Unity Bank MD Celebrates Frontline Staff, Reaffirms Commitment to Customer Service Excellence

Unity Bank MD Celebrates Frontline Staff, Reaffirms Commitment to Customer Service Excellence

Lagos, October 10, 2025 — The Managing Director and Chief Executive Officer of Unity Bank Plc, Mr. Ebenezer Kolawole, has reiterated the Bank’s commitment to delivering top-tier customer service, emphasizing that responsiveness and innovation remain central to the institution’s service culture.

Speaking at the flag-off ceremony marking the 2025 Customer Service Week, themed “Mission: Possible,” Kolawole commended the Bank’s frontline staff for their dedication and resilience, describing them as the backbone of the organisation’s customer success story.

He noted that Unity Bank continues to invest in technology, systems, and personnel to enhance customer experience and redefine the customer journey.

“Beyond improving the way we provide support, the increasing sophistication of our customers has made us focus more on customer experience innovation. We are investing in technology, systems, and people to ensure we deliver value at every interaction,” Kolawole said.

Highlighting the significance of this year’s theme, the Unity Bank CEO explained that “Mission: Possible” reflects the Bank’s belief that every customer’s needs can be met through innovation, teamwork, and a strong service culture.

“At Unity Bank, our mission is clear — to make banking simple, accessible, and rewarding for every customer. ‘Mission Possible’ captures the spirit with which we approach every challenge and opportunity to serve, whether through our digital platforms, branch interactions, or support channels,” he added.

In her remarks, the Bank’s Chief Customer Service Officer, Mrs. Elfrida Igebu, stressed the importance of recognising employees who consistently go the extra mile to serve customers.

“This year’s theme reminds us that what may seem difficult is achievable with the right attitude, teamwork, and customer-first mindset. Our frontline teams demonstrate daily that at Unity Bank, service excellence is not just a goal — it is our mission,” she said.

Throughout the week, Unity Bank marked the celebration with a series of activities across its branches and offices nationwide. These included customer appreciation engagements, awards and recognitions for outstanding staff, themed decorations, cultural costumes, and digital media activations.

Unity Bank has remained a customer-focused institution over the years, pioneering innovations such as Nigeria’s first multilingual USSD code (7799#) and continuously upgrading its Unifi mobile banking app to enhance convenience and user experience.