Family Bank Relocates Utawala Branch as Part of Branch Optimization Strategy

Family Bank Ltd has moved its Utawala branch to Mustard Seed Plaza along Nairobi’s Eastern Bypass, the fifth relocation under its ongoing branch optimization initiative. The strategy aims to improve customer convenience, accessibility, and engagement in high-traffic, high-growth areas.

The relocations, which began last year, followed similar moves in Eldoret West, Kangemi, Kisii, and Ngara. Chief Executive Officer Nancy Njau said the adjustments align with the bank’s five-year strategy, focusing on operational efficiency and customer experience.

The new Utawala branch offers services for individuals, SMEs, and businesses, including loans targeted at women- and youth-led enterprises, digital banking solutions, personalized financial guidance, and in-person support from bank staff.

Family Bank stated that the relocation seeks to support the local business community and contribute to economic development in the area.

The previous and current locations of branches under the optimization plan are:

• Utawala Branch: Previously opposite the current site; now at Mustard Seed Plaza, Eastern Bypass, Nairobi.
• Eldoret West Branch: From Mountain View Building, Uganda Road, to Zion Mall, Eldoret.
• Kangemi Branch: Relocated next to Kangemi Market along Kangemi Road.
• Kisii Branch: From its original site, likely on Hospital Road, to Zonic Hotel, Ground Floor, Hospital Road.
• Ngara Branch: From the original location to the Ground Floor of Blue Hut Hotel, Park Road.

Family Bank said the optimization plan is intended to enhance customer convenience and operational efficiency, relocating branches to more strategic, modern, and high-traffic sites.

The initiative targets individuals, SMEs, and local businesses, while digital banking remains a priority, with over 90% of transactions conducted through non-branch channels. The updated branches are positioned to handle more complex customer needs and relationship management, complementing the bank’s digital services.

The relocations form part of Family Bank’s five-year strategic plan to strengthen its position as a banking partner for businesses and individuals across Kenya.

Jefferson Wachira is a writer at Africa Digest News, specializing in banking and finance trends, and their impact on African economies.