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UBA Empowers Staff to Deliver Superior Customer Experience, Launches CX School of Excellence 

The comprehensive program is expected to equip the bank’s employees with the necessary skills and knowledge to provide superior customer experiences across all business segments.

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Africa’s Global Bank, United Bank for Africa (UBA) Plc, has launched the Customer Experience (CX) School of Excellence, a first-of-its-kind initiative aimed at empowering its workforce to deliver top-notch services to its customers.

The comprehensive program is expected to equip the bank’s employees with the necessary skills and knowledge to provide superior customer experiences across all business segments.

UBA’s Group Managing Director/Chief Executive Officer, Oliver Alawuba, explained that the program which is in line with the bank’s philosophy of the ideals of ‘Enterprise, Execution and Excellence’, will involve training staff on the latest advancements in customer experience knowledge, while enabling them to provide personalised, innovative, and seamless banking experiences.

He said, “At UBA, the core of our Group strategy is our ‘Customer 1st‘ Philosophy, which is our promise to always put our customers first, and as we intensify our focus on delivering our C1st agenda, I am delighted to announce the launch of the UBA CX School of Excellence, the first of its kind in the industry.

Continuing, he said, “This program has been developed to ensure all UBA staff are equipped with the required skills and knowledge to deliver exceptional service to our customers. It reflects globally recognised CX knowledge relevant to serving today’s customers, their evolving needs and expectations and will strategically position UBA as the bank of choice across all our business segments.”

The GMD pointed out that the program, which begins in the next few weeks, will pilot across six countries and nine branches, as he added that staff of the selected locations are expected to complete the appropriate modules to become a UBA CX Certified staff. “Once this pilot has been concluded, the program will be rolled out across the Group,” he stated.

While imploring staff to take advantage of the learning opportunities presented by this CX School, UBA’s Group Head, Customer Experience, Michelle Nwoga, said the bank is determined to provide something more and exceptional in the services they provide to customers, and has over time developed various strategies to ensure that its service delivery is continuously upgraded to remain the bank of choice.

She said, “We have also embarked on thoroughly equipping our people to deliver exceptional service to customers; this is largely because we know that the customer is the only one that matters, and we tailor all our activities in line with their expectations.

According to her, UBA aims to provide the best value possible for its customers through a more interactive, user friendly interface that will make countless opportunities available for the customers from the comfort of their homes.

United Bank for Africa is one of the largest employers in the financial sector on the African continent, with 25,000 employees’ group wide and serving over 35 million customers globally.  Operating in 20 African countries and in the United Kingdom, the United States of America, France and the United Arab Emirates, UBA provides retail, commercial and institutional banking services, leading financial inclusion and implementing cutting edge technology.

Is the CEO/Founder of Investors King Limited. A proven foreign exchange research analyst and a published author on Yahoo Finance, Nasdaq, Entrepreneur.com, Investorplace, and many more. He has over two decades of experience in global financial markets.

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Banking Sector

Central Bank of Nigeria Postpones 293rd Monetary Policy Committee Meeting

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Central Bank of Nigeria - Investors King

The Central Bank of Nigeria (CBN) has announced the postponement of its 293rd Monetary Policy Committee (MPC) meeting, originally scheduled for September 25th and 26th, 2023.

Dr. Isa AbdulMumin, the bank’s Director of Corporate Communications, released a statement on Thursday confirming the decision.

In the statement, Dr. AbdulMumin stated, “The Monetary Policy Committee of the Central Bank of Nigeria has deferred its 293rd meeting, which was initially planned for Monday and Tuesday, September 25th and 26th, 2023, respectively. A new date will be communicated in due course. We regret any inconvenience this change may cause our stakeholders and the general public.”

While the CBN did not provide an official reason for the postponement, some industry experts suggest it may be related to the pending approvals for the newly appointed governor and deputy governors of the bank.

President Bola Tinubu recently nominated Yemi Cardoso as the potential head of the CBN. Additionally, Tinubu has endorsed the nominations of four new deputy governors for the apex bank, who are expected to serve for an initial term of five years, pending confirmation by the Senate.

The nominated deputy governors are Emem Usoro, Muhammad Abdullahi-Dattijo, Philip Ikeazor, and Bala Bello. However, the appointment of the CBN governor is contingent upon Senate confirmation, which is currently on a yearly recess.

The CBN assures stakeholders and the public that the rescheduled MPC meeting date will be communicated promptly as soon as it is confirmed.

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Banking Sector

Currency in Circulation Surges by N1.7 Trillion Amidst Rising Cash Transactions

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New Naira Notes

The currency in circulation in Nigeria has surged by N1.7 trillion, driven by a surge in cash transactions.

According to data obtained from the Central Bank of Nigeria (CBN), as of the end of August, the currency in circulation rose to N2.7 trillion.

This substantial increase in currency in circulation comes after a 235.03 percent dip to N982.1 billion as of the end of February 2023 from N3.29 trillion at the close of October 2022, primarily due to the naira redesign policy spearheaded by the CBN.

However, the currency in circulation began its steady ascent once the policy concluded. Cash that had been previously withdrawn from circulation to promote electronic payments was reintroduced into the economy, contributing to this significant boost.

The data obtained from the CBN reveals that a whopping N2.3 trillion was removed from circulation during this period.

The CBN defines currency in circulation as all legal tender currency in the hands of the general public and within the vaults of Deposit Money Banks, excluding the central bank’s vaults.

The CBN further elucidated its methodology, stating that it employed an “accounting/statistical/withdrawals & deposits approach” to calculate the currency in circulation in Nigeria. This approach meticulously tracks the movement of currency in circulation on a transaction-by-transaction basis.

Under this methodology, each withdrawal made by a Deposit Money Bank at one of CBN’s branches results in an increase in currency in circulation (CIC), while each deposit made by a DMB at one of CBN’s branches leads to a decrease in CIC.

This surge in currency in circulation reflects the evolving landscape of financial transactions in Nigeria and underscores the importance of flexible monetary policies in facilitating economic growth and stability.

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Banking Sector

Strong Growth in Earnings for Leading Nigerian Banks in H1 2023

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Financial reports released by eight Deposit Money Banks (DMBs) for the first half of 2023 have showcased robust financial performances, collectively amassing N3.9 trillion in gross earnings.

These figures were recently disclosed through the financial statements published on the Nigerian Exchange Limited’s website.

Zenith Bank: Zenith Bank, in its audited results for the half-year ending on June 30, 2023, stood out with remarkable growth, posting a 139 percent surge in gross earnings. This figure soared from N404.8 billion in H1 2022 to N967.3 billion in H1 2023.

The bank also reported a 161.84 percent increase in profit after tax, reaching N291.7 billion by June 2023.

Guaranty Trust Bank (GTCO): GTCO recorded a substantial 85 percent rise in gross earnings during H1 2023, soaring to N672.603 billion from the N364.306 billion recorded in the previous year.

In its audited consolidated and separate financial statements filed with both the Nigerian Exchange Group and London Stock Exchange, the bank reported a profit after tax of N280.482 billion for H1 2023, compared to N77.557 billion in the corresponding period of 2022.

United Bank for Africa (UBA): UBA demonstrated its financial prowess with a remarkable 164 percent increase in gross earnings, reaching N981.78 billion in June 2023, compared to N372.36 billion in June 2022.

According to the bank’s audited financial report, its profit after tax surged to N378.24 billion, reflecting a staggering 437.8 percent increase over H1 2022.

First Bank: Nigeria’s oldest bank, First Bank, experienced substantial growth in gross earnings, witnessing an 82.8 percent increase to N656.6 billion in H1 2023, compared to N359.2 billion in the same period of 2022.

The bank’s profit after tax also saw significant growth, increasing to N174.9 billion in H1 2023 from N53.3 billion in the previous year.

Also, other prominent banks that recorded substantial growth in gross earnings in the first half of 2023 included Wema Bank (N89.09 billion), Fidelity Bank (N247.1 billion), Sterling Holding (N99.06 billion), and FCMB (N238.2 billion). Cumulatively, these eight banks collectively amassed N3.9 trillion in the first six months of the year.

A deeper analysis of these banks’ financial statements indicated that the impressive performance in the first half of the year was primarily attributable to the devaluation of the naira following the Central Bank of Nigeria’s decision to float the local currency.

For instance, Zenith Bank’s interest income surged by 72 percent, reaching N415.4 billion in H1 2023 from N241.7 billion in H1 2022. Additionally, trading gains rose by 21 percent to N103 billion during this period.

The growth in interest income was attributed to the impact of both the expansion and repricing of risk assets.

“The liberalization of the foreign exchange market during the period spurred the growth in non-interest income as revaluation gains improved significantly,” noted the bank.

These impressive financial performances underscore the resilience and adaptability of Nigerian banks in the face of economic challenges and changing market conditions, positioning them as key players in the nation’s financial landscape.

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