I&M Bank Wins Two Major Banking Awards as Retail and SME Customer Numbers Rise

I&M Bank has been named Kenya’s Best Retail Bank and Best SME Bank at The Asian Banker Africa Awards 2026, capping a year in which it added more than 210,000 retail and small-business customers.

The recognition comes as the lender expands its digital services while continuing to invest in physical branches and financing products for individuals and businesses.

The awards were announced under TAB Global’s international banking awards programme. The Asian Banker said I&M’s performance in customer acquisition, digital engagement and the expansion of its banking services contributed to the double win.

The bank served approximately 600,000 retail customers in 2025, having added more than 170,000 during the year. It also recorded 76,994 small and medium-sized enterprise (SME) customers, after bringing in more than 41,000 new business customers.

Digital banking drives customer growth

A significant part of I&M’s expansion has come through digital onboarding.

The bank reported that 69 per cent of its new retail customers in 2025 were signed up through electronic know-your-customer (e-KYC) processes. The system allows customers to complete identity checks electronically rather than relying entirely on paperwork and branch visits.

Digital activity reached 99.8 per cent among retail customers, according to figures published by The Asian Banker. Among SME customers, the reported level was 99.6 per cent.

The bank also said digital channels accounted for 30 per cent of its retail sales.

However, the lender has not abandoned physical banking. It opened 10 additional branches in 2025, extending its reach alongside its online and mobile services.

Its retail products include short-term digital loans, buy now, pay later services, salary advances, workplace banking and asset financing.

The figures point to a strategy that combines digital convenience with physical access for customers who still need in-person banking services.

Small businesses form a key part of the expansion

The second award recognises I&M’s work in SME banking, an important segment of Kenya’s economy.

Small businesses often need more than a bank account. They require working capital, payment services, equipment financing and reliable ways to manage daily transactions.

I&M says it expanded its financing and payment solutions to meet some of these needs.

The bank added more than 41,000 SME customers in 2025, bringing the reported total to 76,994. Digital activity in the segment stood at 99.6 per cent.

While the growth figures show an expanding customer base, they do not by themselves reveal how much credit reached businesses, the cost of that financing or how many firms were able to grow as a result. Those measures will also matter in assessing the bank’s impact on the small-business sector.

What the bank says about the recognition

Speaking during the virtual awards ceremony, I&M Bank Director of Retail and Business Banking Shameer Patel credited employees and customers for the achievement.

“I would like to sincerely thank our colleagues for their continued dedication and hard work, which is at the heart of everything we achieve. To our customers, thank you for the trust and confidence you place in us every day,” Patel said.

He added that the recognition was shared by the people who use and support the bank.

“These awards belong to you as much as they do to us, and they inspire us to keep delivering solutions that help individuals and businesses grow and prosper,” he said.

The Asian Banker says its awards are based on programme-specific assessment criteria. Its published description of the process includes research, interviews with shortlisted institutions and independent review of proposed results by an advisory council.

More recognition for I&M in 2026

The latest awards add to a series of accolades received by I&M Bank Kenya this year.

In June, the lender was recognised at the Global Banking and Finance Awards 2026, winning Best Bank for Digital Banking Services, Fastest Growing Retail Bank and Best Bank CSR Initiative for its Ngong Road Forest Restoration Project.

The awards are separate programmes and should not be treated as a single ranking of Kenyan banks. Each uses its own categories and assessment process.

For I&M, the latest double win highlights its growing presence in retail and SME banking. The next test will be whether that expansion translates into better access to affordable financial services, useful credit and a consistently good customer experience.

About the Author

Maureen Onyango is a journalist passionate about storytelling, life coaching and spiritual lessons. She studied at the Kenya Institute of Management and enjoys telling stories that inform, inspire and empower communities.