OPOS Group
Multi-Country Performance Operating System
Group → Country → BU → Region → Branch → Department
KES 48.2B
Revenue (Local)
22.4% margin
USD 371.1M
Revenue (USD)
Reporting currency
4,820
Headcount
3 business units
142
Branches
Physical & digital
Strategic Perspective Performance
Financial
88
Customer
84
Process
82
People
86
Innovation
71
Governance
92
Retail Banking
88
Head · Wanjiru K. · 2,890 staff
KES 22.4B
Corporate Banking
86
Head · David O. · 1,240 staff
KES 18.9B
Bancassurance
84
Head · Lucy M. · 690 staff
KES 6.9B
Cascaded KPIs · Kenya
| KPI | Perspective | Group Target | Country Actual | Status |
|---|---|---|---|---|
| Return on Equity | Financial | 18% | 21.2% | On track |
| Cost-to-Income Ratio | Financial | 48% | 44.8% | On track |
| Customer Satisfaction (CSAT) | Customer | 85/100 | 86/100 | On track |
| Net Promoter Score | Customer | 45 | 48 | On track |
| Digital Adoption Rate | Innovation | 70% | 72% | On track |
| Employee Engagement | People | 80% | 84% | On track |
| Service Turnaround Time | Process | 24hrs | 22hrs | On track |
| Regulatory Compliance Index | Governance | 95% | 96% | On track |
Nairobi HQ
Nairobi · 412 staff
91
Mombasa
Coast · 287 staff
88
Kisumu
Nyanza · 198 staff
93
Nakuru
Rift Valley · 124 staff
84
Eldoret
Rift Valley · 156 staff
87
Country Risk Spotlight
Mobile money fraud spike (Q4)