By Elizabeth Chukwuma
More facts have emerged why the United Bank For Africa, UBA, plc, a pan African Bank, under the close watch of Kingsley Uzoka, had been ranked as one of the most technologically advanced bank in the African Continent. This is because the bank had embarked in cutting edge technology of automating processes, training and rewarding excellence .
. The bank may have have embarked on the cutting edge technology to ensure that millions of Customers both within and outside the country enjoy ‘’seamless and world -class banking services’’ . Given its innovation upgrading of its technology, which had put it as one of the three leading banks in the country that is very active in the Social Media, going by report by Alder Consulting, that ‘’it is to ensure that Customers’ expectations are met and surpassed ‘’.
The Money Deposit Bank, MDB, according to insider sources had invested millions of naira over the years in building a robust and secure e-banking Platform that had supported its banking Operations, both within and outside the country in strategic partnerships with some International Organisations in order to keep going higher.
There is no gain saying the fact that the Pan African bank besides being active on twitter, Facebook, Youtube, Instagram, Goggle plus and also running a Corporate Blog, was said to have developed strategies aimed at making seamless and effortless for the millions of its existing and potential customers while also ensuring the safety of their transactions.
It is instructive to note that the bank had also developed a mobile App , that is capable of transforming the way banking operations is carried out across Africa. This may have informed why the bank in the recent time had introduced some unique features on the mobile App and other digital Platforms that had set it far and above other competitors and thus, allow the customers to carry out their banking tractions seamless across all channels.
Last August, Sampson Aneke Group Head, Digital banking, had said that the bank had taken steps ahead of its major Competitors to navigate alternate banking channels in a bid to serve its Customers much better, amid the Wuhan town in the Hebei Province of the Asian country of China emerged Coronavirus, popular , COVID 19 and beyond.
.Alex Alozie, the Bank’s Head of Operations, who could not hide his feelings about the automation of its processes and upgrading of its technology said the bank had always put the Customer first. Given an insider information on the milestones that had been achieved in its digital technology journey over the last one year that it had embarked on intensive drive to transform its services across all service touch points including but not limited to banking halls, channels, internet, mobile, and USSD in Nigeria and the 19 African countries including the North American country of the United States , United Kingdom and Europe, where it had established its presence.
Alozie had said that the bank focused on the intensive drive to transform its services to ensure that Customers enjoy self- service ,where they can carry out their transactions seamlessly on their smart phones without visiting the banking hall. The Value News could authoritatively confirm that this is true in making payments to suppliers and other creditors including transferring money to friends and family members between March23, 2020 and much of September during the pandemic lock down.
An elated Alozie, disclosed that the transformation drive had further boosted the Customers’ confidence on the bank operations as the services are provided ease. He disclosed that the pandemic brought out the best in the bank operations in Nigeria and other parts of the world. He cited the newly improved products like the UBA connect which is one of the services that was said to have been introduced by the bank where Customers could easily carry out their transactions from anywhere in the world . This is in addition to its recently improved mobile App. This may have informed why the bank operations had also recorded remarkable improvement in the recent time, particular, at the branches across the country.The banker had said that Customers have no cause’’ to worry about failed transactions as ‘’the bank has taken relevant corrective and preventive measures for service improvement’’.
Michelle Nwoga, the UBA’s Head of Marketing and Customer Experience, had said that ‘’ bank is focused on being more intentional in the quality of is service-delivery to Customers. She stressed that the bank strategic initiatives which is geared towards improved operations had been implemented . According to her, the essence of implementing the strategic initiatives is ‘’to deliver a differentiated experience to Customers across all service touchpoints’’.
She was said to have assured those that cares to listen that the Pan African bank is keen on meeting the demands of today’s diversified Customer base by consistently focusing on innovation, process re-engineering, experience, optimization and technology upgrade, to confirm its leadership position in the nation’s banking industry.
She opined that , ‘’that it would go a long way to improve its service delivery , improve Customers’ satisfaction, and deepen its market share’’. Besides, the innovation, process re-engineering and the bank technology upgrade, the bank was said to have also embarked on equipping the staff in order to deliver exceptional service to Customers, while leveraging on its data for insight to guide business decision making.
She may have gladdened the heart of Customers when she said that ‘’the bank is no longer a one-size fits –all organization, as it could personalise services based on individual specific demands’’, noting that it was adopted because the Customer is the one that matters. This may have informed why the bank had tailoured its activities in line with Customers’ expectations.Nwoga, may have taken advantage of the Customer service week, which is held annually to speak out.
