E-Financial
KPMG Decries Poor Digital Capabilities of Nigerian Banks

A recent study on the digital capabilities of the Nigeria banking industry carried out by KPMG Nigeria has revealed that most of the banks in the country lacked the ability to onboard a customer with end-to-end digital services.

The study, which covered 17 banks, discovered that, “85 per cent of them were unable to onboard customers digitally end-to-end.”
The 17 banks were Access Bank, Ecobank Nigeria, Fidelity Bank, First Bank of Nigeriam, First City Monument Bank, Guaranty Trust Bank, Heritage Bank, Keystone Bank, Polaris Bank, Stanbic IBTC Bank, Standard Chartered Nigeria, Sterling Bank, Union Bank of Nigeria, United Bank for Africa, Unity Bank, Wema Bank and Zenith Bank.
It described ‘digital onboarding’ as a customer banking journey experience that spanned across account opening and customer profile creation on any channel of choice like mobile banking, digital lending, self-service and customer care services without requiring the customer to visit any branch to complete the process.
The report, which was unveiled during an online media briefing by the Partner and Lead, Digital Transformation, KPMG, Mr. Boye Ademola, stated that banks need to improve their digital capabilities in order to deliver products and services via digital channels.
“From an industry perspective, we note that banks need to build capacity to transform user journeys by embracing design thinking principles, onboard customers digitally, articulate a pragmatic self-service agenda that will further reduce traffic at branches, reduce cost-to-serve and operational risks, embrace digital lending and digitize contact centres to cope with scale.
“The availability of products and services on some channels while absent on others portends a need to re-architect backend systems with a focus on APIs. Front-end systems (channels) should generally call services through APIs provisioned at the backend,” Ademola said.
He noted that it was in this light that KPMG performed a Digital Channels Scorecard (DCS) for retail banks in Nigeria, which provided an industry perspective of how effective banks are in delivering products and services to customers via digital channels.
It measured the quality of UX (user experience) as customers traverse a range of journeys to access products and services on four distinct digital channels, namely mobile banking, internet banking, USSD, and Chatbot.
The KPMG categorised the banks’ digital capabilities into four clusters of leaders, challengers, followers and late starters. It stated that leaders are banks that could onboard customers digitally end-to-end without the need to visit branches or agents and deliver innovative products to enrich payment and transfer offerings as well as embarked, “on an aggressive play to accelerate their self-service agenda for customers and are able to engage and resolve customer complaints on the channels.”
The challengers, according to the KPMG’s report, are banks that performed well on the user digital journey but lacked some of the key ingredients that should place them in the leaders’ tier. While they are able to offer effective user journeys on their channels, they fall behind the leaders on the array of capabilities and quality of user experience.
“The followers are unable to onboard customers digitally without requiring them to visit the branch, have several disjointed user journeys, limited self-service offerings and struggle with responding to and resolving customer complaints in a timely manner while the late starters either do not have several important user journeys or offer several broken journeys.”
The report showed that no bank emerged leader in digital lending, USSD, and internet banking. It noted that Wema Bank emerged the leader in mobile banking and customer care scorecard while Fidelity bank was the leader in the chatbot scorecard.
Ademola said: “Digital lending is an area where banks are really nascent in terms of evolution. There is opportunity and the time may be right with the global standing instruction, the proliferation of data and the emergence of AI. It can boost retail lending as witnessed in Kenya.
“On the average 75 percent of the banks that we assessed do not have sufficiently robust self-service futures. It is an area where there is a lot of opportunity to digitise for the banks to transfer clients to the channels away from branches.
“Customer care services showed that banks have different levels of maturity but the key challenges is around responsiveness. The introduction of chatbot and virtual assistance are things bank have opportunity to look at in this area.
E-Financial
Access Bank Warns Nigerians against Fake WhatsApp Investment Groups using Aig-Imoukhuede’s Identity

Access Bank has said that scammers are impersonating, Aigboje Aig-Imoukhuede, former group chairman, with fraudulent WhatsApp investment groups and warned Nigerians to avoid and report groups.

The fake WhatsApp investment groups masquerading under the name “Value Growth Club,” lure unsuspecting members of the public into investment schemes.
In a public disclaimer issued yesterday, the bank said the fraudsters were falsely presenting themselves as associates of Aig-Imoukhuede and linking his name to Gotham Capital in a calculated bid to lend credibility to the scam.
Access Bank said checks had confirmed that Aig-Imoukhuede has no affiliation whatsoever with the WhatsApp groups or any related investment platform, stressing that the respected banker neither created, endorsed, nor authorised any initiative known as “Value Growth Club.”
The lender emphatically stated that its former chairman was not involved in any WhatsApp-based investment competition, trading group, or financial initiative tied to Gotham Capital or any similar entity, and described the representations as false, misleading, and fraudulent.
It urged members of the public not to join the groups, or send money, or disclose personal or financial information to anyone claiming to be associated with the purported platform.
The bank also advised individuals who may have encountered the groups to exit immediately, report the accounts through appropriate channels, and ignore further contact from the operators.
The warning comes amid heightened regulatory concern over the proliferation of digital investment scams in Nigeria.
Earlier this year, the Securities and Exchange Commission (SEC) similarly flagged the Value Growth Platform, warning that the entity displayed characteristics consistent with a Ponzi-style operation.
The commission said the platform had portrayed itself as a sophisticated investment service offering market intelligence, portfolio guidance, and third-party trading services, but investigations showed that its claims were misleading and potentially unlawful.
E-Financial
Tax Ombudsman Sets 30-Day Limit for Settlement of Tax Disputes

John Nwabueze, chief executive officer, Tax Ombudsman, has assured Nigerians that complaints relating to taxes, levies, and regulatory charges will be resolved within 14 to 30 days.

John Nwabueze, chief executive officer, Tax Ombudsman,
Nwabueze made this known while addressing journalists at a breakfast meeting in Lagos, noting that the timeline is in line with the provisions of the Joint Revenue Board of Nigeria (Establishment) Act, 2025.
He explained that the Tax Ombudsman was established as an independent and impartial body to resolve disputes between taxpayers and tax authorities, while also safeguarding taxpayer rights and promoting fairness and transparency in tax administration.
“We will ensure we keep to that timeline of between 14 to 30 days that the law stipulates. We will work with all authorities concerned to dispose of complaints in a timely manner,” he said.
Nwabueze urged journalists to play an active role in educating the public on the functions of the Office of the Tax Ombud, particularly on how taxpayers can file complaints and obtain redress at no cost.
To enhance accessibility, he disclosed that the Office is set to launch a website and a toll-free call centre, aimed at making its services more reachable to Nigerians.
According to him, the establishment of the Office provides a new platform for citizens to actively engage in the nation’s economic development, while strengthening confidence in the tax system.
He noted that the initiative reflects Nigeria’s commitment to building a modern, people-focused tax system that balances revenue generation with justice and due process.
The Ombudsman added that a fair, responsive, and transparent tax system is critical to encouraging voluntary compliance and fostering public trust.
Nwabueze commended His Excellency, President Bola Tinubu, for leading a transformative tax reforms that are rooted in fairness, inclusiveness, and sustainability for revenue growth and economic prosperity adding that at the core of the reforms” lies a renewed social contract, one in which taxpayers are not passive partakers, but active partners in nation-building”.
Further, the Tax Ombud acknowledged Mr. Taiwo Oyedele, minister of Finance and Coordinating minister of the Economy, for his leadership in the reform process.
Nwabueze explained that his Office neither “determines tax liability, nor has it replaced the courts or the Tax Appeal Tribunal” but was rather established to ensure that tax administration is conducted in a fair, transparent, and accountable manner.
He added that beyond dispute resolution, the Office of the Tax Ombud plays a systemic role in identifying recurring issues in tax and revenue administration and recommending reforms to improve efficiency, fairness, and transparency.
E-Financial
Meet Top Five Tech-Driven Banks and Their Overseers

With the rapid rate of technological change and shifting customer demands, financial institutions in Nigeria have been looking to keep up with innovation and modernise their technology.

Nigeira CommunicatiosWeek in this report evaluates top five money deposit banks that have successfully integrated technology to enhance customer experience.
This is based on 2025 and early 2026 industry reports, ranks in no particular order.
Despite variations in size and market, these bank share a foundational set of core characteristics and technologies designed to ensure stability, security, and real-time functionality.
First Bank
First Bank of Nigeria leverages technology to drive digital transformation through its FirstMobile app, *894# USSD banking, and automated Digital Xperience Centres (DXC) featuring humanoid robots, AI, and self-service kiosks.
With over 80 percent of transactions handled digitally, the bank focuses on AI-driven customer support, secure card issuance in under three minutes, and cloud-based ERP.
The bank has heavily invested in Information and Communication Technology (ICT) to transition from a traditional institution into a leading digital bank, adopting the mantra “a tech company offering banking services”.
According to a FirstBank leadership report, Callistus Obetta, group executive, technology, Digital Innovation & Services, is overseeing the bank’s IT operations.
He joined First Bank in 2016 from Standard Chartered Bank.
In his role at First Bank, he has overall responsibility for strategy formulation and leading the team charged with transforming and operating the technology platforms and banking services that power the bank and its subsidiaries.
Zenith Bank
Another heavy investor in technology is Zenith Bank and driving its digital banking, focusing on AI, cybersecurity, and fintech innovation through its annual Tech Fair and Zecathon, with a recent major IT infrastructure upgrade improving service delivery.
Key digital solutions include the *966# E-banking service, a mobile app, and the XPath digital platform.
The bank has recently completed a significant IT infrastructure migration to a new, more robust operating system to enhance service quality.
Zenith Bank offers XPath for digitizing payment collection across branches.
The bank is currently overhauling its core banking systems, implementing software from providers like Misys to modernize frontend and backend operations across its African and UK branches.
Akin Ogunranti leads the Bank’s technology group, digital transformation, and strategic technology initiatives.
Ogunranti is a seasoned banker with over 30 years of experience, joining Zenith Bank in 2004.
He previously managed the Bank’s relationships with Multilateral Institutions and Export Credit Agencies, and served as Group Head for Power & Infrastructure, Oil & Gas, and Structured Trade & Project Finance.
He currently oversees Corporate Banking, Oil & Gas, and the Bank’s Business portfolios across Lagos (Public Sector, Apapa, Isolo and Ilupeju), South-West, and South-South regions.m
Fidelity Bank
Fidelity Bank leverages digital technology to enhance banking convenience, offering solutions like Cardless ATM withdrawals, the *770# instant banking code, and the Ivy AI chatbot.
Their technology stack includes secured online banking, NQR scan-to-pay, and advanced digital tools for SME management and corporate credit lending.
Fidelity Online Banking and a Mobile App are top notches as they support NQR scan-to-pay.
The *770# Instant Banking service works on all phones without data.
The bank also offers Virtus for real-time transaction monitoring and Corporate Online Banking (CONB) for bulk payments.
Fidelity utilizes SSL encryption, token technology, and adheres to ISO 27001 and PCIDSS security standards.
With mobile technology and AI-driven solutions, Fidelity Bank provides cost-effective financial access to both banked and unbanked customers.
Stanley Chiedoziem Amuchie, Executive Director, Chief Operations and Information Officer is leading the Bank’s IT operations.
Amuchie holds a record of impressive multi- functional work experience spanning banking, audit, risk management, corporate governance, quality control, operations and information technology, strategy, financial control, business and financial advisory, accounting, general management, business development and consulting, with over 23 years of experience in the banking and financial services industry.
He joined Zenith Bank Plc and enjoyed a distinguished career spanning over 18 years which culminated in his appointment as Group Chief Financial Officer in July 2015 and Group Zonal Head in June 2018, a position he held until his exit in October 2018.
While at Zenith Bank, Stanley also served as a Non-Executive Director on the Boards of Zenith Trustees Limited, Zenith Bureau De Change Limited, Zenith Nominees Limited and was Chairman of the Board of Directors of Zenith Securities Limited.
Between April 2019 and February 2021, Stanley was Chief Technical Consultant at Mint Financial Technologies Limited (now Mintyn Bank, a digital bank).
United Bank for Africa
United Bank for Africa (UBA) also leverages technology to drive digital banking across 20 African countries and globally, serving over 45 million customers.
Key technology banking services include the UBA Mobile App, Leo AI Chatbot, and *919# USSD banking, enabling account opening, transfers, bill payments, and loans.
UBA focuses on Fintech partnerships to enhance AI-powered customer engagement and digital payments.
UBA prioritizes collaborations with fintech companies to accelerate financial inclusion and enhance digital payment infrastructure.
Emmanuel Lamptey is the key executive overseeing technology and digital transformation at UBA.
Lamptey, who serves as the Executive Director, Digital Banking, has 25 years of experience in retail banking, corporate banking, asset management, brokerage, insurance, and microfinance.
His background allows him to combine financial expertise with a digital vision.
TAJBank
TAJBank is a leading Nigerian non-interest (Islamic) bank leveraging technology for digital banking, featuring the TAJWAY app for secure, 24/7 transactions.
The bank uses the SBS Core Amplitude Up banking platform for seamless digital services, including account opening, instant transfers, bills payment, and agency banking.
It offers secure, user-friendly app offering card management, budget planning, and high-frequency transfers available on the App Store and Google Play.
Customers can open accounts through the app or website without visiting a branch.
Its offers USSD Banking and *898# code for mobile transactions can be donewithout internet connectivity.
TAJBank’s technological focus supports its goal of being a leading digital non-interest bank in Nigeria by providing seamless, ethical banking solutions.
Sherif Idi, Co-Founder/Executive Director, is actively involved in the bank’s operational trajectory and growth, often commenting on the bank’s investment in technology, human capital, and expansion strategies.
He oversee the bank’s growth-driven, tech-enabled, and innovative initiatives.
With 21 years career experience in the banking sector, Idi has worked in every unit of banking, from operations manager to marketing and customer service, risk management, branch manager and group head, carving a niche for himself.
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