Executive SummaryWema Bank is facing operational issues that are affecting customer satisfaction and financial performance. Key challenges include poor communication, gaps in continuity management, non-compliance with credit policies, outdated technology, weak internal audit processes, and lack of sustainability practices. To address these, the bank should focus on improving communication, streamlining operations, strengthening risk management, upgrading technology, enhancing audit functions, and embedding sustainability into its business model.ConclusionSolving these issues is essential for Wema Bank's future success. Implementing these strategies will not only boost customer satisfaction and financial outcomes but also help the bank stay competitive and sustainable in the long run.Thank you for your attention.