Onyeali-Ikpe, Fidelity Bank’s first female chief executive officer, said the bank intended to embark on an innovation drive through implementation of new processes and 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 said.
She said that the company would embark on brand refresh with the aim to increase top-of-mind awareness of the Fidelity brand by external and internal stakeholders.
Onyeali-Ikpe added that the company would ensure 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.
“Commencement of capacity building for staff and senior management training are some of the initiatives implemented,” she said.
Onyeali-Ikpe said that service excellence intended to build brand loyalty through personalised and seamless customer experience delivery was underway with the virtual assistant IVY.
“This revolutionary chatbot handles simple tasks such as account opening and complex tasks such as complaint resolution, bill payment, transferring users to a live agent, loans, fixed deposit applications and answering random questions,” she said.
Onyeali-Ikpe said that other initiatives of the bank geared toward deepening growth include renewal of institutional banking and drive for transaction-based propositions in corporate banking.
She said that with the agenda, Fidelity Bank was on its way to leading the banking sector while revolutionising Nigeria’s financial landscape.
Onyeali-Ikpe assumed office on Jan. 1 2021, as the bank’s first female chief executive officer and managing director.