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UBA Promises To Put Customers’ Needs First As It Holds 2019 Forum In Lagos

Gbemileke Ajayi

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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.

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.”

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.

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 touchpoints. In 2018, the bank received the award of Africa’s Best Digital Bank by the Banker’s magazine

BUSINESS

COVID-19: Heritage Bank Offers Seamless Service To Stakeholders, Curbs Impact Of Virus

Peter Okunoren

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As the world grapples with the impact of the outbreak of Coronavirus pandemic, which has continued to cause worldwide challenges for healthcare systems, economies and corporate organizations, Heritage Bank Plc has taken practicable steps to offer seamless services to customers, whilst ensuring the health and safety of their workers and others at the workplace.

The bank, however, adopted a crisis response measure in place to minimize and manage the risk arising from the disease known as COVID-19 and ensure that the payment infrastructure and logistics to maintain operations going as various State governments brace up for lockdown to contain the pandemic.

The bank’s Management in a statement explained that part of its business continuity management emanating from Heritage Bank’s corporate strategy was to guarantee seamless service delivery to the various stakeholders, adopt measures to tackle significant business risk that might have growth impact on the economy, whilst taken reasonably practicable steps to minimize the risk.

According to Heritage Bank, incognizant with the protocols proffered by the World Health Organisation, Nigeria Centre for Disease Control and other health agencies, Heritage Bank provided a work environment that is without risk to health and safety and adequate facilities for workers in carrying out their work, so far as is reasonably practicable.

The statement noted that the Bank has maintained a maximum of 10% of staff who constitute mainly Units heads and “must-have” working from its premises during these times of uncertainties, whilst others work remotely from home to adhere to the social distancing directive.

The bank further noted that efforts have been ongoing via its intranet and other channels to keep staff and customers up-to-date with the latest COVID-19 information and provide clear direction and guidance expected of workers and customers.

“We have enforced and continued to monitor the need for workers to practice good hygiene, including frequent hand washing, use of sanitizer, limiting contact with others, including through shaking hands covering their mouths while coughing or sneezing require workers to stay away from the workplace if they are unwell and not fit for work and encourage them to seek medical advice as appropriate seek advice from health authorities immediately if there has been a confirmed case of COVID-19 and for staff who are arriving from affected countries to self-quarantine for 14days,” the financial institution stated.

To ensure seamless banking transactions, the bank explained that customers are constantly communicated to, to adopt its available 24/7 alternate electronic channels.

“We have encouraged our customers to adopt the self-service platforms like *745*0# for balance inquiry, Funds Transfer (Within Heritage Bank): *745*1*Amount*Account Number#, self-airtime recharge: *745*Amount#, third party airtime recharge: *745*Amount*Mobile Number# and change pin: *745*00#.

“We are available via email [email protected] and social media (insert social media icons) to render the following services: Debit Card Hotlist, Post No Debit Request (PND Placement), HB Paddie unlock/ username request/ Password reset, Statement of Account (individual accounts) and general inquiries on products and services

“We have set up a COVID-19 Support Centre to offer COVID-19 safety tips to all our customers during this period, in support of the efforts of the Government and relevant bodies. Please send any information relating to the COVID-19 pandemic via these channels: E-mail: [email protected] and contact number: 01-2369099,” the bank explained.

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BUSINESS

Sterling Bank Contributes N250m To Private Sector Coalition Against COVID-19

Gbemileke Ajayi

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Sterling Bank Plc, has contributed N250 million as part of its commitment to the newly formed Nigerian Private Sector Coalition Against COVID-19 created to help channel resources to combat the coronavirus disease under the theme: “We need you.”

The bank, in an email to its customers, disclosed that it is working with the Bankers’ Committee to lead the effort to raise N120 billion required by the Federal Government to fight the coronavirus pandemic and help achieve the shared goal of eradicating the virus.

Managing Director and Chief Executive Officer of Sterling Bank, Mr. Abubakar Suleiman said, “While this will go a long way, more still needs to be done. We have come to acknowledge that this battle will require every one of us to play our part as corporate citizens and individuals.”

He enjoined other public-spirited corporate organizations and individuals to join in the fight against COVID-19 by making a contribution to the Fight COVID-19 Fund (FCF) and help the coalition to defeat the pandemic for good. He said every Naira donated will go a long way in saving the country from the pandemic.

Suleiman said donations should be sent to:

Bank Name: Sterling Bank
Account Name: COVID Donations
Account Number: 0076813615

He urged Nigerians to show their strength by uniting against the virus, saying a Swahili proverb which translated into English means “Unity is strength; division is weakness,” is needed now more than ever.

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BUSINESS

Heritage Bank, GEZAWA Set To Transform Nigeria’s Agric Sector To Huge Commercial Hub

Gbemileke Ajayi

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The Nigerian agricultural sector is set to witness huge growth, as Heritage Bank Plc the lead settlement bank for Gezawa Commodity Market (GCMX) has collaborated with key stakeholders to revolutionize agricultural value-chain, aimed at providing a fully integrated ecosystem for commodity Exchange.

Heritage Bank was appointed as the Lead Settlement Bank and Transaction Adviser to the Gezawa Commodity Market and Exchange Ltd and Memorandum of Understanding (MoU) was signed between the two firms, whilst over 10, 000 farmers in 3000 cooperatives in the 44 local governments of Kano States were hosted.

The partnership between Heritage Bank and the Exchange would facilitate the ease of agro commodity trading in a more structured way, especially with the closeness to the Dawanu, the largest grain market in Africa.

The MD/CEO of Heritage Bank Plc, Ifie Sekibo, who was a panelist at the 2nd GCMX Farmers’ Cooperative Forum in Kano at the weekend, stated that the partnership is targeted to de-risk the sector that would bring about structured and enhanced agro-business and attain food security that leads to economic development.

Sekibo, who was represented by the Executive Director, Jude Monye explained that the partnership which would help bridge the huge gap associated to risk, will fast track effective price discovery mechanism and traceability and enhanced trade settlement services.

Specifically, the bank’s helmsman stated that under the Central Bank of Nigeria’s Anchor Borrowers Programme (ABP) and the Nigeria Incentive-Based Risk Sharing System for Agricultural Lending (NIRSAL), Heritage Bank would provide on-lending funding to aggregated farmers in the 2020 farming season to grow various products that will serve as raw materials to the processors, thereby ensuring market linkages and access to the market as well as reduce importation and conserve Nigeria’s external reserves.

According to him, with its assigned position Heritage Bank would play a pivotal role in ensuring that there would be an effective and readily available platform for market linkages among players in the agribusiness value chain, involving FMCGs, warehouse operators, collateral managers, processors, farmers’ cooperatives to transact in a seamless way that guarantees quality, quantity, payment, and delivery.

Speaking the event, the ED/CEO of the Nigerian Export Promotion Council (NEPC), Segun Awolowo affirmed that the initiative would help foster diversification of non-oil export trade.

He, however, stated that NEPC would ensure that the primary for the signing of the MoU would be achieved, whilst calling for the need to ensure adequate and seamless supply of agricultural commodities for the business to be sustainable.

The Gezawa Project Consultant, Binchang Binfa, Managing Director of Makarios Global Resource, disclosed, “the ultimate goal was to unlock the vast potential of agricultural value chain via partnerships and synergy with like-minded enterprises, organizations and institutions that will mutually create wealth, generate local employment and contribute significantly to the economic growth and GDP the nation.”

He stated that the Exchange would provide services on price discovery and transparency, increase foreign exchange earning capacity, commodity storage and warehouse receipt system, employment generation of 15, 000 direct and indirect jobs, investment opportunities, increase in non-oil export, ease of doing business, weather report, soil test report, as well as 24/7 online trading of commodities on an alive trading platform.

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