Outgoing Centenary Bank Managing Director Fabian Kasi has described earning and maintaining customers’ trust as his greatest achievement during his 16-year tenure at the helm of the financial institution.
Kasi made the remarks while interacting with journalists at Kampala Serena Hotel as he reflected on his journey leading one of Uganda’s largest commercial banks before handing over leadership after more than a decade and a half.
The veteran banker said that while Centenary Bank has recorded significant growth in terms of assets, branches, customers, deposits, and loan portfolios, the institution’s most valuable achievement was the confidence it had built among Ugandans.
“The biggest milestone we can boast of, or be proud of, is that we have been able to enlist trust from the public,” Kasi told journalists.
“We have always said amongst ourselves that the only commodity we sell to the public as a bank is trust. If trust is eroded even for a single day, then we shall be losing the plot,” he added.
Kasi said the bank’s growth over the past 16 years was anchored on the trust customers placed in the institution, which enabled it to expand its reach and increase access to financial services across the country.
“When we talk about the numbers, there is quite a lot behind those numbers. What is our purpose? Have we been able to achieve that purpose?” he said.
“When customers come and embrace our services, we believe they do it because they trust us. Being able to achieve that trust for me is a great thing that I am sure the team will not lose.”
Kasi joined Centenary Bank in 2010 and the institution then, had about 37 branches and approximately 850,000 customers.
Under his leadership, the bank expanded its footprint to 82 branches, grew its customer base, increased lending, and strengthened digital banking services.
He said the bank’s transformation was driven by a deliberate focus on improving customer experience, investing in technology, and expanding access to financial services.
“We have now very robust systems of service delivery. We have infrastructure that uses many channels; we have agent banking, mobile banking platforms, internet banking, and our branches across the country,” he said.
The bank currently operates one of the largest agent banking networks in Uganda, with thousands of agents supporting customers beyond traditional branch services.
Kasi described his 16-year journey at Centenary Bank in three words: growth, transformation, and impact.
“We have grown, we have transformed, and I think we have created an impact,” he said, adding that the institution’s purpose had always been beyond financial numbers.
He said Centenary Bank’s mission of promoting financial inclusion had enabled more Ugandans, including women, youth, and refugees, to access financial services.
“We have been very deliberate and intentional to ensure that we include all these sections of the population. In the end, that is what we talk about in practice, and that is the purpose of this institution apart from the numbers,” he said.
Reflecting on leadership lessons from his tenure, Kasi said building trust, understanding people, making decisions, and remaining accountable were critical qualities for any leader.
“As a leader, you have to be trusted. For you to be trusted, there are many things you need to project — competence, integrity, and results,” he said.
He encouraged young professionals to focus on the value they bring to organisations rather than only the benefits they expect to receive.
“Look beyond the salary that your employer is giving you. Ask yourself what you are bringing to the table as value to that institution,” Kasi advised.
Centenary's Future is Bright
Kasi said he was confident about the bank’s future, citing its strong workforce of over 3400, investments in technology, and expanding ecosystem.
“The future of the bank is very bright, given the kind of building blocks that have been put in place. We have a very competent staff force. The 3,400 staff complement is not small. There has been a lot of training and competence building,” Kasi said.
“The bank has invested in technology quite heavily. This technology should be able to help to deliver even much better services to the population, to the banking population,” he said.
Kasi revealed that Centenary Bank is now implementing a new core banking system, with an investment of nearly $20 million, which is expected to improve efficiency and customer experience when rolled out.
“Before the end of this year, we believe, we hope, this system will be up and running, serving our customers even much, much better than what we’ve been having,” he said.
The bank is also expanding its digital channels, including agency banking and mobile banking services, as part of efforts to make financial services more accessible.
Kasi said the institution would soon launch a banking wallet that will allow customers and non-customers to access services, including withdrawing money through agents.
“We will soon be unveiling a wallet, a banking wallet, which customers can use wherever, whether you are a customer or not, to be able to access services and have money withdrawn from wherever, from any agent,” he said.
Beyond technology, Kasi said Centenary Bank’s association with the Catholic Church and its shareholders remained a key strength, helping to build public confidence in the institution.
“We have a very big strength of being part of the Catholic Church in this country, and that exudes trust,” he said.
He added that the bank was now part of a wider ecosystem comprising different subsidiaries, including a technology company that will support innovation within the group.
“We are now talking about artificial intelligence. It is that team that is trying to ensure that it is incorporated in the operations of the bank,” Kasi said.
The bank is also exploring emerging technologies, including the Internet of Things, as part of efforts to improve service delivery.
Kasi said the wider ecosystem would include a foundation, an asset management company, subsidiaries outside Uganda, an insurance company expected to join the group, and Unity Trusts.
“The thing is going to be even much bigger, and that ensures sustainability and continued growth,” he said.
After 16 years of leading Centenary Bank, Kasi said the institution’s greatest responsibility going forward would be protecting the trust it has earned from millions of customers.
He will leave Centenary Bank on June, 30.