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Consulting Should Tout Insights for Business Growth- Kalu

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Ikechukwu Kalu is the chief executive officer/lead consultant of Customer Passion Point Limited.
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Ikechukwu Kalu is the chief executive officer/lead consultant of Customer Passion Point Limited. He was the Vice President/Group Head of Marketing & Communications of one of Nigeria’s leading financial institutions, First City Monument Bank (FCMB).

He began his career with Guinness Nigeria Plc and worked in different capacities spanning Production, Human Resources, Internal Audit as well as Marketing.

He is a Chartered Marketer and member of the National Institute of Marketing of Nigeria (MNIMN) and Chartered Institute of Marketing (MCIM), London. He is an alumnus of the revered Harvard Business School as well as Lagos Business School‎.

In this interview he spoke to peter ugwu he disclosed why he really wanted to be known for value creation consulting which is mainly about business marketing.

Leaving FCMB for Customer Passion Point Limited
Yes. It’s a great job I enjoyed while it lasted. As you may remember, I was head hunted and recruited all the way from Tanzania where I had just ended an expatriate contract as Marketing Director for Zanzibar Telecoms (Zantel Limited), a part of Etisalat.
I had a two year contract with FCMB which ended in August 2014 but we agreed to extend it to December 2014, a period we thought was adequate to get the team fit into a new structure which was intended to align the activities of marketing and the retail banking group in the bank’s quest to build a viable / profitable retail franchise.

The Concept of CPPL
Customer Passion Point Limited is a value creation firm that is positioned to support p small, growing and medium size organisations to create stakeholder value through consumer insights.
This we do through business marketing consulting and training / development.
We sit with SMEs and Entrepreneurs to understand their issues and develop appropriate solutions to solve the issues. We also serve large organisations that may not have the capacity in house to implement their strategies.

Ever Envisaged Leaving FCMB?
Yes I did know that I was going to leave FCMB at the end of the 2 year contract but I must confess that I expected that the contract would be renewed for another 2 years as I didn’t think the initial 2 years was adequate to midwife the new marketing that I set up.
Looking back now, I see why it was important for the team to work their way around the new structure and evolve organically. I always knew I will go back to working at CPPL because it was borne out of a vision to support small and growing businesses that definitely would not have the capacity for strategy and implementation and would require the services of consultants.
How did it start? It was in 2010 when I was leaving Zain (now Airtel, Nigeria) to travel to Tanzania to take up an expatriate job as Marketing Director when it the idea of setting up Customer Passion Point Limited (CPPL) occurred to my wife and I and we went for it and offered some shares to a friend who was also to run the company while we are away but it didn’t really worked.
The registration was completed but we never did any job until we got back from Tanzania in 2013.
As faith will have it, I had to set up the Tanzania arm in 2011 after my contract with Zantel Limited (a part of Etisalat) ended and I was very comfortable taking up another paid job.
It started with two very influential and successful businessmen (Zadock Kola, the owner of ZK Advertising), a Tanzanian and Tito Alai (a former member of Celtel International Board) from Kenya called me to a meeting on how we could start a truly African brand.
The meeting held at Southern Sun Hotel, Dar es Salam. I still remember the day very vividly. Interestingly, they two big men never got back to me on the subject even as you read this interview, but I walked away from that meeting with a strong passion to set up Customer Passion Point Limited in Tanzania, a brand that would soon become a truly African brand.
Three months after setting up CPPL in Tanzania, we got an opportunity to pitch for a customer engagement campaign job at Ecobank.
We were successful at the pitch and had the responsibility to develop and execute the campaign end to end.
It was about generate quality awareness for the band and growing both customer acquisition and low cost deposit for Ecobank Tanzania. The campaign ran for six (6) and I guess it was very successful as the campaign was later replicated in all Ecobank operations.
It was exactly three (3) into the campaign when FCMB head hunted and hired me for the role of Group Head, Marketing & Communication at a Vice President level.

CPPL’s Service Offerings
We offer two broad services – Business Marketing Consulting and Training / Development. (a.) Business Marketing Consulting. Forward looking businesses know that value creation through efficient and effective marketing is the key to success across times and seasons – during both good and bad economic times.
The challenge for most businesses is that they are not able to quickly and cleverly adapt their marketing strategies to current and foreseeable economic climates. This is not surprising as successful business promotion requires marketing experience and knowledge that many businesses don’t have in-house.
Investing in an experienced business marketing consultant can give an organisation the help that they need to acquire, grow and retain customers while building a solid and sustainable brand. We believe that when you build a solid brand, it will sell itself through advocacy which is the ultimate of good marketing.  (b.) Training / Development.
We are focused on delivering business enhancement training programs. Our flagship program is the CPPL monthly training program for business people where we train business owners and their core staff on strategies for growth and profitability.
We have recently introduced other programs like: (i.)   Effective Business Writing & Communications Skills program to help improve communication within the business environment, appreciating the over whelming positive impact of good business writing and communication to a business.  (ii.) We have also introduced leadership and personal effectiveness training programs. This is because leadership sets the tone for the entire business and people must be thought to appreciate the role of leadership. People should also be thought on how to ensure personal effectiveness at work and manage stress.

The Making of a Good Businessman
A good businessman or woman is someone who is able to convert an idea or value to a profitable business. It’s someone who is able to make a meaning by improving quality of life, righting the wrong and or preventing the end of something good.
He does all these and makes money out of it. If no money is made, then it’s purely social responsibility.
Therefore, I want to emphasis that I really want to be known for value creation consulting which is really about business marketing – marketing of businesses. Secondly, training should be an intervention coming out of a consulting.
Consulting should help tout develop insights which if acted upon should unlock massive opportunities for growth and profitability for the business.

The Toughest Hurdle in Bringing CPPL to This Point
Good question. It’s been getting people to try you out. I thought that it would be a smooth start given that I had worked in great companies and rose quite high there, that they will naturally want to patronize me.
It’s not that easy as they also have to be sure that you can provide value that match the need they have. So, I have had to start small with training and growing gradually.
Our flagship training, the CPPL monthly training program for business people has been on for the past 14 months and we have trained well over 150 participants from more than 50 businesses. We now have to leverage on this to pitch for marketing consulting jobs. Slowly but surely, we shall get there.

The Best Way to Start and Nurture a Business
Start small and grow gradually. This will help you keep cost down and invest wisely. There is nothing wrong in starting from you home and gradually hit the high streets. It’s important to manage cost, be discipline, professional, keep good record, and track your business performance by doing some simple profitability test. It’s really important to start right.

Costliest Mistake Most Business People Make
In my view, it’s about not being disciplined. You don’t borrow money to do business when you are not sure of the returns.
How do you pay back? Some have invested huge funds on aesthetics claiming that ‘image is everything’  You have to start small, understand the terrain and position properly before you start to get into huge investment. There is really no hurry. Get it right the right time and always.

Set Target in Next Five Years as  CEO
I hope to build a thriving business with clients that you can look back and say, yes we did it together. I have been successful with my work carry.
I hope to replicate same in business. I want be known creating value in the market place. I want to redefine the concept of value creation consulting.
The market is there and we are actually few in this sector. My vision is to operate CPPL as a dynamic African brand while focusing on excellent client service in every country (and culture) where we operate in.

Most Difficult Experience Encountered
My case is somehow peculiar. I have been in paid employment for about 32 years and over 10 years of it were on roles that gave me some authority. I had really gotten used to people coming to me as against me going to them.
I was saw surprise now having to wait on the queue to be attended to. It was a rude shock but I learnt humility fast and it’s a long better. My advice is being patient, focus on the value you have and wait for that golden moment to sell.

The making Of A Good Business Consultant
Personal effectiveness is key. You must manage your time well, work well with your clients and continuous self-development. Your client is depending on you for insights and you can’t afford to fail them.You must always to seek first to understand and then to be understood. This way you hear the voice of your client and possibly respond more aptly to their needs. We want our clients to focus on other aspects of their businesses while we help them with the development of insights and the relevant value propositions to drive growth and profitability.


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Goodnews Naija Podcast Emerges as a Platform for Positive Nigerian Storytelling

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Goodnews Naija Podcast has been identified as one of Nigeria’s podcast platforms to watch, gaining attention for its consistent focus on positive storytelling and uplifting narratives from across the country.

Launched on 1 October 2024, the podcast spotlights inspiring stories, progress-driven conversations, and everyday Nigerian wins often overlooked in mainstream media. With a weekly release schedule and a values-led editorial approach, Goodnews Naija has built a growing audience within and outside Nigeria.

“At a time when negative headlines dominate global perceptions, we believe positive Nigerian stories deserve global visibility,” said Host, Damilola Kehinde. “Goodnews Naija exists to balance the narrative by highlighting hope, resilience, and progress.”

According to Producer, Memunat Olayemi Oladepo, the platform was intentionally created to reshape how Nigerian stories are told. “Goodnews Naija was built as a counter-narrative,” she said. “We are deliberate about amplifying stories that reflect the resilience, innovation, and optimism thriving across the country.”

As global interest in African creators grows, Goodnews Naija Podcast is positioning itself as a platform contributing to a more balanced and human narrative about Nigeria.


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Recapitalisation: Silent Layoffs, Infrastructure Deficit Threat to $1trn Economy

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By Blaise Udunze

The Central Bank of Nigeria’s recapitalisation exercise, which is scheduled for a March 31, 2026, deadline, has continued to reignite optimism across financial markets and is designed to build stronger, more resilient banks capable of financing a $1 trillion economy. With the ongoing exercise, the industry has been witnessing bank valuations rising, investors are enthusiastic, and balance sheets are swelling. However, beneath these encouraging headline numbers, unbeknownst to many, or perhaps some troubling aspects that the industry players have chosen not to talk about, are the human cost of consolidation and the infrastructure deficit.

Recapitalisation: Silent Layoffs, Infrastructure Deficit Threat to $1trn Economy

CBN

Recapitalisation often leads to mergers and acquisitions. Mergers, in turn, almost always lead to job rationalisation. In Nigeria’s case, this process is unfolding against an already fragile labour structure in the banking industry, one where casualisation has become the dominant employment model.

One alarming fact in the Nigerian banking sector is the age-old workforce structure raised by the Association of Senior Staff of Banks, Insurance and Financial Institutions (ASSBIFI), which says that an estimated 60 percent of operational bank workers today are contract staff. This reality raises profound questions about the sustainability of Nigeria’s banking reforms and the credibility of its economic ambitions.

A $1 trillion economy cannot be built on insecure labour, shrinking institutional knowledge, and an overstretched financial workforce.

Recapitalisation and the Hidden Merger Trap

History is instructive. Referencing Nigeria’s 2004-2005 banking consolidation exercise, which reduced the number of banks from 89 to 25, and no doubt, it produced larger institutions, while it also triggered widespread job losses, branch closures, and a wave of outsourcing that permanently altered employment relations in the sector. The current recapitalisation push risks repeating that cycle, only this time within a far more complex economic environment marked by inflation, currency volatility, and rising unemployment.

Mergers promise efficiency, but efficiency often comes at the expense of people. Speaking of this, duplicate roles are eliminated, technology replaces frontline staff, and non-core functions are outsourced. The troubling part of it is that this is already a system reliant on contract labour; mergers could accelerate workforce instability, turning banks into balance-sheet-heavy institutions with shallow human capital depth.

ASSBIFI’s warning is therefore not a labour agitation; it is a macroeconomic red flag.

Casualisation as Structural Weakness, Not a Cost Strategy

It has been postulated by proponents of job casualisation that it is a cost-control mechanism necessary for competitiveness. Contrary to this argument, evidence increasingly shows that it is a false economy. In reaction to this, ASSBIFI President Olusoji Oluwole, who kicked against this structural weakness, asserted that excessive reliance on contract workers undermines job security, suppresses wages, limits access to benefits and blocks career progression while affirming that over time, this erodes morale, loyalty, and productivity.

More troubling are the systemic risks. Casualisation creates operational vulnerabilities, higher fraud exposure, weaker compliance culture, and lower institutional memory.

One of the banking regulators, the Nigeria Deposit Insurance Corporation (NDIC), has not desisted from repeatedly cautioning that excessive outsourcing and short-term staffing models increase security risks within banks. On the negative implications, when employees feel disposable, ethical commitment weakens, and reputational risk grows.

Banking is not a factory floor. It is a trust business. And trust does not thrive in insecurity.

Inside Outsourcing Web of Conflict of Interest

Beyond cost efficiency, Nigeria’s casualisation crisis is also fuelled by a deeper governance problem, conflicts of interest embedded within the outsourcing ecosystem.

In many cases, bank chief executives and executive directors are reported to own, control, or have beneficial interests in outsourcing companies that provide services to their own banks. Invariably, it is the same firms supplying contract staff, cleaners, security personnel, call-centre agents, and even IT support. Structurally, this arrangement allows senior executives to profit directly from the same outsourcing model that strips workers of job security and benefits.

The incentive is clear. Outsourcing enables banks to maintain lean payrolls, bypass strict labour protections associated with permanent employment, and reduce long-term obligations such as pensions and healthcare. But when those designing outsourcing strategies are also financially benefiting from them, the line between efficiency and exploitation disappears.

This model entrenches casualisation not as a temporary adjustment tool, but as a permanent business strategy, one that externalises social costs while internalising private gains.

Exploitation and Its Systemic Consequences

The human impact is severe because the contract staff employed through executive-linked outsourcing firms often face poor working conditions, low wages, limited or no health insurance, and zero job security, which is demotivating. Many perform the same functions as permanent staff but without benefits, voice, or career prospects.

ASSBIFI has warned that prolonged exposure to such insecurity leads to psychological stress, declining morale, and reduced productive life years. Studies on Nigeria’s banking sector confirm that casualisation weakens employee commitment and heightens anxiety, conditions that directly undermine service quality and operational integrity.

From a systemic standpoint, exploitation feeds fragility. High staff turnover erodes institutional memory. Disengaged workers weaken internal controls. Meanwhile, this should be a sector where trust, confidentiality, and compliance are paramount; this is a dangerous trade-off if it must be acknowledged for what it is.

Why Workforce Numbers Tell a Deeper Story

It is in record that as of 2025, Nigeria’s banking sector employs an estimated 90,500 workers, up from roughly 80,000 in 2021. The top five banks today, such as Zenith, Access Holdings, UBA, GTCO, and Stanbic IBTC, account for about 39,900 employees, reflecting moderate growth driven by digital expansion and regional operations.

At face value, truly, these figures suggest resilience. But when viewed alongside the 60 percent casualisation rate, they paint a different picture, revealing that employment growth is without employment quality. A workforce dominated by contract staff lacks the stability required to support long-term credit expansion, infrastructure financing, and industrial transformation.

This matters because banks are expected to be the engine room of Nigeria’s $1 trillion economy, funding roads, power plants, refineries, manufacturing hubs, and digital infrastructure. Weak labour foundations will eventually translate into weak execution capacity.

Nigeria’s Infrastructure Financing Contradiction

Nigeria’s infrastructure deficit is estimated in the hundreds of billions of dollars. Power, transport, housing, and broadband require long-term financing structures, sophisticated risk management, and deep sectoral expertise. Yet recapitalisation-induced mergers often lead to talent loss in precisely these areas.

As banks consolidate, specialist teams are downsized, project finance units are merged, and experienced professionals exit the system, either voluntarily or through redundancy. Casual staff, by design, are rarely trained for complex, long-term infrastructure deals. The result is a contradiction, revealing that larger banks have bigger capital bases but thinner technical capacity.

Without deliberate workforce protection and skills development, recapitalisation may produce banks that are too big to fail, but too hollow to build.

South Africa Offers a Useful Contrast

South Africa offers a revealing counterpoint. As of 2025, the country’s “big five” banks, such as Standard Bank, FNB, ABSA, Nedbank, and Capitec, employ approximately 136,600 workers within South Africa and about 184,000 globally. This is significantly higher than Nigeria’s banking workforce, despite South Africa having a smaller population.

More importantly, South African banks maintain a far higher proportion of permanent staff. While outsourcing exists, core banking operations remain firmly institutionalized compared to the Nigerian banking system. For this reason, South Africa’s career progression pathways are clearer, labour regulations are more robustly enforced, and unions play a more structured role in workforce negotiations.

The result is evident in outcomes. South Africa’s top six banks are collectively valued at over $70 billion, with Standard Bank alone boasting a market capitalisation of approximately $30 billion and total assets nearing $192 billion. Nigeria’s top 10 banks, by contrast, held combined assets of about $142 billion as of early 2025, even with a much larger population and economy, and its 13 listed banks reached a combined market capitalisation of about N17 trillion ($11.76 billion at an exchange rate of N1,445) in 2026.

Though this gap is not just about capital. It is about institutional depth, workforce stability, and governance maturity.

Bigger Valuations, But a Weaker Foundations?

Nigeria’s 13 listed banks reached a combined market capitalisation of about N17 trillion in 2026. It is no surprise, as it is buoyed by investor anticipation of recapitalisation and higher capital thresholds. Yet market value does not automatically translate into economic impact. Without parallel investment in people, systems, and long-term skills, valuation gains remain fragile.

South Africa’s experience shows that strong banks are built not only on capital adequacy, but on human capital adequacy. Skilled, secure workers are better risk managers, better innovators, and better custodians of public trust.

Labour Law and its Regulatory Blind Spots

ASSBIFI’s call for a review of Nigeria’s Labour Act is timely, and this is because the current framework lags modern employment realities, particularly in sectors like banking, where technology and outsourcing have blurred traditional employment lines. Regulatory silence has effectively legitimised casualisation as a default model rather than an exception.

The Central Bank of Nigeria cannot afford to treat workforce issues as outside its mandate. Prudential stability is inseparable from labour stability. Regulators must begin to view excessive casualisation as a risk factor, just like liquidity mismatches or weak capital quality.

Recapitalisation Without Inclusion Is Incomplete

If recapitalisation is to succeed, it must be inclusive; therefore, the industry must witness the enforcement of career path frameworks for contract staff, limiting the proportion of outsourced core banking roles, and aligning capital reforms with employment protection. It also means recognising that labour insecurity ultimately feeds systemic fragility.

South Africa’s banking sector did not avoid consolidation, but it managed it alongside workforce safeguards and institutional continuity. Nigeria must do the same or risk building banks that look strong on paper but crack under economic pressure.

True Measure of Reform

Judging by the past reform in 2004-2005, it has shown that Nigeria’s banking recapitalisation will be judged not by the size of balance sheets, but by the resilience of the institutions it produces. As part of the recapitalisation target for more resilient banks capable of financing a $1 trillion economy, it demands banks that can think long-term, absorb shocks, finance infrastructure, and uphold trust. None of these goals is compatible with a workforce trapped in perpetual insecurity.

Casualisation is no longer a labour issue; it is a national economic risk. If mergers proceed without deliberate workforce stabilisation, Nigeria may end up with fewer banks, fewer jobs, weaker institutions, and a slower path to prosperity.

The lesson from South Africa is clear, as it shows that strong banks are built by strong people. Until Nigeria’s banking reforms fully embrace that truth and the missing pieces are addressed, recapitalisation will remain an unfinished project. and the $1 trillion economy, an elusive promise.

Blaise, a journalist and PR professional, writes from Lagos, can be reached via: [email protected]


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Security Forces Probe Use of Drones by Terrorists

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The military high command at the weekend said it has commenced a full investigation into the use of drones by terrorists to carry out attacks.

Security Forces Probe Use of Drones by Terrorists

This is part of ongoing efforts to end insurgency in the country.

Major-General Michael Onoja, director of Defence Media Operations (DDMO), , disclosed this in Abuja while briefing defence correspondents on the achievements of troops of the Armed Forces of Nigeria and other security agencies across various theatres of operation nationwide.

He said the investigation is being conducted in collaboration with other relevant security agencies to identify the sources of the drones and halt their deployment by non-state actors.

According to him, concrete actions are expected to emerge in the coming days or months, as agencies with the technical capacity to counter drone deployment have been fully engaged.

“We have reached an advanced stage in taking measures, in conjunction with other federal government agencies, to trace where these drones are coming from. I believe that in the next couple of days or months, concrete action will emerge on what we intend to do,” Onoja said.

In recent months, terrorists operating in the North East have increasingly deployed sophisticated drones in attacks on civilians and security personnel, raising concerns over the evolving tactics of insurgent groups.

The development has also generated questions among security experts and the public over how the drones are being sourced and the channels through which they enter the country.

Responding to allegations circulating on social media that soldiers manning checkpoints in Bauchi State were being compelled to remit weekly sums to their commanders, Onoja said the claims remained mere allegations.

He stressed that the military is a transparent institution and assured that investigations would be conducted if verifiable details were provided.

On the return of Nigerian refugees from Cameroon, Onoja said the development reflects the success of military operations in restoring security to affected communities.

“The military, in conjunction with the Federal Government, has done everything within its capacity to ensure the necessary security in those areas. The return of refugees is a clear measure of operational success,” he said.

On operational achievements, Onoja disclosed that within the month of January 2026 under review, troops across various theatres killed several terrorists, arrested 452 suspected terrorists, kidnappers and other criminal elements, rescued about 284 kidnapped victims, while 124 terrorists and their family members surrendered to troops.

He added that troops also recorded major successes against oil theft, recovering 210,300 litres of crude oil, 66,725 litres of diesel, 660 litres of kerosene and 5,000 litres of petrol.

In addition, 53 illegal refining sites were discovered and destroyed during the period under review.

Providing updates from various theatres, Onoja said that in the North East, troops under Joint Task Force Operation HADIN KAI sustained operational momentum by denying Boko Haram, Islamic State West Africa Province (ISWAP), and Jama’atu Ahlis Sunna Lidda’awati wal-Jihad terrorists freedom of action.

He said ground troops, working alongside the Air Component, hybrid forces and local security groups, conducted aggressive operations, neutralising terrorists, arresting informants and logistics suppliers, recovering weapons, and dismantling terrorist networks.

“During the month, troops conducted operations in Gwoza, Damboa, Mobbar, Askira Uba and Konduga Local Government Areas of Borno State. Similar operations were carried out in Michika and Damaturu LGAs of Adamawa and Yobe States, respectively. During these encounters, scores of terrorists were neutralised, 17 were arrested, and 12 kidnapped victims were rescued. Recovered weapons and suspects are in custody for further action,” he said.

In Plateau State, Onoja said troops of Operation ENDURING PEACE responded to distress calls on terrorist activities, conducting offensive operations across Plateau and parts of Kaduna State.

According to him, several extremists were neutralised during firefights, 86 other criminals were arrested, and 24 kidnapped victims rescued, while arms and ammunition were recovered.

In the South-South, Onoja said troops of Operation DELTA SAFE intensified operations against crude oil theft, sea piracy and militancy.

“They dismantled 53 illegal refining sites, arrested 81 oil thieves and other criminals, and recovered assorted arms and ammunition. Air reconnaissance missions also led to the interception and destruction of vessels involved in the illegal syphoning of petroleum products across the Niger Delta,” he said.

He added that troops of Operation UDO KA recorded notable gains across Abia, Anambra, Ebonyi, Enugu and Imo States, with over 80 militants surrendering, 72 arrests made, and 11 kidnapped victims rescued.

Eight Cameroonian nationals were also rescued during cross-border patrols along the Bakassi waterways, while a significant reduction in crime was recorded across the region.

Reaffirming the Armed Forces’ resolve to sustain pressure on criminal elements, Onoja said the military would continue to strengthen inter-agency collaboration and work closely with local communities to ensure lasting peace and stability.

He reiterated the Chief of Defence Staff’s mantra, “See something, say something,” urging Nigerians to provide timely and credible information to security agencies.

“With the continued support of the media and the Nigerian public, the Armed Forces of Nigeria remain confident of defeating all threats to national security,” he said.

 


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