CEO Alawuba Shares Secrets Behind UBA’s Success As Preferred Bank Across National Borders

United Bank for Africa (UBA), the customer-centric financial institution with master entrepreneur Tony Elumelu as Chairman, sits comfortably at the top echelon of the banking industry across borders.

The recently released KPMG 2024 West Africa Banking Industry Customer Experience Survey validates this position.

The financial powerhouse, operating in 20 African countries, the United States of America, France, and the United Arab Emirates while serving over 45 million customers globally, secured a second-place ranking in SME (Small and Medium Enterprises) Banking and third place in Retail Banking.

“This recognition is a testament to our ability to turn aspirations into achievements and challenges into victories. At the heart of this success lies our unwavering commitment to the Customer First (C1st) philosophy. It is not just a slogan but the essence of who we are. Through C1st, we’ve redefined customer satisfaction, delivered value, and earned the trust and loyalty of our clients,” Group Managing Director and Chief Executive Officer, Oliver Alawuba, shared insights on the top ranking in the survey.

“From retail branches to corporate offices, from technology teams to front-line staff, every effort contributed to this extraordinary transformation. I extend my heartfelt gratitude to our exceptional team for making this possible,” the team-player CEO recognized, highlighting the efforts of the 25,000 employees group-wide in sustaining the bank’s lead as an industry top shot.

Sharing the secrets of the robust foundation that gives UBA the wings to soar from success to success, the Group Managing Director disclosed that the parameter of success has, for several years, placed its customers at the center of its operations, guided by its six pillars of Customer Experience: Integrity—building trust through honesty; Resolution—promptly addressing customer concerns; Expectations—anticipating and exceeding customer needs; Time and Effort—simplifying processes to save time; Empathy—demonstrating genuine care and understanding; and Personalization—delivering tailored solutions.

Explaining that these principles have reshaped how the bank connects with its customers, fostering trust and deepening loyalty across its diverse markets, Alawuba asserted that the financial powerhouse remains committed to becoming the undisputed number one across all segments.

He further divulged that the bank aims to achieve this through deepened customer relationships, strengthened processes, and continuous innovation.

“The world of banking is evolving rapidly, and customer expectations are at an all-time high. To lead in this dynamic landscape, we must stay agile, innovative, and unwavering in our commitment to excellent service. Together, we will set new benchmarks and deliver unparalleled value to our customers,” the CEO of the financial group, which celebrated its 75th anniversary by transforming customers into millionaires in an all-year-long legacy promo, added.