Our sacred responsibility as bankers is one of stewardship, entrusted with the hard-earned savings and investments of our customers and investors.

This duty requires us to grow these funds with integrity, diligence and care. We honour their trust, by faithfully and righteously preserving, growing, and delivering continuous value, exceeding their expectations and delighting them with our service experience.

Our hallmark is one of innovation, competitiveness, transformation and excellence in everything we do.

For decades we have been in the business of preserving the wealth and investments of our diverse portfolio of stakeholders. Originally established as a rural credit department and later as a credit and cooperative bank for farmers, we have evolved over the years into a full universal bank.

With six decades of experience behind us, we are propelled by our historical gains and inspired by our youthful stakeholders to pursue, with foresight and fortitude, a growing future where dreams are lived, accomplishments fulfilled, and where the value of individuals and enterprises not only grow under our stewardship but are transformed for everyone.

“To be among the top 3 banks in Ghana, and globally admired for our people, processes and performance.” Our vision reflects our strong desire to improve and be better each day at what we do. Our vision far outweighs our current resources and capabilities, and that is what inspires us, keeping us committed and pursuing it with one mind and heart, intently focused on our ambition of being amongst the top 3 banks in Ghana. It is our aim to be one of the best banks in Ghana in a relatively short period of time, and we are motivated by the magnitude of the task ahead of us.

People – Our greatest asset defining our future. Our vision demands that we lead as experts. This requires us to have a pool of talented people and to build a team with each member of staff possessing a high level of integrity, intelligence, insight and innovation, with proven skill to be impactful on the team. Delivering on our vision comes down to the people, the team, and our culture.

Processes – The consistency and speed in our actions that prioritise our customers. With products and solutions being commoditised in our sector, competition is around processes and the speed at which customer needs are met. Our processes reflect our unwavering focus on structures and systems that enable our internal rate of transformation to be faster than the external rate of change. This is demonstrated in our speed and consistency in our actions that prioritise our customers and enable us to remain ahead and competitive in the market.

Performance – The only measure of our people and processes. This reflects our collective output and provides the quantifiable, tangible, and impactful scorecard of the work we do each day. Our performance judges the efficiency and effectiveness of our leadership and people. Most importantly, it reflects the efficacy of our processes, choices and actions. It is the only reflection of our progress towards the vision and the indicator of our mutual sense of responsibility and accountability.

These are our common mindsets and shared beliefs that bind us and reflect our mutual accountability to ourselves and each other. Our values guide our behaviour, shape our collective actions and attitudes, and influence our proactiveness in our engagement with stakeholders. The acronym SPIRE reflects our five-fold values.

Service Excellence
We are distinguished by our collective sense of service, an exceptional level of service performance that is unmatched in the sector. Our customers come first. We anticipate, prepare, plan, and leverage on our diverse capabilities to meet and exceed the current and future expectations of our clients. Excellence, to us, is a force multiplier that enables us to soar above current realities and create a future that hitherto seemed impossible. We go the extra mile and are committed to meeting the high expectations of our diverse stakeholders.

Purpose Driven
We are a disciplined team, focused and committed to a courageous, ambitious, and audacious goal. We are inspired by our purpose, objective, and goal. We are not restricted or disrupted by the challenges that confront us. We walk into the bank every morning inspired and determined to render exceptional service and make tangible progress towards our purpose, and leave at the end of the day satisfied to have been of value to our stakeholders.

Integrity
We are honest, truthful, and candid. We serve our customers in humility and honour. We are content with our earnings and take utmost care of the deposits and investments of our clients in the true spirit of faithfulness. We are transparent and serve with diligence and joy.

Responsible
Our pride as a bank is in our daily care of holding deeply and taking seriously the task assigned to us. We view our work as a calling to exceed in immeasurable ways the trust and confidence of our customers and stakeholders. Our standard call to duty is to go the extra mile to excite customers and exceed their expectations.

Entrepreneurial
We are differentiated by our sense of creativity, proactiveness, and innovation. We are solution-oriented, overcoming every obstacle and solving every complicated challenge and difficulty that confront us.

We are driven by the urgency to improve our governance framework, remain adequately capitalised, tame and reduce our non-performing loans, significantly improve customer experience, drive profitability, and attract and retain the best of talents. On the back of these commitments, we are creating an enduring bank, focused on:

• Influencing Economic Growth
• Uplifting and making tangible impact in our communities
• Offering equal opportunities for all
• Creating an enabling environment that unleashes the potential and creativity of our people
• Humanity, ethical and sustainable commitments to Environment, Social and Governance goals

We are a big bank, with over 85 branches, several ATMs, and a staff strength of more than 1,500 people. We have a rich history and heritage of playing an essential role in the economic development and growth of Ghana. We prioritise our customers and are committed to significantly improving our branch network, processes, and customer experience, and we strive to deliver excellence in everything we do.

Our Project 135 is anchored on four pillars:

1. Positioning among the top 3 banks in Ghana
2. Delivering sustainable and profitable growth
3. Accelerating growth in deposits and assets
4. Cost optimisation and operational efficiency

These are the virtues that guide how we work. These principles are essential to our success. Entrenching these principles is fundamental to our goal of being amongst the top 3 banks in Ghana. Beyond our values, we are committed to the following:

An uncompromising high level of ethical behaviour. Honesty and equality, driven by mutual respect, truth, and faithfully meeting our commitments with urgency, while raising new standards in the banking sector. A commitment to ethical behaviour is our guarantee to create an enduring and continuously relevant bank.

Exceptional Customer Experience. We prioritise our customers in everything we do. This principle places a demand on us to understand our customers, anticipate their needs, and serve them better than any other bank. We will continually refine our processes, create a disciplined governance environment, and improve our operations to deliver the best service to our customers at the most efficient cost.

Teamwork. We are deliberate in our recruitment, attracting good talent with the right attitude, attributes, and abilities to work effectively in a team, in a spirit of collaboration, and committed to a high level of performance and meaningful contributions to the achievement of the bank’s goals. Driven by a culture of leadership, we employ people with a learning and entrepreneurial mindset—creative, ambitious, accountable, ready, and willing as disciplined team members—seeking continuous improvement for themselves and the bank.

Winning Culture. The passion of our team to win puts us miles ahead of the competition. We are a focused group of diverse people operating in an atmosphere of curiosity, where delivering superior value to our stakeholders inspires our decisions, choices, and everyday actions. At ADB, winning is our lifestyle, as we recognise a culture of winning as our only choice for survival and growth in a very competitive market.

Our common behaviour exemplifies our priorities, promises, and performance. We have redefined ourselves and are living a new culture of high performance, responsibility, and accountability driven by meritocracy. This demands a change in perspective of our people, with inherent dedication to self-development, dedication to service excellence, dedication to self-discipline, and dedication to growth and success. We operate a culture of excellence, high performance, and openness, with an entrepreneurial approach and in an atmosphere of ownership, leadership, and innovation. Under our redefined culture, we commit to the following:

• We operate with honesty and assume everyone else has the best of intentions for the bank.
• We are all deeply involved in the affairs of the bank, leaving nothing unattended to and resolving all issues within 24 hours. If matters remain unresolved after 24 hours, we escalate, escalate, escalate.
• We are light on formalities and heavy on substance, treating people with respect and honour.
• We respectfully challenge management assumptions and decisions, doing so with at least two suggested alternatives to the decision being challenged.
• We improve ourselves each day in evidential ways, raising the bar of team performance and contributing in tangible ways to improve the bank.
• We seek continuous challenges, avoiding complacency, serving with excellence, and sacrificing in diverse ways to build a great bank ranked amongst the top 3 banks in Ghana.
• We are an evolving bank, living our purpose and remaining relevant through continuous change and consistent improvement.
• We prioritise our customers. We lead with foresight and fortitude, making choices and decisions with our customers as the prime focus.

To meet the demanding needs of our customers, we commit to the following actions:

1. Challenge ourselves by learning something new each day and adapting new behaviours to improve and delight our customers.
2. Search and seek to understand what our customers need and provide them with peerless solutions.
3. Satisfy our customers with superior services in a way none of our competitors can.
4. Treat our customers with individualised care, customising service delivery to their unique needs.
5. Own our customers’ problems and solve them without unnecessary referrals.
6. Make recommendations of value to our customers, always preserving and growing their deposits and investments with us.
7. Educate our customers to understand the benefit bundles of ADB products and financial solutions, ensuring the transformation of their deposits and investments.
8. Reward internal and external customers in equal measure, recognising that superior employee experience leads to superior customer experience delivery.
9. Serve our customers with pride, exceeding their expectations and delighting them with our service experience.