Organizational Empowerment Strategies and Employee Service Delivery in the Banking Sector in Kenya

Abstract

The current changes at workplace affect organizational operations in various ways. In the banking sector for instance, the on-going competition being witnessed implies that financial institutions need to deploy strategies in order to remain agile. As banks undertake the numerous strategies, the big question however is on their strategic ability in fulfilling the required standards to satisfy both employees and customer needs in the turbulent environment. To achieve this, the study addressed the following objectives: identify organizational empowerment strategies used at the bank, find out indicators of poor employee service delivery at the bank and explore appropriate ways to enhance organizational empowerment strategies. Based on PARTNER model that emphasizes the need for a comprehensive framework that can translates vision and strategy into a coherent and linked set of performance, the paper utilized case study design with mixed method approach covering specific branches of a bank in Kenya. Stratified and purposive sampling methods were used while data analyzed descriptively. This paper generated appropriate information arising from the findings and it concluded that, numerous organizational strategies including centralized system, employment terms, and employee promotions were identified to contribute effectively in service delivery but their applications generated mixed results. However, with utilization of appropriate mitigation measures, the situation can still be contained and from these findings therefore, recommendations could be made to strengthen organizational empowerment strategies at the bank.