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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

First Asset Management Secures Ratings Upgrade

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First Asset Management investment management rating just got an upgrade to ‘AA’ from ‘AA-’ by DataPro and affirmation of A+(IM) by Agusto & Co. This reflects how we are continuously improving to serve our investors better. Our funds levelled up too as Agusto & Co upgraded our First Asset Money Market Fund rating to A+ (f) (up from Aa‑(f)).

What its means for customers

It means you are investing with a firm that is getting stronger, smarter, and more disciplined. Our upgraded rating recognizes our solid performance track record, the strength of our parent financial group, and the systems we have put in place to manage investments responsibly.

We have also improved our governance and decision-making structure, with experienced professionals leading well-defined investment and risk committees. Behind the scenes, our team of seasoned investment experts constantly monitor markets, manage risks, and position portfolios to navigate volatility and capture opportunities.

At the same time, we have strengthened our risk management and compliance framework to ensure that everything we do meets global best practices. In simple terms, it means your money is being managed with discipline, transparency, and strong oversight.

Independent rating agencies — Agusto & Co and DataPro Limited recognize these improvements. Their ratings highlight our commitment to responsible asset management, strong governance, and operational systems designed to support stable long-term performance.

But beyond the ratings, what really matters is helping you build wealth over time.

That is why we offer a range of investment plans designed for different goals — whether you are just starting your investment journey, looking to grow your portfolio, or aiming to build long-term financial security.

If you are part of the next generation of investors, this is your moment to start early and stay ahead. The earlier you begin investing, the more time your money has to grow.

Jump on the First Asset investment journey. Explore our investment plans and start building your future with a firm that is getting stronger.


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Nigeria Week Ahead: Equities sink, Oil surpasses $100, CPI in focus

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By Matthew Anthony, Senior Market Analyst- Africa

Oil prices spiked to just above $120 over the weekend as escalations of the Israel -US-Iran war intensified, with key energy installations targeted.

Nigeria Week Ahead: Equities sink, Oil surpasses $100, CPI in focus

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As a result, major oil suppliers are due to meet shortly to open the tap of their strategic reserves. Another contributor to the hike in oil prices has been the effectual closure of the strait of Hormuz (where 20% of the world’s oil supply goes through).

Major oil producing nations like Nigeria may profit from this conflict provided they are able to put a lid on inflation- a major consequence from rising oil prices-and use the windfall for critical budget needs while preparing for potential market shocks.

Outside of Nigeria, a wave of risk aversion engulfed global markets on Monday as ongoing conflict in the Middle East accelerated the flight to safety.

Asian shares plunged, European markets opened deep in the red while US equity futures signaled to a negative open as investors scrambled to price the chaos from the Iran conflict.

In the commodity space, oil prices jumped over 25% as major Middle East producers curbed output. Brent has gained roughly 30% this month, pushing 2026 gains to over 70% while WTI crude is up almost 80% year-to-date as of writing.

The last time oil benchmarks crossed into triple digits was back in 2022 during the Russian-Ukraine war. And for most it’s still a painful memory as geopolitical risk and covid-19 supply disruptions caused inflation to skyrocket across the globe.

In the FX space, the dollar remains supported by safe-haven demand along with the Swiss franc. However, the star performer is the Canadian Dollar which has appreciated against every single G10 currency month-to-date thanks to its sensitivity to oil markets.

Gold ended last week in losses despite the risk-off sentiment and overwhelming disappointing NFP report. Non-farm payrolls slid by 92,000, representing the biggest monthly decline in payrolls since October 2025, while the unemployment rate rose to 4.4%.

However, gold remains locked within a daily range thanks to a broadly stronger dollar and inflationary risks revolving around the conflict in the Middle East. Surging energy prices have sparked inflationary fears, forcing markets to reassess the possibility of lower interest rates.

Traders are pricing a 50% chance that the Fed cuts rates twice in 2026. The February CPI and January PCE index, which is the Fed’s preferred inflation gauge – may offer crucial insight into the path of price pressures.

Should the incoming inflation data further shave Fed cut bets, the dollar could strengthen – enforcing fresh pain on precious metals. Looking at the charts, a weekly close below $5000 may signal a steeper decline. Bulls could still fight back if $5000 proves reliable support.


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Polaris Bank Marks IWD2026 with Renewed Pledge to Women’s Empowerment

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Polaris Bank has joined the global community in celebrating International Women’s Day 2026, reaffirming its commitment to promoting gender equality, empowering women, and supporting initiatives that foster inclusive growth across society.

Polaris Bank Marks IWD2026 with Renewed Pledge to Women’s Empowerment

Polaris Bank

International Women’s Day, celebrated annually on March 8, provides an opportunity to recognize the achievements of women across all sectors while highlighting the need to accelerate action towards gender equality. At Polaris Bank, the day serves as a reminder of the vital role women play in driving economic growth, innovation, and community development.

Speaking in commemoration of the day, the Managing Director/CEO of Polaris Bank, Kayode Lawal, emphasized the Bank’s commitment to creating an enabling environment where women can thrive professionally and financially.

“Polaris Bank remains dedicated to fostering a culture of inclusion, opportunity, and empowerment for women. From supporting female entrepreneurs to ensuring equal opportunities within our workforce, we believe empowering women is not only the right thing to do but also a key driver of sustainable development,” the CEO stated.

Over the years, Polaris Bank has implemented several initiatives aimed at supporting women-led businesses, promoting financial inclusion, and strengthening leadership opportunities for women within the organization. These efforts align with the Bank’s broader commitment to sustainable development and inclusive economic growth.

As part of this year’s celebration, the Bank will spotlight inspiring stories of hope from women across the community, within its workforce and customer base, while encouraging meaningful conversations around leadership, financial empowerment, and gender equity.

Polaris Bank continues to champion initiatives that create opportunities for women to succeed, recognizing that empowering women ultimately leads to stronger families, thriving communities, and a more resilient economy.


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