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By Chinwendu Obienyi
The Managing Director and Chief Executive Officer of Unity Bank Plc, Ebenezer Kolawole, has emphasised that a strong service culture anchored on responsiveness and innovation remains the key differentiator for impactful customer service in today’s competitive business landscape.
Kolawole made the remarks at the flag-off ceremony marking the 2025 Customer Service Week celebrations at Unity Bank’s headquarters. He stated that the Bank’s continuous investment in technology, systems, and people is redefining customer experience across all touchpoints.
Apart from constantly improving how we deliver better customer support, the increasing sophistication of our customers has made us focus more on customer experience innovation,” he said. “We are making deliberate investments that enable us to completely redefine our customer journey.”
Commending the Bank’s workforce, especially frontline staff, for their dedication and professionalism, the Managing Director reaffirmed Unity Bank’s commitment to exceptional service delivery.
He noted that this year’s celebration, themed “Mission: Possible,” reflects the institution’s belief that customer needs can always be met through innovation, teamwork, and a strong service culture.
At Unity Bank, our mission is clear and that is to make banking simple, accessible, and rewarding for every customer. Mission Possible captures the spirit with which we approach every challenge and opportunity to serve, whether through our digital platforms, branch interactions, or customer support channels,” Kolawole added.
Also speaking, the Bank’s Chief Customer Service Officer, Mrs. Elfrida Igebu, underscored the importance of recognising staff who consistently go above and beyond to serve customers.
“This year’s theme reminds us that what may seem challenging is always achievable with the right attitude, teamwork, and customer-first mindset. Our frontline teams embody this every day by demonstrating that at Unity Bank, service excellence is not just a goal, it is our mission,” Igebu stated.
In another development, the bank recently hosted an informal and engaging meet-and-greet session with leading media professionals at The Stallion Plaza, its headquarters in Marina, Lagos.
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The event, held at SpaceNXT, the Bank’s purpose-designed co-creation hub for innovators and creators, was conceived as a relaxed platform to foster personal connections and deepen mutual understanding between the Bank and media partners.
Rather than a formal media briefing, the gathering offered a convivial atmosphere for open conversation, reinforcing Union Bank’s recognition of the media’s essential role in shaping public discourse and amplifying the Bank’s mission.
In attendance were senior members of Union Bank’s leadership team, including Taiwo Shote, Executive Director, Corporate Banking, Lagos and West, Olufunmilola Aluko, Chief Brand and Marketing Officer, and Tosin Ibikunle, Head of Strategy and Planning. Olufunmilola and Tosin reaffirmed the Bank’s commitment to transparent and collaborative engagement with the press, while underscoring Union Bank’s strong operational footing and readiness to meet all regulatory obligations.
Speaking at the event, Mrs Olufunmilola Aluko, Chief Brand and Marketing Officer, said:
“This event is simply about people. Union Bank has been around for 108 years, and we’ve seen it all – from telegram banking to digital wallets; from handwritten ledgers to AI-driven analytics. But through all that change, one constant has remained: the media.
We wanted to create a space that is unhurried and human, where we can meet without the weight of deadlines or the formality of press statements, because behind those exchanges are real people who share a deep commitment to storytelling, to truth, and to impact. So today, we wanted this session to simply be about reconnecting; banker to journalist, human to human.”
Echoing this spirit of partnership as the Bank looks ahead, Mr Tosin Ibikunle, Head of Strategy and Planning, added:
“Union Bank has diligently enhanced its systems and service experience in preparation for the next phase of growth. As we roll out new initiatives, we look forward to partnering with the media to tell our story with clarity, accuracy, and impact.”
The event also featured a tour of Stallion Plaza and a networking session, reflecting the Bank’s intention to create a warm, human connection beyond the usual formalities of corporate communication.
Union Bank remains steadfast in its commitment to building trust through open dialogue and meaningful partnerships with the media and all stakeholders, as it continues to serve customers and contribute positively to Nigeria’s economic landscape.
