Access Bank Zambia’s MD on Building a Legacy in Leadership and Innovation

Access Bank Zambia, a subsidiary of Access Holdings Plc, is a leading full-service commercial bank operating in Zambia. The subsidiary commenced operations in September 2008 and has grown significantly as part of the Access Bank network, which spans more than 700 branches and service outlets across 3 continents, 17 markets, and serves over 52 million customers globally. Lishala C. Situmbeko was appointed Managing Director of Access Bank Zambia in November 2021, bringing 25 years of experience as a business leader in both the private and public financial sectors. Under his leadership, Access Bank Zambia successfully completed the amalgamation with Atlas Mara at the beginning of the year. Lishala was also recognized as the Banking CEO of the Year – Zambia at the 2024 Global Banking & Finance Awards, and spearheaded the successful amalgamation of Atlas Mara and Access Bank Zambia, which completed on 30th April, 2024.

He recently spoke to Wanda Rich, editor of Global Banking & Finance Review, and discussed some of the notable challenges that arose during the merger.

“The merger between Atlas Mara and Access Bank Zambia was a complex but rewarding process,” he began. “One of the key challenges we faced was integrating two distinct corporate cultures while ensuring that we maintained operational efficiency and continuity. We also had to navigate regulatory approvals and align internal systems and processes.

“To ensure success, we focused on clear communication at all levels, both internally with staff and externally with customers and stakeholders. We worked tirelessly to harmonise our operations, ensuring that we leveraged the strengths of both banks. The commitment and hard work of our team made the transition smooth, and we are now stronger as a unified entity.”

As part of making its brand more relatable and providing a holistic offering that caters to the needs of Zambians of all occupations, Lishala reported, Access Bank Zambia has prioritised customer-centricity in all areas of the business. “One measure we have taken is to enhance our digital banking capabilities, making banking with us more accessible and convenient,” he said. “Additionally, we have focused on community engagement through initiatives like our Employee Volunteering Programme, partnerships with local businesses and various sustainability initiatives.

“Through consistent messaging and a strong presence at key events, we have built a brand that resonates with the public and will continue to do so with the support of the communities we serve. We also continuously invest in staff training to ensure our employees reflect the values we promote.”

He went on to explain how Access Bank Zambia, which also won this year’s Global Banking & Finance award for Best Bank for Social Media – Zambia, has developed its social media use as a critical tool in connecting with customers and enhancing its presence. “We use platforms such as Facebook, Instagram and LinkedIn to communicate, educate and engage,” he revealed. “Whether we are sharing product updates, offering financial literacy tips or addressing customer enquiries, our presence on social media allows us to be more responsive and accessible.

“We have also embraced social media as a channel for showcasing the impact of our community initiatives, which strengthens our relationship with the public. This digital-first approach ensures we remain connected to our customers while also enhancing the bank’s visibility.”

Community engagement and social responsibility are considered core values by Access Bank Zambia, and Lishala highlighted some initiatives that reflect this vision. “At Access Bank Zambia, we believe that a bank should not only serve its customers but also uplift the communities in which it operates,” he said. “The Employee Volunteering Programme allows our staff to actively participate in meaningful causes, whether through education, environmental sustainability or health initiatives.

“The Imiti Ikula initiative, which focuses on working with schools to nurture young talent, is a reflection of our commitment to Zambia’s future. These programmes are deeply aligned with our vision of responsible banking—where profitability goes together with making a positive social impact.”

With over 25 years of experience in the industry, Lishala recognises the need to foster a culture of collaboration and inclusivity and regards it as key to the bank’s success. “Throughout my 25-plus years in the financial sector, I have learned that a collaborative and inclusive culture is essential for driving innovation and long-term success,” he said. “At Access Bank Zambia, I prioritise creating an environment where everyone feels valued and encouraged to contribute. This involves promoting open communication, fostering teamwork and ensuring that diverse perspectives are heard and respected. Inclusivity, particularly gender inclusivity through initiatives like the Access Women’s Network, is crucial in unlocking the full potential of our workforce.

“By cultivating this culture, we not only enhance employee satisfaction but also drive better business outcomes, as collaboration leads to innovative solutions that benefit both the bank and our customers.”

As the financial landscape continues to evolve at pace, staying ahead of industry trends is a challenging but necessary endeavour. Lishala approaches this through continuous learning and a forward-thinking mindset. “We constantly analyse global financial trends and technological advancements, and we partner with fintechs to ensure we are at the forefront of innovation,” he said. “Personally, I am driven by a desire to leave a legacy. I believe in fostering an environment where innovation can thrive and where every challenge is viewed as an opportunity for growth. My approach to leadership is centred around empowerment and accountability—ensuring that our teams are equipped to anticipate changes in the market and respond proactively.”

Finally, Lishala spoke of Access Bank Zambia’s future plans. One area that he is particularly excited about developing is the focus on SME banking and financial inclusion. “We believe SMEs are the backbone of the Zambian economy, and we are launching new products and services tailored to meet their unique needs,” he reported. “Additionally, we are continuously enhancing our digital banking platforms to offer seamless, secure and convenient services to our customers.

“We are also expanding our W Initiative through the Womenpreneur Pitch-a-Ton, providing more women entrepreneurs with the tools they need to thrive. The W Initiative is our dedicated banking proposition for women, focusing on empowering, inspiring, and connecting like-minded women through various platforms.”

Lishala C. Situmbeko, Managing Director, Access Bank Zambia