In a rapidly evolving financial landscape, Access Bank Plc is redefining what it means to be customer-centric. At an exclusive SME Roundtable in Abuja, Deputy Managing Director Chizoma Okoli reinforced the bank’s commitment to small and medium-sized enterprises (SMEs) while outlining a bold strategy to leverage technology for the benefit of over 60 million customers across Nigeria and beyond.
“We want to hear from you — what we’re getting wrong, what we’re getting right, and what we should be doing differently. That’s how we can keep growing together,” Okoli said, underscoring a philosophy of humility and responsiveness that has guided her three-decade career.
Having joined the former Diamond Bank in 1992 and rising to become Access Bank’s first female Deputy Managing Director, Okoli emphasized that leadership grounded in humility ensures that customer needs drive strategic decisions.
“Customers mean everything. We are nothing without you. We must be humble enough to raise our hands when we have not done the right thing and say, ‘We apologize,’” she stated.
Closing the Gap Between Customers and Strategy
The roundtable offered a direct channel for SMEs to share feedback, shaping Access Bank’s policies, services, and technological innovations. Okoli highlighted that the bank’s recent recapitalization — completed ahead of schedule — was a testament to customer trust and loyalty, forming the foundation of Access Bank’s operational resilience.
“The recapitalization showed how emotionally connected our customers are to our brand. It enabled us to move quickly and invest strategically in our technology,” she noted.
Technology as the Engine of Competitive Advantage
Okoli made it clear that Access Bank views technology not as an operational expense but as a strategic imperative. The bank has invested heavily in digital infrastructure to compete with fintechs and global financial players, ensuring seamless service delivery and system reliability.
“We upgraded our platform quietly and successfully. Many didn’t even notice because it was seamless — a testament to early planning and customer collaboration. Our investments are not for prestige; they are for enabling your business to operate more efficiently.”
These upgrades extend beyond Nigeria. Access Bank’s expansion across Africa and other regions follows the “flow of customer business,” ensuring that wherever clients operate, the bank’s services are immediately accessible.
SMEs as Partners in Growth
The roundtable also emphasized the role of SMEs as critical partners in Nigeria’s economic growth. By maintaining an open dialogue and actively incorporating feedback into service design, Access Bank positions itself as more than a financier — it becomes a strategic ally in the journey of Nigerian entrepreneurs.
“We don’t just invest to be everywhere. We invest where it makes your business seamless, where it shortens turnaround time, and where it adds real value to your operations,” Okoli explained.
A Humble, Forward-Looking Leadership
Okoli’s message reflects a paradigm shift in Nigerian banking — one that balances bold technological investment with humility and customer focus. Access Bank’s consolidation phase signals a move from expansion for its own sake to precision growth, where technology, customer engagement, and operational excellence converge.
In doing so, Access Bank is setting a standard for how banks can lead with both vision and empathy, ensuring that the future of finance is as inclusive, seamless, and responsive as the businesses it serves.
