Malawi Talent Management Team conducted Agent/teller training sessions for North, Central and South Region in efforts to update Agent/ Tellers on the recent Zoona developments and strengthen Zoona value proposition among the front liners and aligning current business needs. The MD Killy Kanjo gave the agents an update on the company strategy for the near future. This strategy included introducing products Zoona Plus, Boost, Bulk payments and updating on the Sunga pilot performance in Kasungu.

“It is important in our business to communicate and have a chance to inter- act with our agents and tellers. These people are who make Zoona real. We need to always be on the same page, hence the trainings and forums…” Killy Kanjo MD

After the MD updates, Zoona CX lead, Sothini Ziba gave an update on The customer experience survey results that were carried out in the previous waves. He outlined the shortfalls and strengths of Zoona agents and Tellers, and the impact they have had on the Zoona brand equity.

The Head of Operations, Kenneth Mbewe, gave an update on withholding tax (WHT) and the Zoona cash charge. He clearly outlined the need for agents to pay tax

As Zoona has been paying the WHT on behalf of agents for the past four years.Talent lead, Kingsley Banda, took the participants through fraud presentations, which included fraud definitions, classifications, ways of pre- venting fraud and Fraud reporting.

During the training in Northern Region, Alice Nyirenda, the top agent in Malawi, was asked to give a presentation on teller recruitment. She presented on the vetting process and the contract her tellers signed once employed to reduce high teller fraud incidents.One of the tellers in Eastern Region Training, thanked Zoona for organizing

The training, as it had enlightened them and restored hope that the company is still in business. The MD updated the tellers on what is in the pipeline and had a question and answer session with the tellers.

One of the tellers attending the Forum.

The agent and teller training came at a time when agents and tellers complained of lack of teller/agents training and forums. This type of interaction helps agents and tellers get acquainted with what is happening at Zoona and allows for the agents and tellers to voice their opinions and make sure Zoona management hears them.