NCBA’s James Gossip on Digital Innovation Driving SME Growth
NCBA’s James Gossip on Digital Innovation Driving SME Growth
Kenya’s banking sector is evolving rapidly. This shift is driven by changing customer expectations, rising digital adoption, and a growing need for stronger risk management.
For small and medium enterprises (SMEs), digital innovation is no longer about convenience. Instead, it has become the main force behind growth and competitiveness.
During an interview with CNBC Africa, James Gossip, Managing Director of NCBA Bank Kenya, explained how the bank is reshaping its digital strategy to serve SMEs and corporate clients more effectively.
He emphasized that NCBA’s approach is guided by security, flexibility, and customer-led innovation.
Rethinking SME Banking
“SMEs in Kenya contribute about 30% of GDP, and nearly 80% of that comes from micro-SMEs,” said Gossip. “They are vital to the economy, and we have spent the past two and a half years re-examining how our platform can truly work for them.”
Through this engagement, NCBA discovered three major priorities among SMEs: security, flexibility, and cost efficiency. These insights inspired the creation of Connect+, East Africa’s first cloud-based digital banking platform.
It allows businesses to access their banking services securely and conveniently across multiple channels, including mobile devices and desktops.
“Security ranked very high among our SME clients,” he added. “They also wanted flexibility across channels, whether mobile or desktop, and tools that could help them access better rates on deposits and lending.”
Connect+: Kenya’s Digital Banking Frontier
Since its launch, Connect+ has attracted more than 20,000 customers, and the number continues to grow daily. To ensure the platform meets client needs, NCBA chose an agile rollout strategy that involves customers at every stage.
“We receive feedback every day, suggestions on what can be improved or added,” said Gossip. “That is how the future of banking will look. We are co-creating solutions with clients instead of developing them in isolation.”
As a result, sectors such as trade, retail, and manufacturing have shown the strongest adoption. These sectors depend heavily on liquidity management and real-time transfers, which makes digital solutions even more essential.
NCBA’s James Gossip on Digital Innovation Driving SME Growth
A Region Embracing Digital Banking
Kenya continues to lead the region in mobile and digital banking. With 145% mobile banking penetration and a young, tech-savvy population, about 70% under the age of 35, the country is well-positioned for continued digital growth.
“Kenya’s population is mobile and tech-smart,” noted Gossip. “The focus now is not on creating products in a vacuum. It is about working with customers and FinTechs to design what truly meets their needs.”
Thanks to this collaborative model, NCBA has accelerated its product rollout and strengthened its ability to deliver personalized, data-driven banking experiences. Moreover, these partnerships are helping the bank expand its reach and adapt quickly to emerging customer demands.
Balancing Growth and Risk
As digital adoption increases, NCBA continues to maintain a strong focus on risk management. Gossip explained that the bank has one of the lowest non-performing loan ratios in the market.
This stability comes from a careful credit approach combined with data insights and behavioral scoring powered by artificial intelligence.
“We are moving towards making credit decisions more individualized,” he said. “Data will remain the biggest source of competitive advantage. Through AI and scorecards, customers can shape their own credit profiles and influence the cost of financing available to them.”
Furthermore, he pointed out that the Central Bank of Kenya’s reference rate framework is helping make credit pricing more relevant to both individuals and corporates.
Looking Ahead
For NCBA https://ke.ncbagroup.com/, the next phase is clear. The bank aims to empower SMEs through secure, flexible, and inclusive digital ecosystems that simplify banking and promote long-term growth.
“SMEs are the lifeblood of our economy,” Gossip concluded. “Our mission is to ensure that every innovation we launch helps them thrive, securely and efficiently.”
