Stanbic IBTC Pensions Reiterates Commitment to Quality Services for Customers

The Stanbic IBTC Pensions Managers has reaffirmed its commitment to improving customer-experience as well as enhancing the comfort for its clients in the Federal Capital Territory (FCT).

Speaking at the re-opening of the Stanbic IBTC revamped customer experience center opening, the company’s Chief Executive, Mr. Olumide Oyetan, said it took the decision a few years ago to increase the number of branches across the country as well as revamp the existing ones to experience centers.

He said the institution has made significant investments in technology and digitalisation to ensure that its clients can easily reach the PFA whenever they need to.

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 said, as the country’s largest Pension Fund Administrator (PFA) responsible for managing the retirement fund of over two million Nigerians, innovation and excellent customer experience remained key value drivers.

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, Mr. 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.