July 12, 2021
By Paschal IJEH InvestAdvocate
Lagos (INVESTADVOCATE)-Nigeria’s foremost lender, Fidelity Bank Plc has unveiled a seven-point agenda aimed at strategic growth and expansion, the agenda was unveiled by Nneka Onyeali-Ikpe, managing director/chief executive officer MD/CEO at a media parley on Sunday in Lagos.
She says the agenda is focused on brand architecture, brand building and refresh, talent development and transformation and regulatory compliance.
According to Onyeali-Ikpe, the seven-point agenda include, Innovation, Workforce Transformation, Digital Transformation and Brand Refresh.
Others are Service Excellence, Performance Discipline and Accelerated Growth.
The first ever Fidelity Bank’s CEO who assumed office on January 1, 2021 affirmed the bank intends to embark on an innovation drive through implementation of new processes and techniques.
On innovation, Onyeali-Ikpe disclosed the bank intends to embark on an Innovation Drive through the implementation of new processes, techniques. “The bank is also executing fresh ideas to ensure continuous process improvement, reduce cost to serve, increase competitiveness, improve brand recognition and value, build new partnerships and relationships, drive turnover, and increase profitability,” she added.
According to her the second agenda us the Brand refresh with the aim to increase top-of-mind awareness of the Fidelity brand by external and internal stakeholders.
The third is Workforce Transformation to create a future readily supported by a high performing and empowered workforce. “This will be achieved by deepening the skills and competencies of staff across the bank, entrenching a culture of high performance, and embedding new ways of working in the bank. So far, the commencement of capacity building training for staff and senior management training are some of the initiatives implemented,” the Fidelity Bank CEO said.
The fourth on the agenda is Service Excellence which is intended to build brand loyalty through personalized and seamless customer experience delivery. “This is already underway with the award-winning virtual assistant IVY. This revolutionary chatbot handles simple tasks like account opening to complex tasks such as complaint resolution, bill payment, transferring users to a live agent, loans, fixed deposit applications, and answering random questions,” she added.
Also, the lender intends to embark on Digital Transformation which involves an end-to-end digitization across all facets of the business. “In line with this, the bank has launched a novel digital service —Pay Yourself —which revolutionized payday for salary earners and SMEs,” she noted.
6. Onyeali-Ikpe says there would be Performance Discipline as part of the agenda to ensure focus on strong fundamentals, asset quality, and strategic cost management. Initiatives already carried out in this regard include;
She disclosed the Policy Familiarization Program —a capacity-building project geared towards building a knowledgeable and versatile staff network/raising subject matter experts in all business areas that kicked off in March.
Also, she says as part of the Performance Discipline agenda, a One Culture Project was initiated to reinforce enabling behaviours and value systems towards fulfilling the bank’s goals and Project Alpha aimed at helping the bank develop a robust and holistic learning and development framework for all staff.
The Fidelity Bank’s CEO said seventh agenda is Accelerated Growth which will drive aggressive market penetration and business diversification. “This will be achieved through deeper penetration in key retail markets,” she added.
