Deborah Moses, a graduate trainee at United Bank for Africa Plc(UBA), has described her interaction with the UBA chairman Tony Elumelu as a long-cherished dream.
Ms Moses attracted the attention of the bank’s Chairman, Tony Elumelu, after she shared observations and ideas on how the lender could address recurring problems faced by its customers.
Ms Moses made the observations on Thursday during a question-and-answer session at UBA’s Graduate Management Accelerated Programme (GMAP), where she spoke about her experience during her on-the-job training (OJT).
She told Mr Elumelu, who is finishing his tenure as the bank’s chairman in August, that many UBA customers repeatedly encounter similar problems but often do not know the documentation required to resolve them before visiting a branch.
According to her, this often leaves customers having to return home to obtain the required documents before their complaints can be addressed, creating frustration and discouraging some from returning to the bank.
“During my OJT, I observed that our customers all have repetitive problems. They will come back for the same complaints, and then most of them do not know the required documentation that they need to bring so that their problems would be attended to smoothly.
“Mostly, they will realize that the customer service will now tell them, so you need this and you need that. Please, can you go back and bring it? And they’ll be like, I don’t have time. I cannot come back to this bank again. That’s a very big problem,” she said.
Deborah Moses with TOE (Dherby Stylevantage Facebook page)
Ms Moses therefore suggested that the financial institution introduce a “UBA journey guide” for customers during onboarding, containing information on the documents and steps required for different banking-related complaints and requests.
“So I want to suggest, how about we have a UBA journey guide for our customers during onboarding, when they are registering with us. We give them maybe a PDF that contains what you need to do at a particular time,” the graduate trainee said.
She explained that the guide could be available in both digital and hard-copy formats, particularly to accommodate customers who are less comfortable with digital products.
The guide, she said, could cover issues such as changing a phone number and the documents customers need to bring to the bank to ensure prompt and smooth responses to their requests.
“And we can also have it in hard copy for some of our customers who do not really like the digital product.
“This way, they are informed of what they need to bring to the bank. They don’t always have to come and go back or have to come,” she said.
Ms Moses, an agricultural economics and extension graduate, also proposed that the lender create a department responsible for capturing customers’ experiences in real time across its branches.
She said such a system would enable the bank to track the number of customers visiting its branches, those attended to and those who were not, while identifying recurring complaints.
“At the end of the day, we know this number of people came to the bank; these people were attended to, and these were not, at the branch level. Daily reports, in a way, will help us know the recurring problems, the ones that are the highest, and then we will know how to solve them and reduce inflow,” she said.
Reacting to Ms Moses’ suggestions, the UBA chairman, Mr Elumelu, invited the graduate trainee to the podium, extolled her ideas and exchanged a handshake with her.
“If we hand over to people like you in UBA, we will be safe,” Mr Elumelu said, expressing his enthusiasm to continue monitoring her career at the bank.
Deborah Moses (Dherby Stylevantage Facebook page)
Meanwhile, in a Facebook post on Friday, Ms Moses said the moment reinforced her belief that ideas, initiative and the courage to speak up can create an impact, regardless of where one is in their career journey.
“I always imagined the day I’d shake hands with the outgoing Chairman. Yesterday, I got more than a handshake; I got a hug, encouragement, and his recommendation.
“During my GMAP OJT, by the Grace of God, I identified a problem, suggested a solution, and dared to speak up. He loved the idea.
“That moment reminded me that ideas matter, initiative matters, and your voice can create impact; regardless of where you are in your journey,” Ms Moses added.
The UBA graduate trainee previously worked as a Human Resources Assistant at Bank of Agriculture (BOA) after graduating in 2023. She also worked with NEAT Microcredit before joining the UBA internship programme.
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Dangote Refinery will open the order book for its initial public offering to retail investors on 14 September, effectively kickstarting the $1.5 billion public share sale, said to be the continent’s biggest ever, Reuters reported Friday, citing two sources who have close knowledge of the move.
Pricing will commence at any moment now at N525 per share ($0.40), with 4.1 billion shares up for subscription, the report added, noting that the sources spoke on the understanding that their identities will not be disclosed.
The crude processing plant, which holds the distinction of being the world’s largest single-train refinery, will have the latitude to sell 15 per cent of the offer size in addition to the total number of shares up for grabs in the event the transaction is oversubscribed, a source was quoted as saying.
The facility, owned by Africa’s richest man, Aliko Dangote, is ready to double nameplate capacity to 1.4 million barrels per day (bpd).
Financing will be provided by proceeds from both the planned equity sale and a private placement held in July, which raised $2.5 billion from institutional investors and high-net-worth individuals. It was 270 per cent oversubscribed.
Another refinery, the size of the current one at 700,000 bpd, is to be established in the coastal town of Lamu in Kenya, strategically conceived by the Dangote Group as the gateway to the broader East African market.
Last month, the group offered a 30 per cent stake in the proposed refinery to countries in the region, including Kenya, Rwanda and Ethiopia.
The groundbreaking is scheduled for this month.
Dangote Refinery is exploring a cross-border listing on the Johannesburg Stock Exchange, the continent’s foremost bourse, following a primary listing in Lagos.
The corporation said in August that a London listing, which its sister company, Dangote Cement, is actively pursuing, is not on the cards, adding that a potential listing in the UK capital is at least three years away.
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President Bola Tinubu has welcomed the planned launch of the African Credit Rating Agency (AfCRA), saying Africa needs financial institutions that better understand the continent’s economies and risks.
The African Union has announced that the agency will officially launch on 7 October in Port Louis, Mauritius.
President Tinubu said the development was another step towards building African financial institutions capable of providing more accurate assessments of the continent’s economies.
The president disclosed this in a post on his official X account on Thursday, recalling that he had advocated for an African credit rating agency in a February 2026 Financial Times article.
He said he also raised the issue at the Africa CEO Forum in Kigali, Rwanda, in May, where he called for Africa to develop financial institutions that understand its economic realities.
“Africa is not asking for favourable ratings. We are asking for fair ratings, grounded in our fundamentals and in the reforms our economies are actually carrying out,” he said.
Why the agency matters
Credit ratings influence how investors assess the risk of lending to countries and companies. They can also affect borrowing costs and the amount of capital available to governments and businesses.
African governments have repeatedly raised concerns about what they describe as an “Africa premium”, under which African countries may face higher borrowing costs because of how investors perceive the continent’s risks.
The three major global rating agencies, including Fitch, Moody’s and S&P Global Ratings, currently play a major role in assessing African sovereign and corporate borrowers.
President Tinubu, in an article published by Financial Times, argued that African economies were paying too much to borrow because international assessments did not always adequately capture their economic realities.
He cited a 2023 United Nations Development Programme estimate that shortcomings in credit ratings cost African countries about $75 billion annually through higher interest payments and foregone lending.
He also argued that commodity-dependent African economies could be particularly exposed to downgrades during global market downturns, even when their reserves, fiscal positions, and debt profiles remained manageable.
The proposed agency is therefore expected to provide an Africa-focused alternative by taking greater account of local economic conditions and reforms.
The African Union has said that AfCRA will operate alongside existing global rating agencies rather than replace them.
Tinubu seeks investor confidence
In his statement Thursday, the president said the establishment of an African rating agency should not be interpreted as a demand for preferential treatment.
Rather, he said, the agency must provide assessments based on economic fundamentals and the reforms being implemented by African countries.
He pointed to Nigeria’s experience, arguing that improvements in economic data, fiscal transparency and reforms had contributed to recent upgrades by international rating agencies.
However, he acknowledged that the credibility of AfCRA would ultimately depend on the quality and independence of its assessments.
“AfCRA must now earn the confidence of global capital. That confidence will rest on its independence and the rigour of its work,” he noted.
The launch is scheduled for 7 October in Mauritius, with President Tinubu saying he looks forward to the development.
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