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UBA Promises to Put Customers’ Needs First as it Holds 2019 Forum in Lagos
The pan African Financial Services Institution, United Bank for Africa(UBA) has again reiterated its commitment to surpass the expectations of its customers through the provision of products and services that meet their needs. The Bank made this promise at a special Customer Forum to mark the 2019 edition of the Customer’s Service Week.
UBA Customer Forum 1
UBA Customer Service 1: l-r: Group Head, Online Banking, United Bank for Africa(UBA) Plc, Mr. Austin Abolusoro; Regional Head, Lagos Bank, UBA Plc, Mrs Pamela Shodipo; Customer, High Chief Goddy Ulasi; Technical Adviser, Consumer & Retail Banking, Mr Babatunde Ajayi; Group Executive, Transformation and Resources, UBA Plc, Mr Chiugo Ndubuisi; Group Executive, Customer Fulfilment Centre, UBA Plc, and Group Head, Marketing, Mrs Dupe Olusola, at the special UBA Customer Forum held to commemorate The CUSTOMER Service Week in Lagos on Wednesday
The forum which was held at the bank’s Head Office, in Lagos, was very interactive and presented an opportunity for the management, staff and customers to share ideas on how to improve customer-satisfaction, in line with the bank’s Customer First Philosophy.
UBA’s Group Executive, Customer Fulfilment Centre, Mr Anant Rao, who welcomed customers to the forum, explained that the bank has deliberately re-focused and re-engineered its activities to put the customers first, adding that it has been leveraging on a three-prong lever of People, Process and Technology, in a bid to ensure maximum satisfaction to the customers, without whom the bank will not exist.
He said, “The singular mission of our consistent and superior customer experience has been imbibed into the DNA of each and every staff of the bank. In this way, there is no gainsaying that Service has been institutionalized at UBA. The mantra of our Customers being our employers has been ingrained into the psyche of each and every staff.”
UBA Customer Forum 2
UBA Customer Service 2: l-r: UBA Customers, Mr Adegbola Abiodun and Mrs Adebanke Adegbola; Regional Head, Lagos Bank, UBA Plc, Mrs Pamela Shodipo; UBA Customer, Mrs Adepele Amure; Group Executive, Transformation and Resources, UBA Plc, Mr Chiugo Ndubuisi; UBA Customer, High Chief Goddy Ulasi; Group Head, Marketing, Mrs Dupe Olusola; Regional Head, Lagos Bank, Ms Emem Usoro; at the special UBA Customer Forum held to commemorate 2019 Customer Service Week in Lagos on Wednesday
Also speaking, the Group Head, Marketing, Mrs Dupe Olusola, said the bank has tailored a lot of products to assist customers to thrive in their various fields, adding that there was a lot of focus on small and medium scale enterprises which are growth drivers of any growing economy.
She said, “At UBA, we are constantly thinking about you, creating personalized products you need to achieve your goals. Right from the kids, children, young adults, students to the mass retail market; SMEs; creative industry; agricultural; UBA has something for everyone, and we are here at your service all the time.”
Some of the customers who were at the event, commended the bank for the services it rendered to them, and also pointed out areas of improvement and expectation, adding that this will lead to beneficial interests to both parties.
UBA Customer Forum 4
UBA Customer Service 4 : l-r: Group Head, Online Banking, United Bank for Africa(UBA) Plc, Mr. Austin Abolusoro; Regional Head, Lagos Bank, UBA Plc, Mrs Pamela Shodipo; Technical Adviser, Consumer & Retail Banking, Mr Babatunde Ajayi; Group Executive, Transformation and Resources, UBA Plc, Mr Chiugo Ndubuisi; Customer, High Chief Goddy Ulasi; Group Executive, Customer Fulfilment Centre, UBA Plc, Mr Anant Rao; Group Head, Marketing, Mrs Dupe Olusola; Customer, Mr Adegbola Abiodun; and Group Head, Transaction & Electronic Banking, UBA Plc, Aneke Sampson, during the UBA Customer Forum held to commemorate 2019 Customer Service Week in Lagos on Wednesday
A customer of the bank, High Chief Goddy Ulasi, who has banked with UBA for over 15 years, commended the bank for helping him and his business grow over the years and called on the bank to make rates more competitive to ensure that customers and businesses also benefit even more from the bank.
In response, the Group Head, Transaction and Electronic Banking, Mr. Sampson Aneke, said the customers remain the key focus of the bank, adding that the bank is in discussions with the key agents to ensure ease of transactions.
Earlier, UBA’s Group Managing Director/Chief Executive Officer, Mr. Kennedy Uzoka, who wrote a statement on the significance of continuous excellent service delivery to customers, appreciated the staff who have worked tirelessly to satisfy customers, and urged them not to rest on their oars.
“Let’s strive to put the magical touch in everything we do to create a symbolic service experience for our ‘Employer’ – the Customer!”, Uzoka said.
The theme for this year’s celebrations, “Magic Happens Here”, embodies all that the bank represents as encompassed in its Core Values – the 3EEEs: Excellence, Enterprise and Execution.
The United Bank for Africa, Africa’s global bank, was founded 70 years ago in Nigeria and today, operates in 20 African countries and in the United Kingdom, the USA and with presence in France. UBA serves over 17 million customers across the globe with more than 1000 branches and touch points. In 2018, the bank received the award of Africa’s Best Digital Bank by the Banker’s magazine
FirstBank, the West African premier financial institution and financial inclusion services provider, has emerged as Nigeria’s Best Bank for Environmental, Social, and Governance (ESG) at the prestigious Euromoney Awards for Excellence 2025, held recently in London. This marks FirstBank’s second consecutive win in the ESG category, affirming its leadership in sustainable finance and responsible banking across Nigeria.
The Euromoney Awards for Excellence are regarded as one of the most coveted accolades in the global financial industry. The highly competitive selection process involves rigorous analysis and assessment, measuring performance against strategic and impact-oriented criteria.
The Bank earned the award through its deepened sustainability commitments embedded across its operations and community initiatives. In 2024, FirstBank screened 237 transactions worth over ₦3 trillion for sustainability risks, integrating ESG considerations into its credit framework.
Among its flagship sustainability initiatives, FirstBank commenced a tree planting campaign in partnership with Nigeria Conservation Foundation (NCF), planting over 30,000 trees in 16 locations across Nigeria. This was the first phase of its 50,000-tree initiative, projected to absorb approximately 720 tonnes of CO₂ by the end of 2025, contributing to climate resilience and supporting biodiversity preservation.
FirstBank has been proactive in gender inclusion through the Gender Market Strategy, disbursing over ₦43 billion FirstGem loans to women-led businesses in 2024. The Bank’s commitment to inclusive banking saw a significant increase in the worth of transactions facilitated by FirstMonie agents to over ₦9 trillion.
The Bank prioritises ESG/sustainability capacity building, evidenced by the training of over 9000 employees, and its webinars and workshops reaching over 2,000 SMEs and corporates. The bank’s investment in leadership for over 2,000 female employees through the FirstBank Women Network has demonstrated a dedicated structural commitment to cultivating a knowledgeable and diverse workforce catering to the dynamic ESG landscape.
Commenting on the award, the Chief Risk Officer of the Bank as well as the Chairman of the FirstBank Sustainability Committee, Patrick Akhidenor said, “We are honoured to receive this prestigious award for the second time in a row, which is a validation of our efforts to create a sustainable and inclusive future for all our stakeholders. Our approach to sustainability is hinged on three pillars: education, health and welfare; diversity and financial inclusion; responsible lending, procurement and climate initiatives”
He added: “We remain focused on driving impact through purposeful initiatives and inclusive growth, ensuring that our ESG efforts continue to create meaningful change in communities across Nigeria and beyond.”
The continued success in ESG and sustainability is driven by FirstBank’s vision to be Africa’s bank of first choice, leading with purpose, responsibility, and innovation.
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www.ASVphotos.comZenithBankPlchasbeennamed“Nigeria’sBestBank”attheEuromoneyAwardsforExcellence2025,emergingasNigeria’sstandoutperformer,andclinchingthebiggestandmost coveted country award. The award, which was presented to the bank on Thursday, July17,2025atThePeninsula,London,isatestament to its commitment to delivering exceptionalbanking services, innovative products and superior value to its customers and shareholders.Euromoney’s Awards for Excellence are one of the most highly coveted awards that matter tobanksandbankerswhomatter.TheannualAwardsforExcellencecelebratesfinancialinstitutions that demonstrate leadership, innovation, and resilience in their markets, with thisyear’seditionseeingarecordnumberofover770entriesfromworldclassfinancialinstitutionsincludingHSBC,MorganStanley,CitiBank,Barclays,StandardBankandDevelopment Bank of Singapore (DBS), amongst others.Commenting on the award, the Group Managing Director/Chief Executive of Zenith Bank Plc,Dame Dr. Adaora Umeoji, OON said, “We are absolutely thrilled to be recognized as Nigeria’sBestBankbyEuromoney.Thisawardisnotjustatestamenttoourrelentlesspursuitofexcellence, but also a validation of the unwavering trust and confidence our customers haveplaced in us. We are once again reminded that our success is not just about us, but about theimpact we continue to have on the financial ecosystem. We will continue to work tirelessly tosupportthegrowthanddevelopmentofoureconomyandupholdthehigheststandardsofgovernance, integrity and transparency that has earned us this recognition”.She dedicated the award to Zenith Bank’s customers across the globe for their loyalty, and tothe Founder and Chairman, Jim Ovia, CFR, for his visionary leadership and commitment toexcellencewhichformedthefoundationforthebank’ssuccesses.ShealsothankedtheBoardfortheirguidance,aswellasthestafffortheirunwaveringdedicationtobuildingaformidable and best in class global financial institution that will outlive generations.ZenithBank’strackrecordofexcellentperformancehascontinuedtoearnthebrandnumerous awards including being recognised as the Number One Bank in Nigeria by Tier-1Capitalforthesixteenthconsecutiveyearinthe2025Top1000WorldBanksRanking,publishedbyTheBanker.TheBankwasalsoawardedBankoftheYear(Nigeria)inTheBanker’s Bank of the Year Awards for 2020, 2022 and 2024; Best Bank in Nigeria from 2020to2022, 2024and 2025,inthe GlobalFinance World’sBestBanks Awards;Best BankforDigitalSolutionsinNigeriaintheEuromoneyAwards2023;andwaslistedintheWorldFinance Top 100 Global Companies in 2023.Further recognitions include Best Commercial Bank, Nigeria for five consecutive years from2021 to 2025 in the World Finance Banking Awards and Most Sustainable Bank, Nigeria in theInternationalBanker2023and2024BankingAwards.Additionally,ZenithBankhasbeen -
acknowledgedastheBestCorporateGovernanceBank,Nigeria,intheWorldFinanceCorporateGovernanceAwardsforfourconsecutiveyearsfrom2022to2025and‘BestinCorporateGovernance’FinancialServices’Africaforfourconsecutiveyearsfrom2020to2023 by the Ethical Boardroom.The Bank’s commitment to excellence saw it being named the Most Valuable Banking BrandinNigeria inThe Banker’sTop 500Banking Brandsfor 2020 and 2021,Bank ofthe Year 2023and2024attheBusinessDayBanksandOtherFinancialInstitutions(BAFI)Awards,andRetail Bank of the Yearfor three consecutive years from2020 to 2022 and in2024 at the BAFIAwards. The Bank also received the accolades of Best Commercial Bank, Nigeria and BestInnovation in Retail Banking, Nigeria, in the International Banker 2022 Banking Awards.ZenithBankwasalsonamedMostResponsibleOrganisationinAfrica,BestCompanyinTransparencyandReportingandBestCompanyinGenderEqualityandWomenEmpowerment atthe SERAS CSRAwards Africa 2024;Bank of theYear 2024by ThisDayNewspaper; Bank of the Year 2024 by New Telegraph Newspaper; and Best in MSME TradeFinance,2023byNairametrics.TheBank’sHybridOfferwasalsoadjudged‘RightsIssue/Public Offer of the Year’ at the Nairametrics Capital Market Choice Awards 2025
FirstBank, a leading financial institution and provider of financial inclusion services in West Africa, announces the achievement of ₦1 trillion in cumulative instant digital loan disbursements. This accomplishment further consolidates the Bank’s reputation for innovation, leadership in financial inclusion, and commitment to customer empowerment within.
Since its inaugural digital loan in August 2019, FirstBank has developed an unconventional and robust digital lending ecosystem designed with Artificial Intelligence and Machine Learning, to improve access to finance, especially to the high-risk customer segment. The Bank created a multi- channel loan disbursement service that requires no collaterals, zero documentation and is void of human interactions. Through its FirstAdvance, FirstCredit and AgentCredit products, 1.5 million unique borrowers enjoyed instant and secure access to credit. This is irrespective of whether they are salary earners, non-salary earners, or micro business owners. They also have the convenient options of accessing these loans through platforms such as *894# (FirstBank’s USSD service), FirstMobile, LitApp and the FirstMonie Agent App.
Regarding this milestone, Chuma Ezirim, Group Executive, e-Business & Retail Products at FirstBank, stated: “This success underscores our ongoing commitment to innovation and a customer-focused approach, which are central to FirstBank’s core values. Beyond achieving substantial figures, we remain dedicated to fostering opportunities for financial independence across Nigeria in particular, and in Africa at large.’’
He added, “We value the trust our customers place in us to support their financial aspirations. Our efforts to advance digital lending will persist, especially to the excluded and underserved customer segments, while effectively managing risks in the process.”
FirstBank currently disburses about N1 Billion daily in digital loans, demonstrating its commitment to fostering an inclusive, technology-driven future for Nigerians. By consistently investing in advanced technologies and developing customised financial solutions, the Bank seeks to improve the financial well-being of individuals and businesses across the nation.
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