Strathmore Global Institute – Tanzania Trains NCBA Relationship Managers in the RM DNA Programme

Last month, the Strathmore Global Institute – Tanzania trained NCBA Relationship Managers in the NCBA RM DNA Programme, a customised programme designed for Relationship Managers at NCBA Bank Tanzania.

Held between 10th and 12th August 2026, the three-day programme equipped participants with practical insights and tools to strengthen customer relationships, drive relational growth and build their effectiveness as trusted advisors. Through sessions on customer obsession, emotional intelligence, personal branding and relationship management, participants explored how to create meaningful client experiences and deepen relationships with confidence and authenticity.

The programme opened with a session bringing together teams from Strathmore Business School and NCBA, followed by Dr. Agnes Ruoro’s session on Self-Discovery and Authenticity with Emotional Intelligence, where participants examined how their personal attributes and values shape their effectiveness in the Global RM role. This was followed by Programming the Global RM DNA: Deepening the Opportunity to Live the Promise, and Getting Obsessed with Your Customers, which focused on creating emotionally resonant client experiences. The day closed with an introduction to coaching and action learning, laying the foundation for the coaching journey ahead.

Day Two turned to putting customer obsession into practice. Pauline Macharia led participants through Customer Obsession in Action, exploring both the behaviours and the mindset required to put the customer at the centre of every interaction. Esther Maina then walked participants through strategies for engaging acquisition, organic growth and retention prospects, before guiding the shift from transactional interactions to becoming a trusted advisor to their clients.

The final day focused on translating learning into action. Pauline Macharia led Delivering the NCBA Customer Promise: Walking in the Customer’s Shoes, followed by Esther Maina’s session on growing wallet share through impactful cross-selling and upselling. Antony Kituuka then led an extended session on Personal Branding, helping participants strengthen their professional presence and build credibility with clients and stakeholders. The programme closed with the Coaching Bench introducing participants to their Coaching Syndicate groups, which will support continued learning and application throughout the programme.

About the Strathmore Global Institute – Tanzania

The Strathmore Global Institute (SGI) – Tanzania continues to extend Strathmore University’s academic excellence across Africa, beginning with Tanzania and reaching toward the wider Southern African Development Community region and beyond. SGI Tanzania delivers both open-enrolment and customised executive education programmes spanning comprehensive and thematic leadership, corporate governance, data science and analytics, public policy, sustainability, supply chain and healthcare, built around bespoke, case-based, peer and coaching-led learning experiences. Learn more about our Programmes here

Article de Juliet Hinga