The Week. |
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.
The 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.
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