Access ARM Pensions has reinforced its commitment to deepening customer relationships and improving service efficiency as it navigates the evolving landscape of Nigeria’s pension industry.
At the Human Resources and Pension Desk Officers (HR/PDO) Forum, themed ‘The Pension Industry in the Next Five Years’ in Lagos, the company executives unveiled strategic initiatives aimed at modernising pension administration, integrating technology and expanding financial security for contributors.
Associate Director of Access ARM Pensions, Adaora Ude, emphasised the company’s focus on a customer-first approach, highlighting the rapid expansion of the firm’s client base following the merger of Access Pensions and ARM Pensions.
“We are here because we hope this will be one of many conversations. We are learning together and building relationships. Previously, we served just over a million customers, but now we serve more than two million. This growth is exciting, but it also means we must ensure that our processes are efficient.
“Our approach is different. Some say we go the extra mile. That is because we understand that our customers are our priority. When a customer raises an issue, we do not rest until it is resolved,” she said.
She added that Access ARM is investing in cutting-edge technology to enhance efficiency, recognising the transformative role of digital solutions in pension administration.
“Technology plays a crucial role in serving our over two million retail customers, and as we scale towards even three million, we are ensuring that our systems can manage this growth. We have learnt a lot from our most recent integration and can appreciate the complexities that come with scale,” Ude noted.
As part of this digital drive, the company plans to introduce advanced tools and training sessions designed to streamline pension transactions and enhance user experience. “Please be on the lookout for training sessions on the new payment platforms; we will be sending out explainer videos and scheduling sensitization sessions to guide you through the process,” she added.
The forum also featured insights from key industry stakeholders, including the Director General of the National Pension Commission (PenCom), Omolola Bridget Oloworaran, represented by the Acting Commissioner of Administration, Michael Popoola.
Oloworaran reiterated PenCom’s commitment to strengthening governance in the pension industry, stressing that regulatory oversight is about protection rather than control.
“We will refine policies to enhance transparency and accountability,” she stated, underscoring the importance of risk-based supervision to ensure pension administrators uphold the highest ethical standards.
