1. 1. Preamble

The Zimbabwe Women’s Microfinance Bank Limited (ZWMB), is a registered deposit-taking microfinance institution, having been licensed and authorised by the Reserve Bank of Zimbabwe to conduct deposit-taking microfinance business in terms of the Microfinance Act (Chapter 24:29), with effect from 29 May 2018.

  1. Vision

The Leading Bank in Women Economic Empowerment

  1. Mission

To Empower All Women Economically and Socially.

  1. Terms of Reference

Memorandum and Articles of Association

Banking Act

Include Micro Finance Act

  1. Mandate

The Bank is mandated to provide access to affordable and innovative women-centred financial products and services. Women can be assisted in their individual capacity, in groups/clubs/cooperatives or as micro, small and medium enterprises.

  1. Core Values
  • Teamwork: ”Working together with shared objectives and values;
  • Empowering: “Enabling the customer to realise their dream or vision”
  • Accessible: “Simple, convenient, customer-focused and engaged.
  • Integrity: “Doing what is right at all times”
  • Responsive: “Understanding and meeting the stakeholders’ needs as if they were our own”
  1. DEPARTMENTS IN THE ORGANISATION AND THEIR CORE FUNCTIONS
DEPARTMENT CORE FUNCTIONS
Human Resources ·         Talent acquisition and management.

·         Job evaluation

·         Performance management.

·         Retention and remuneration management.

·         Human capacity development.

·         Labour relations and compliance.

 
Retail ·         Acquiring new business.

·         Managing customer relationships

·         Developing new products

·         Managing business partnership relationships.

·         Developing and managing distribution channels.

·         Providing cash deposit and withdrawal services. Providing training and advisory services
Credit ·         Credit initiation

·         Credit sanctioning

·         Credit Management

·         Credit risk management 

 
Treasury ·         Bank Liquidity Management

·         Funding

·         Income/revenue generation

 
Marketing and Public Relations ·         Developing the Bank’s Marketing and Public Relations Plans

·         Conduct Awareness Campaigns

·         Managing relationships with all stakeholders.

·         Design Branding and Promotional Material

·         Monitor Quality Service and Manage Reputational Risk
Operations ·         Implementing and managing efficient operational process flows, policies and procedures;

·         Implementing and managing efficient service delivery channels

·         Managing operational risk to minimise operational losses through frauds and errors

·         Protecting the Bank’s assets-life and property

·         Day to day operational and administrative back-office support to business units to enable effective and efficient customer service delivery
Finance and Administration
  • Maintain the financial statements of the bank
  • Manage the budgetary process from formulation, implementation and review
  • Ensure the sound functioning of the internal control environment
  • Compliance with regulatory requirements

 
Information  Communication Technology ·         Provide technical support to the bank.

·         Initiate technological business processes enhancements.

·         Implement disaster recovery procedures
Risk ·         Responsible for the risk management framework drafting, implementation, coordination and monitoring.

·         Building a risk management culture.

·         Managing risk and supporting the Bank’s business model

 
Compliance ·         Ensuring compliance with applicable lawsand regulations, guidelines, directives, reporting requirements, internal policies and operating procedures

·         Compliance with:

·         Micro Finance Act and Regulations and other applicable laws and regulations.

·         Guidelines, directives and circulars issued by the RBZ and pronouncements or rules issued by relevant associations.

·         Internally approved policies and operational procedures.
Legal ·         Providing general legal advisory services

·         Providing corporate secretarial services

·         Litigation services

Advise on good governance practices and compliance with Corporate Governance norms.

 
Audit ·         To provide an independent and objective assurance service to the board audit committee on the effectiveness of the governance, risk management and control processes.

·         To provide advice to management on governance, risk management and internal control processes

8. CLIENTS

External Clients

Individual clients

Consumer Loans

Salary Based Loans

Pensioners

Groups/clubs/cooperatives

Micro Farmer, Micro Entrepreneur

Small and medium enterprises

Corporate Employees

 

Internal Clients

Employees

Management

Board of Directors

 

Stakeholders

External Stakeholders

Government Ministry of Women Affairs Community Small to Medium Enterprise Development

Reserve Bank

Deposit Protection Corporation

Non- Governmental Organisations

Suppliers

Opinion Leaders

 

Internal Stakeholders

Employees

Management

Board of Directors

 

  1. SERVICE COMMITMENTS AND STANDARDS
Service / Products Service Standard
Account opening Savings Account 24hrs
Processing SSB loan 24 hrs
Processing Consumer Loans 24 hrs
Balance enquiry Within 1 minute
Answering incoming telephone calls Within 3 rings
Responding written correspondence 24 hrs
Processing Pension loan 24hrs
Cash withdrawal Within minutes
Deposit Within minutes
RTGS transaction 24 hrs
Withdrawal via mobile transfer 24 hrs
Statement request Within 1 minute

 

  1. RIGHTS AND OBLIGATIONS

To enquire on Bank Products and services

To open accounts and

To enquire on their Accounts

To Access Loans

To have Access to Bank Information

Enjoy Good Quality Service

To Complain/ Complement

To receive prompt service

Confidentiality

Transparency when dealing with the bank

Fairness when dealing with the bank

 

In return, the Client Communities are obliged:

Provide Required Documentation

Adhere to Banking Principles and Regulations

Make Initial Deposit

Activate account

Mandatory to Repay Loans

Provide correct information

  1. REVIEW OF CLIENTS CHARTER

Annually

  1. FEEDBACK/HOW TO CONTACT THE ORGANISATION

The Bank’s Head Office is located at 31Mutley Bend Belvedere, Harare where its flagship branch is located at Trust Towers 56 Samora Machel Harare. Both the products and services are delivered through its branch network, and agencies in all the ten (10) provinces and in all the major economic centres of Zimbabwe. Our contact details are as follows:

  1. CONTACT ADDRESSES

Zimbabwe Women’s Microfinance Bank

31 Mutley Bend Belvedere, Harare

Telephone: +263 242 251 531/2/6

+263 242 796 104/2/5

WhatsApp: +263785 588 406

Toll free   : 08010091

Website    : www.womensbank.co.zw

 

CONTACT DETAILS

Dr. M Marikanda

CEO ZWMB

+263 774 303 710
Mr  C Mavengere

CFO ZWMB

+263 782 139 825
Mrs C Mukosera

Head  Retail Banking

+263 772 902 186
Miss B Muyengwa

Head Marketing and Public Relations

+263 719 028 614