserve, not only from Steward Bank, but from all banks entrusted with their hard-earned funds.

In an industry that’s too often about fees over feelings, Tawanda Nyambirai’s response offers a masterclass in responsive leadership — one that’s bold enough to face satire, humble enough to admit missteps, and visionary enough to reward frontline excellence.

As Zimbabwe’s banking landscape evolves, it will need fewer ego-driven executives, and more service-driven reformers like Nyambirai.

Want to weigh in?
If you’ve had a Steward Bank experience worth noting — good or bad — or would like to nominate someone for their outstanding service, let Nyambirai know on this post: https://x.com/tawandan1/status/1944108319502663762