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E-Financial

Rethinking Agency Banking with New Innovations in Nigeria

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Emmanuel   Okoegwale

Few weeks ago, I attended a national financial services agency forum, organized by one of the leading industry players in Nigeria with very impressive attendance from agents, nationwide.

The venue was filled up with enthusiastic agents but with significantly eroded transactional abilities, due to operational challenges that is affecting their service delivery at the last mile and causing significant friction, with customers.

It was a complains galore for the agents as they churn out different negative experiences, disappointments linked to poor support arising from failed transactions, delayed and inadequate reconciliation processes, poor support from providers etc.

Agency banking is provisioning of basic financial services such as cash deposit, cash withdrawal, fund transfer, bills payment etc through third party agents within communities. They deploy their own resources like cash, outlets etc while the service provider, will provide items such as branding materials etc. Point of sale devices are provided by service providers and in some instances, paid for by the agents but recently, some providers are issuing them at no cost.

The agency network is the distribution network, front-end and customer facing entities which require significant resources to build, manage and cultivate.

Cost of building these networks can be significant for many operators if the overall strategy of the provider, is not well defined and it becomes more complex as they reach new geographies, requiring diverse implementation plans.

While the ultimate for service providers, is to unlock the customer value, by  enabling them convert cash to electronic value and use the services themselves but the agent as the middle-Man, wants to keep the customers locked into over-the-counter transactions so that, they can continuously, earn fees.

The agent has no compelling reason to educate the customer to acquire and learn how to use the wallet. It’s a loss for the agent whereas the Banks are banking on this front-end partner to provide that education and conversion. There might be value for the agents if the providers can rethink their commissioning strategy that gives the agent some long-term value for converting customers to wallet users with consideration for residual commissions strategies etc.

Shared Agency

Shared agency is visible at the front-end but disaggregated at the back-end with locked-in, float accounts. At the front end, the POS will accept any Bank card issued in Nigeria seamlessly but at the back end, the agent may have multiple agency agreements, so the agent keeps multiple float accounts with multiple providers which fragments His total e-float inventory and its, inefficient. The agent may need to keep switching transaction devices, re-balancing different float accounts, frequently.

Agents are Working, Blindly

From the various complaints of the agents at the event, it was evident that the agents had not been well equipped aside the almighty Point of sale device which most providers think as the ultimate, in setting up, equipping and activating agents.

Operational issues had to be reported through telephone or email to back-office, transaction reconciliation issues must back with POS prints-out which might have faded, missing etc.

Delayed resolution period to resolve agent transaction issues, leading to customer dissatisfaction and sometimes intervention by security personnel and sometimes, loss of agent funds.

A well-equipped agent will save the provider significant time and resources by using digital and innovative tools provided by the provider to manage day -to-day operations in an innovative manner, that adds value to the entire value chain.

The Agent Dashboard

Agency dashboard provides actionable transaction data, which is used to manage customer transaction outcomes, identify and isolate issues which will then increase efficiency and performance of the agents.

The dashboard will enable agents to have simple, intuitive and secure interaction with all their transactions channels like POS, Mobile money transaction data etc via a single interface. It provides critical operational functional that will enable the agent to transact effectively and securely which will then improve the customer trust and overall experience.

Some customers will never sign up for wallets services because of trust issues, they need someone they can hold accountable when things do not work and that is the agent, who should be well equipped to address operational challenges, adequately.

Benefits

The dashboard reduces the agent’s support cost with agents having visibilities on some transaction data via their dashboard and increase uptime and performance.

Agents will be able to report suspicious transaction timely for flagging by the service providers thereby reducing losses, arising from fraud etc.

It will help the providers to reach agents in a timely and efficient manner if there is a ‘run’ on the system.

Agents can deliver improved services which reduces agent and customer friction and improves the customer experiences.

It’s a major win for agents to be able to work more effectively and efficiently in stressful, street-level “Ojuelegba” environments.

Conclusion

For agent banking to prosper in Nigeria, forward thinking and innovative providers, can deliver innovative directions that can empower the agent network with effective tools (front and bank-end) that can drive Nigeria’s match into the digital financial services era.


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E-Financial

UBA Envisions Footprint in over 100 Countries

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Oliver Alawuba, group managing director/chief executive officer, UBA,
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United Bank for Africa (UBA) Plc has unveiled an ambitious vision to expand its presence to over 100 countries worldwide in the next 75 years, deepening its role as a truly global African institution.

UBA Envisions Footprint in over 100 Countries

Looking ahead, UBA also plans to grow its customer base from over 45 million at present to more than one billion customers within the next 75 years.

The bank aims to achieve this by leveraging cutting-edge technology, customer-first innovation, trusted relationships, and collaborations to meet the evolving needs of individuals, businesses, and governments.

The bank projects to accomplish more, driven by its unwavering Customer 1st philosophy, the vast and untapped potential across Africa, and the deeply held belief that UBA possesses the capacity, resilience, and responsibility to confront and overcome the continent’s most pressing challenges while unlocking sustainable opportunities for future generations.

This vision was unveiled by Dr Oliver Alawuba, GMD/CEO of UBA Plc, over the weekend during his opening remarks at the UBA @ 75 anniversary gala dinner in Abuja.

Speaking during the celebration, themed “UBA @ 75 – A Legacy of Excellence… A Future of Impact,” Alawuba said, “At UBA, we are building more than a bank; we are building a future for the next generation of Africans—one defined by opportunity, inclusion, and transformation.

 

 

“In the next 75 years, we envision a UBA with a presence in every African country and an expansion to over 100 countries worldwide, deepening its role as a truly global African institution.

“In the next 75 years, UBA will serve more than one billion customers, leveraging cutting-edge technology, customer-first innovation, and trusted relationships and collaborations to meet the evolving needs of individuals, businesses, and governments.

“In the next 75 years, UBA will be more than a part of Africa’s economic renaissance—it will shape its trajectory and champion its transformation.”

Alawuba highlighted that 75 years ago, UBA commenced operations in 1949 on Kakawa Street, Lagos Island, as the British and French Bank. Today, through the strength and resilience of its people and the unwavering trust of its customers, the bank operates in 20 African countries and four global financial centres—New York, London, Paris, and Dubai.

“We are serving over 45 million customers through 1,000 business offices and a diverse array of channels: more than 430,000 POS terminals, 2,600 ATMs, and 21 million cardholders, powered by a workforce of over 25,000 staff across our network,” he stated.

UBA has consistently recorded numerous achievements, delivering an impressive performance in the 2024 fiscal year, with gross earnings soaring by 53.6% to ₦3.19 trillion ($2.14 billion)—underscoring the bank’s strong earnings momentum.

Furthermore, total assets expanded by 46.8% to ₦30.32 trillion ($19.58 billion), and shareholders’ funds strengthened by 68.39% to ₦3.42 trillion ($2.21 billion)—reflecting UBA’s growing balance sheet and unwavering resilience.

The GMD/CEO said, “These milestones stand on the pillars of stability, resilience, and excellence—pillars that have anchored UBA’s growth over the last seven and a half decades.”

Earlier,  Senator Kashim Shettima, vice president, extolled what he termed the staying power of the United Bank for Africa (UBA Group) over the past 75 years, describing the financial institution as a pacesetter in innovation, emerging markets, and generational ambition.

“Seventy-five years is not something you pick up at a supermarket. It is earned. It’s through risks and calculations, through storms and sunshine, through mergers and acquisitions, and through the brainpower and courage of those who believe in its promise of a new world. That is what leadership means,” he declared.

Senator Shettima said the celebration of an institution like UBA “that has outlived generations and still pulses with the vibrancy of youth” is not something that happens every day.

“The United Bank for Africa, or simply UBA, is not what it is because of the age of its ideas. It is what it is because of the attention it pays—attention to innovation, attention to emerging markets, attention to shifting dreams, and attention to the changing contours of generational ambition.

“UBA has remained a pacesetter because it is led by people who do not just manage capital but manage curiosity.

“UBA’s staying power is owed to its pursuit of relevance. It has stood as a reward for new thinking, expanding not just across geography but across ideas.

 

“It serves millions, it shapes economies, and it influences the narrative of what an African institution can become when excellence is institutionalised and when well-intentioned dream-makers are in charge.”

The Vice President acknowledged the leadership ability of Mr Tony Elumelu, group chairman, UBA, whom he described as one of the finest sons of the African continent, noting that no institution writes its history without the signature of those who believe in it.

According to him, Elumelu has “become a bridge between the old and the new, between the outdated and the emerging,” adding that he “has won the trust of even the Gen Zs, or whatever this brilliant, digital generation calls itself.”

He continued, “Tony Elumelu is not a dreamer. Dreamers are those who are stuck in the bubble. Mr Elumelu is a dream-maker. He has made true the imagination of those who wish for an empire from the comfort of their homes. He has taught us that it is possible to build without breaking, to lead without losing touch, and to dream without borders.

“One thing that has amused me about Mr Elumelu over the years is that he has cracked a code many still struggle to decipher—the delicate art of balancing the boardroom with the living room, of being a captain of industry and still a commander at home.

“Not many men have managed a balance between building empires and building families, between saving the world and being present at Christmas in their village. But this man, this maverick, this dream-maker, has shown us that you can help move the continent forward without losing touch with home and family.”

The Vice President also lauded Elumelu’s wife, Dr Awele Elumelu, saying she is not just a spouse “but an Amazon—a matriarch who gathers the kith and kin under her warm canopy,” as well as the quiet strength behind the force that is her husband.

Earlier,Tony Elumelu, group chairman of UBA, expressed profound gratitude to the Vice President while acknowledging the bank’s foundational history.

“This is a night of celebration, gratitude to God and to customers and shareholders who have made it possible,” Elumelu stated.

The Chairman emphasised the importance of honouring those who established UBA’s foundation, saying, “We all today are under the shields because someone planted the tree. The foundation of UBA was laid by people before us; we are only taking it further.”

Looking toward the future, Elumelu expressed confidence in the bank’s continued success, tying it directly to Nigeria’s economic environment.

“On the vision of the next 75 years, just keep transforming our domestic economy as President Bola Ahmed Tinubu is doing, and UBA will keep roaring,” he affirmed.

 

 

 

 

 

 


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Supreme Court Sets Aside N22 Trillion Judgement against Union Bank

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The Supreme Court of Nigeria has set aside a Federal High Court judgement in which over N22 trillion was awarded against Union Bank and other parties since 2014.

Supreme Court Sets Aside N22 Trillion Judgement against Union Bank

The judgement arose from a suit instituted by a company known as Visana Nigeria Limited which claimed that Union Bank was indebted to it in the sum of approximately $8 million at an interest rate of 2.5 per cent per month compounded from January 2000 until judgement and thereafter at 10 per cent per annum from the date of judgement until the sum was fully paid.

Delivering the lead judgement of the Supreme Court, with which four other Justices agreed, Justice Stephen Jonah Adah regretted how non-adherence to a settled judicial precedent by the two lower courts had caused a simple matter to be in court for over 25 years.

The final determination of the case is expected to lay to rest the discomfort of the CBN and other regulators of Union Bank, its auditors and rating agencies on the possible impact of the judgement on the going concern status of the bank.

Visana instituted the suit against the defendants, alleging that Metalloplastica Nigeria Limited, a Borrower from Union Bank was indebted to it in the sum of $7,616,188.94 as at December 1993 and that the purported Deed of Debenture made on 24th February 1989, pursuant to which Continental Merchant Bank appointed Chief R. U. Uche as Receiver/Manager of Metalloplastica was invalid, same having been procured “without the prior written consent of Universal Trust Bank and its successors-in title or assigns (being Union Bank) as provided in paragraph 13(f) of the original Debenture issued by Metalloplastica in favour of Universal Trust Bank.


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Over 500,000 Students Apply for NELFUND Loans in 11 Months- CEO

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In less than a year since its launch, the Nigeria Education Loan Fund (NELFUND) has attracted over 500,000 student loan applications—highlighting a growing national demand for accessible and inclusive higher education support.

Over 500,000 Students Apply for NELFUND Loans in 11 Months- CEO

The remarkable figure, achieved in just 11 months, signals the urgent need for student-friendly financial structures in Nigeria’s educational system.

Speaking on the development, Mr. Akintunde Sawyerr, managing director/CEO of NELFUND,  described the volume of applications as “a signal of hope for families across Nigeria.”

“We are witnessing a nationwide demand for opportunity, and NELFUND is proud to be at the heart of this transformation,” he said.

Since launching its portal, the Fund has enabled students from various institutions to apply for both tuition and maintenance loans, demonstrating the critical role it plays in bridging educational access gaps.

Sawyerr reaffirmed the Fund’s dedication to transparency, ease of access, and operational efficiency, while calling on stakeholders across sectors to support NELFUND’s mission of making higher education affordable for all.

He also encouraged students who are yet to apply or who need clarity on the process to reach out to the NELFUND support team for guidance.


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