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Heritage Bank Highlights Customer Experience As Key to Retail Banking Success

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Mr. Ifie Sekibo, managing director, Heritage Bank
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Improved customer experience, technology and thorough exploitation of the emerging alternative markets in the non-oil sectors of the Nigerian economy are keys to growing emerging retail banking sector.

This was the submission of Mrs. Mary Akpobome, Heritage Bank’s Executive Director, Ivory Banking, who represented Mr. Ifie Seiko, Managing Director/Chief Executive Officer of the Bank, as a guest Speaker at the 2nd Jeff & O’Brien Roundtable Conference on The Future of Retail Banking in Africa, which took place at the Intercontinental Hotels, Lagos.

According to Mrs. Akpobome, with Nigeria’s over reliance on the oil sector and the effect of the fall in foreign exchange rate, banks need to redefine their retail banking strategies to cater for the emerging retail business opportunities in the nation’s non-oil sector.

“Retail Banking in Nigeria is evolving. Traditional way of Banking is changing. It is going to even change more with the digital age that we are coming into. Reliance and over reliance on Brick and Mortal branches is going to change. Customers are going to have a lot of alternatives as to how to interface with the market. Today, we hear of non-oil sector as alternatives to the oil sector. We can see what over reliance on the Oil sector has done to our economy. If we had focused greatly on these alternatives, the exchange rate would not have hit us as much as it did”, explained Akpobome.

She added that those emerging alternatives, which form large chunk of what today’s Retail Banking need to focus on, include businesses managed by middle-men, farmers, entertainers and other medium-sized businesses that are the new money spinners which have got the banking industry to rethink their customer management strategies.

“What those alternatives have done to the industry is to get banks to rethink their strategies; to rethink the industry they want to play in, to also rethink the market they want to pitch their strategies to ahead of the future, because the future is going to change. Retail banking strategy: means looking at a much wider scope of customers and how to reach them in their respective communities. Is it through alternative banking centre? Is it through Agent-Banking? Is it through cash-point or through other platforms”?

Mrs. Akpobome added that with the successful acquisition of Enterprise Bank by Heritage Bank, the nation’s retail banking service is about to witness the best of retail banking offering established on “unique customer experience, culture of excellence and people skills”.

In his contribution at the Roundtable talk, Group Head, Cowry Banking, Mr. Davidson Regha noted that the success of retail banking in Africa would require partnerships or collaboration of different competencies from other industries to drive innovative and successful retail banking service. He explained how Heritage Bank had successfully created a best-seller education product called SkoolBank with partnership with specialists in the education industry. He also described how the bank had equally partnered professionals in the entertainment industry to grow the rising retail banking demand from the sector.

In his presentation, Mr. John Berry, an International retail banking expert observed that Nigerian banks must build their retail banking strategies around people, processes, products and places with strong emphasis on differentiation to be able to navigate the current changing tides of retail banking.

He noted that to create a successful retail banking system, banks must create a unique culture that differentiates their brands; adding that “it is easy for other brands to copy your pricing but not your unique customer friendly culture”.

Mr. Berry advised that banks must turn their customers into brand advocates through unique experiential services offerings.

“If you are able to turn your customers into advocates, they will buy more products, use the products more regularly, stay longer, tell others about your services and make it more profitable. I will say build a retail brand that is differentiated through functional service and consumer experience”, he admonished.

According to Mr. Pascal Odibo, Group Country Director, Jeff O’Brien, the expectation of his organization regarding the event was “to trigger the conversation and hopefully steer the sector into some radical engagement on the mix of dynamics that will shape who plays, dominates and indeed sets the agenda for Retail Banking in our region in the next decade or two”.


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E-Financial

Zenith Bank Gets Regulatory Approval for Full Takeover of Paramount Bank

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Zenith Bank, Nigeria’s second biggest lender by market value, has received approval from the Competition Authority of Kenya (CAK) to acquire 100 percent of Paramount Bank Limited, clearing a key regulatory hurdle in its East African expansion drive.

In a statement on Thursday, CAK said the transaction is “unlikely to lead to a substantial prevention or lessening of competition in the market for the provision of banking services in Kenya” and would strengthen Paramount’s financial position, helping it meet enhanced core capital requirements over the long term.

The Kenyan regulator noted that the deal poses no risk of reduced competition in the country’s banking sector. Zenith currently has no banking operations in Kenya, while Paramount is a Tier III lender with a modest 0.2 percent market share.

“The approval is based on the Authority’s determination that the transaction is unlikely to harm competition, while any negative public interest concerns regarding employment can be addressed through mitigating remedies,” CAK added.

Paramount met the Central Bank of Kenya’s KSh3.0 billion core capital requirement in November last year, reporting KSh3.118 billion after raising KSh332 million from shareholders, according to Mwango Capital, a Nairobi-based research firm.

The deal reflects a broader shift among banks in East Africa’s largest economy as lenders seek growth opportunities beyond increasingly saturated home markets marked by weak credit expansion, rising regulatory costs, and intense competition.

While several global banks — including Standard Chartered and HSBC — have scaled back African operations over the past decade, Zenith’s move signals confidence in selective regional expansion, particularly in East Africa, where economic growth and financial inclusion trends remain supportive.

The banking group is also widening its continental footprint. Last month, the lender disclosed plans to expand into Ethiopia, Africa’s second most populous country, as it targets generating up to half of its profits outside Nigeria over the medium term.

Historically, Nigeria, the continent most populous nation contributed as much as 90 percent of the bank’s earnings, a dominance that is now gradually easing.

Data cited by The Africa Report show that profit contributions from foreign subsidiaries rose to 27 percent in the first nine months of 2025, up from 14 percent in 2024.

Nigeria’s banking recapitalisation drive is also pushing large lenders such as Zenith to deploy capital beyond their home market. In January 2025, Zenith — which holds an international banking licence — raised N350.4 billion ($242 million), lifting its paid-up capital to N614.6 billion ($425 million).

With higher capital buffers in place, banks are reassessing how best to deploy fresh funds as domestic earnings normalise following two years of windfall gains.

As part of the approval, Zenith has been required to retain Paramount’s 78 employees for at least 12 months after the transaction is completed.

The bank is listed on the Nigerian and London stock exchanges and operates across corporate, commercial, retail, and investment banking. Its international subsidiaries span the United Kingdom, Ghana, Sierra Leone, Gambia, the UAE, and China.

 


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Court Jails Ogiemwonyi, Stockbroker for Theft of $80,000, N953m Shares Proceeds

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Victor Ogiemwonyi, a Lagos stockbroker, and Partnership Securities Limited, his company, have been convicted for allegedly stealing shares worth N953 million and $80,000 belonging to one Mr. Arnold Onyekwere Ekpe, a former managing director of Ecobank Transnational Incorporated (ETI).

Court Jails Ogiemwonyi, Stockbroker for Theft of $80,000, N953m Shares Proceeds

Ogiemwonyi was convicted after he was found guilty of two-count charges bordering on stealing, contrary to Section 285(1), (9) (b) and (c) of the Criminal Law of Lagos State, 2011 slammed on him by the Economic and Financial Crimes Commission (EFCC).

Ekpe, through Messrs Margaret Onyema, his counsel, has sometimes in October 2016 in a petition to the EFCC alleged that he instructed the defendants to sell his 96,077,872 units of Ecobank Transnational Incorporated (ETI) shares, which were sold at the rate of N1,296,885,311.02.

But he said out of the proceeds of the sale, the stock broker paid only N300,000,000.00 to him while he dishonestly diverted the balance for personal use.

Following investigations, the defendants were charged with two counts of stealing.

Count one reads:

”Victor Ogiemwonyi and Partnership Securities Limited between the months of June, 2016 and September, 2016 at Lagos within the jurisdiction of this honourable court dishonestly stole the sum of N953, 535,861.57 (Nine Hundred and Fifty Three Million, Five Hundred and Thirty Five Thousand, Eight Hundred and Sixty one Naira Fifty Seven Kobo) being part of the proceeds of sale of 96, 077, 872 Ecobank Transnational Incorporated Shares, property of Mr. Arnold Onyekwere Ekpe”.

Count Two reads:

“Victor Qgiemwonyi and Partnership Securities Limited sometime between June, 2016 and July, 2016 at Lagos within the jurisdiction of this honourable court dishonestly stole the sum of USD$80,000.00 (Eighty Thousand United States of America Dollars) which formed part of the accrued dividends on 96, 077,872 Ecobank Transnational incorporated Shares, property of Mr. Anold Onyekwere Ekpe”.

At trial, the prosecution, led by Ola Sesan, called five witnesses and tendered 67 exhibits, all of which were admitted and marked by the court.

The defence, on its part, called three witnesses, including the first defendant.

Delivering judgment on Wednesday, Justice Modupe Nicole-Clay of the Lagos State High Court sitting in Ikeja, Lagos convicted Ogiemwonyi and his company, Partnership Securities Limited, guilty on all counts.

The court sentenced the first convict to pay a fine of N10 million, while the second convict was ordered to pay a fine of N20 million.

Also, the court directed the convicts to pay back the entire money stolen from the petitioner, both in naira and dollars.

Recall that Securities and Exchange Commission, SEC, had in 2017 banned Victor Ogiemwonyi, from operating in the capital market for life over alleged unprofessional conduct in the Nigerian capital market.

He was also banned for life from holding directorship position in any public company in Nigeria.

He was also ordered to pay a penalty of N100,000.

SEC said Ogiemwonyi was banned after he was found guilty of breaching Rule 1(iii) of the Code of Conduct for Capital Market Operators and Their Employees as contained in its Rules and Regulations made pursuant to the Investments and Securities Act 2007.

The ban also followed petition by EFCC to SEC accusing Ogiewonyi of misappropriation of about N1.24 billion, $80,000.00, stealing and dishonest conversion of proceeds of share sale belonging to an investor.

It was alleged that he used his company to dupe over 300 investors over N4.8 billion with Arnold Ekpe a former Managing Director of Ecobank Transnational Incorporated, ETI, being one of his victims.


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FCCPC Delists Non-Compliant Digital Lenders Post-January 5 Deadline

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Federal Competition and Consumer Protection Commission (FCCPC) has commenced enforcement actions against Digital Money Lending (DML) operators that failed to regularise their operations under the Digital, Electronic, Online and Non-Traditional Consumer Lending Regulations, 2025 (DEON Regulations).

FCCPC Delists Non-Compliant Digital Lenders Post-January 5 Deadline

FCCPC

The commission withdrew the conditionally approved status of non-compliant DML firms and removed them from its official register of approved digital lenders, effective immediately after the January 5 compliance deadline.

FCCPC Executive Vice Chairman and Chief Executive Officer, Mr Tunji Bello, announced the measures on Wednesday, emphasising their role in upholding regulatory standards and ensuring certainty in Nigeria’s digital lending sector.

Mr Bello stated that the compliance window provided under the DEON Regulations, which took effect on July 21, 2025, had closed, paving the way for fair, orderly and due process-driven enforcement.

He noted that the actions target persistent issues such as exploitative loan recovery tactics, data privacy breaches, harassment of borrowers and anti-competitive practices that have plagued the sector.

The DEON Regulations, issued on September 3, 2025, under the Federal Competition and Consumer Protection Act 2018, mandate all non-bank digital lenders to register, adhere to fair interest rates, ethical debt recovery and robust data protection measures.

Non-compliance now attracts severe penalties, including fines up to N100 million or one per cent of annual turnover, operational restrictions, app store delistings and potential director disqualifications for up to five years.

As of late 2025, the FCCPC had granted full approval to 438 digital lending companies, with recent data indicating over 521 firms now under regulatory scrutiny post-deadline.

The commission’s phased crackdown involves collaboration with the Central Bank of Nigeria, Google and Apple for account freezes and global app removals targeting unregistered platforms.

Industry watchers described the enforcement as a landmark move to sanitise Nigeria’s fast-expanding digital credit market, which has seen rising borrower complaints despite earlier 2022 interim guidelines.

The FCCPC reiterated its commitment to balancing innovation with consumer protection, urging affected operators to swiftly meet requirements for reinstatement.


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