Nigeria: Stanbic IBTC Pensions reaffirms dedication to customer service excellence

Stanbic IBTC Pensions Managers has restated its dedication to enhancing customer experience and ensuring greater comfort for its clients in the Federal Capital Territory (FCT).

The company’s Chief Executive, Olumide Oyetan, highlighted the strategic decision made a few years ago to expand the branch network nationwide and transform them into customer-centric experience centers.

He emphasized that the institution has heavily invested in technology and digitalization, ensuring seamless accessibility for clients to reach the PFA whenever needed.

He said, “And since we started on that journey, we have seen enormous results evidenced in increased satisfaction for our clients and positive customer experience across the board.”

Oyetan said, Nigeria’s largest Pension Fund Administrator responsible for managing the retirement fund of over 2 million Nigerians, innovation and excellent customer experience remain some of our key value drivers. Therefore, while we continue to provide innovative and convenient ways for our clients to reach us digitally, and empower them to be able to carry out self-service actions on their retirement savings accounts (RSA) with minimal intervention, we also acknowledge the need for them to periodically meet with us physically to access information and support.

Oyetan underscored that as the nation’s largest Pension Fund Administrator (PFA), overseeing the retirement funds of over two million Nigerians, key drivers for the institution are innovation and a commitment to excellent customer experience.

He pointed out that while the PFA continues to provide innovative and convenient ways for “clients to reach us digitally, and empower them to be able to carry out self-service actions on their retirement savings accounts (RSA) with minimal intervention, we also acknowledge the need for them to periodically meet with us physically to access information and support”.

He said, “For such occurrences, it is important that they meet with us in befitting environments that suit their sensibilities and that make them feel welcome always.”

Also, speaking at the ceremony, the company’s Executive Director, Operations, Charles Emelue, explained that the digital experience project remained a testament to its commitment to exceeding clients’ expectations and offering them platforms for excellence service delivery.

He said, “So, this is a journey, and we are confident that by the time we are through everybody will want to identify with our brand.