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Customer Service Week: UBA Hinges Customer Satisfaction On Innovation, Optimisation and Upgrading of Banking Platforms

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Pan African financial institution, United Bank for Africa (UBA) Plc, has said that the recently embarked transformation of its processes is to ensure that customers’ expectations are not only met but surpassed while enjoying seamless and world-class banking services.

In ensuring this, the bank has embarked on several initiatives that include streamlining and automating its processes, upgrading technology, training, and rewarding staff excellence all towards ensuring that customers enjoy the very best of services.

UBA’s Head of Operations, Alex Alozie, who explained this during a virtual media parley on Wednesday, October 7, 2020, to mark the 2020 Customer Service Week, said the bank has intensified its focus on putting the customer first whilst still reaffirming its leadership position.

Alozie said that in line with this year’s theme, the ‘Dream Team’, which embodies UBA’s core goals, the bank has recorded considerable milestones in its journey.

He said, “In the last one year we have embarked on an intensive drive to transform our services across all service touchpoints including but not limited to banking halls, channels – internet, mobile, USSD, etc in Nigeria, Africa, and territories where we operate. We have ensured that our customers enjoy self-service, where they can carry out their transactions seamlessly on their devices, without visiting the banking hall. This has further boosted customers’ confidence as the services provide ease and convenience, especially during the Covid-19 pandemic.

“Honestly, I will say that the pandemic brought out the best of us. With newly improved products like UBA Connect – where our customers can carry out transactions from anywhere in the world – and our recently improved Mobile App, our uptime has improved significantly, and our branch operations have also recorded considerable improvement. All these are the outcome of the transformation journey which we embarked upon,” Alozie noted.

He added that there have been cases of failed transactions, and the bank has taken relevant corrective and preventive actions for service improvement.

UBA’s Group Head, Marketing and Customer Experience, Michelle Nwoga, pointed out that the bank is focused on being more intentional in the quality of service delivery to customers. She added that strategic initiatives have been implemented to deliver a differentiated experience to customers across all service touchpoints.

According to her, UBA is keen on meeting the demands of today’s diversified customer base by focusing on innovation, process re-engineering, experience optimization, and technology upgrade, etc. This is all in our effort to improve our service delivery, improve our customers’ satisfaction, and deepen our market share.

“Apart from this, we have also embarked on thoroughly equipping our people to deliver exceptional service, while also leveraging on data for insight to guide business decision making. We are no longer a one-size-fits-all organization, as we now personalize services based on individual specific demands; 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,” Nwoga noted.

Customer Service Week is celebrated annually all over the world and recognizes the importance of customer service and seeks to show appreciation to the staff who serve and support customers with the highest degree of care and professionalism.

United Bank for Africa Plc is a leading Pan-African financial institution, offering banking services to more than twenty-one million customers, across over 1,000 business offices and customer touchpoints, in 20 African countries.

With a presence in the United States of America, the United Kingdom, and France, UBA is connecting people and businesses across Africa through retail; commercial and corporate banking; innovative cross-border payments and remittances; trade finance, and ancillary banking services.

BIG STORY

Dollar Weakens, Stocks Fluctuate Amid Trump-Powell Clash

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Gold prices reached a new high on Tuesday, while the US dollar weakened and stock markets experienced mixed results. This followed US President Donald Trump’s latest criticism of Federal Reserve Chairman Jerome Powell, which heightened concerns about the central bank’s independence.

Adding to the existing market uncertainty caused by US tariffs, investors are now worried that President Trump might attempt to remove the head of the Federal Reserve.

Trump criticized Powell last week for suggesting that the tariffs could lead to higher inflation. He implied that Powell’s removal couldn’t happen soon enough and expressed his dissatisfaction, stating he would remove him if he wanted to.

While this initial criticism raised concerns, Trump’s subsequent call on Monday for the Fed to cut interest rates, labeling Powell a “major loser” and “Mr Too Late,” caused significant market anxiety.

In posts on his Truth Social platform, Trump argued that inflation was “virtually” nonexistent, citing lower energy and food costs and pointing to the European Central Bank’s rate cuts.

These comments have fueled speculation that Trump is planning to remove Powell, with his economic advisor Kevin Hassett indicating on Friday that the president was considering his options.

In response, Wall Street investors sold off US assets, resulting in all three major indexes closing about 2.5 percent lower on Monday.

“While the market barely reacted to Trump’s initial comments on Thursday, Monday’s renewed attack triggered a significant ‘sell America’ trend,” noted Tapas Strickland of National Australia Bank.

“Regardless of whether President Trump has the legal authority or intention to act against the Fed, his actions highlight a decline in US market stability and increased policy risks for investors.”

Investors seeking safe-haven assets drove gold prices to a new record above $3,500. Although the dollar stabilized after Monday’s sell-off, it remained under pressure against other major currencies.

Stock markets experienced fluctuations between gains and losses on the first full trading day after the Easter holiday.

Markets in Tokyo, Sydney, Seoul, Wellington, Taipei, Manila, and Bangkok saw declines, while Hong Kong, Shanghai, Singapore, Mumbai, and Jakarta recorded gains.

London’s market showed little change, and Paris and Frankfurt saw slight decreases.

However, analysts cautioned that any attempt by Trump to fire the Fed chairman could trigger another significant market downturn and erode confidence in the US economy.

Pepperstone strategist Michael Brown warned, “If Powell were to be fired, the immediate reaction would be a massive surge in financial market volatility and an unprecedented flight from US assets.”

He added, “Equities would fall sharply, Treasury bonds would be sold across the board, and the dollar would plummet.”

Brown further stated, “Any indication that the long-standing independence of the Fed is under threat would lead global investors to sell off all US-based assets and raises the genuinely alarming possibility of disrupting the entire global financial system.”

Below is a summary of key market figures:

* Tokyo – Nikkei 225: Down 0.2 percent at 34,220.60 (close)

* Hong Kong – Hang Seng Index: Up 0.6 percent at 21,527.95

* Shanghai – Composite: Up 0.3 percent at 3,299.76 (close)

* London – FTSE 100: Flat at 8,275.99

* Euro/dollar: Down at $1.1500 from $1.1510 on Monday

* Pound/dollar: Up at $1.3389 from $1.3377

* Dollar/yen: Down at 140.38 yen from 140.89 yen

* Euro/pound: Down at 85.88 pence from 86.03 pence

* West Texas Intermediate: Up 1.1 percent at $63.78 per barrel

* Brent North Sea Crude: Up 1.0 percent at $66.95 per barrel

* New York – Dow: Down 2.5 percent at 38,170.41 (close)

 

Credit: AFP

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BIG STORY

NNPCL Generates N336bn From Crude Sales In Q1 2025, Dangote Refinery Accounts For 32% — Report

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The Nigerian National Petroleum Company Limited (NNPCL) reported earnings of N336.37 billion from crude oil sales in the first quarter of 2025. The Dangote Petroleum Refinery contributed over 32% of this figure, with crude supply transactions worth N107.44 billion.

Internal documents submitted at Federation Account Allocation Committee meetings revealed that the crude sold to Dangote was priced between $74.87 and $80.34 per barrel, using exchange rates from N1,501.22/$ to N1,562.91/$, based on African Export-Import Bank (Afreximbank) recommendations.

The naira-for-crude initiative—designed to reduce the demand for US dollars and stabilize fuel prices—was introduced by the Federal Government in July 2024. It mandated the sale of crude oil in naira to local refineries, including the Lagos-based 650,000 barrels-per-day Dangote facility, for six months starting October 1, 2024.

Although the Dangote refinery temporarily paused naira-based petroleum product sales in March 2025 due to currency mismatch issues, the Federal Executive Council reinstated the policy, declaring it a long-term solution to boost local refining.

Following this, the refinery reduced the ex-depot petrol price to N835/litre—its third cut in under six weeks—reflecting the benefits of naira-priced crude.

According to the documents, seven shipments totaling 915,821 barrels were delivered to Dangote from the Okwuibome field, operated by Sterling Oil Exploration & Energy Production Company (SEEPCO). The crude was supplied under Production Sharing Contracts.

Despite SEEPCO’s critical role, the Nigerian Content Development and Monitoring Board (NCDMB) continues to investigate the company for alleged anti-labour practices and expatriate quota abuses, with support from the Petroleum and Natural Gas Senior Staff Association of Nigeria (PENGASSAN).

The NCDMB had previously sanctioned SEEPCO for violating the Nigerian Oil and Gas Industry Content Development (NOGICD) Act and scheduled a performance review for March 2025 after incomplete commitments made in 2020 and 2022.

The invoices showed due dates between January 16 and March 22, 2025. One early shipment on December 2, 2024, aboard the Gulf Loyalty, included 149,737 barrels sold at $74.87 per barrel, bringing in N17.52bn. Other shipments followed aboard Almi Voyager and Sonangol Kalandula, with a combined total value of $70.54 million or N107.44 billion in naira.

In the same quarter, NNPCL earned N228.93 billion from the export of 1.95 million barrels to international buyers. These exports, involving Egina, Erha, and Forcados Blend crude, were sold under Production Sharing Contracts through NNPC Trading.

Key international transactions included a 990,158-barrel Egina cargo aboard the Apache in February 2025, which brought in N120.04 billion. Exchange rates provided by the Central Bank of Nigeria ranged from N1,477.22 to N1,535.82, lower than the rates used for domestic sales.

This exchange rate discrepancy underscores the challenges NNPCL faces balancing foreign exchange revenue with domestic fuel supply. A technical subcommittee has been set up to improve pricing, address currency mismatches, and ensure continued supply to local refineries under the revised naira-for-crude policy.

 

Credit: The Punch

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BIG STORY

Fuel Marketer Defends N899 Pump Price, Cites Economic Pressures

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Fuel distribution company, SGR, has justified its N899 per litre price for Premium Motor Spirit, attributing the figure to prevailing economic conditions and increasing operational costs in Nigeria’s deregulated petroleum sector.

This statement came in response to criticisms from the Independent Petroleum Marketers Association of Nigeria (IPMAN), which described the price as excessive and potentially harmful to market stability.

In a release issued Monday by its Corporate Communications Team, SGR explained that its pricing decisions are influenced by various factors, including the cost of fuel acquisition, transportation logistics, and the need to sustain quality service delivery across its national network.

“Pricing in a deregulated sector is influenced by several market forces,” the statement read. “Our pricing reflects these realities and is not intended to disrupt the market or disadvantage other marketers.”

The company reiterated its commitment to fairness, transparency, and consumer protection, clarifying that the price point is a result of real-world supply chain and operational challenges rather than arbitrary markups.

SGR also expressed willingness to engage with stakeholders such as IPMAN to ensure a more stable and sustainable fuel supply framework nationwide.

“We are open to constructive discussions and collaborations with all stakeholders to maintain a balanced and efficient fuel distribution system that serves the interests of all Nigerians,” the statement added.

The price increase has fueled public debate around fuel costs following the full deregulation of Nigeria’s downstream petroleum sector.

Several industry players have attributed rising pump prices to forex instability, logistics hurdles, and surging transportation expenses.

SGR concluded by reaffirming its dedication to delivering high-quality service and sustaining the trust of its customers over the long term.

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