United Bank for Africa (UBA) has accelerated its digital transformation efforts in response to COVID-19, adopting new technologies and remote banking solutions that have helped keep services uninterrupted for customers across the continent. While the pandemic posed significant challenges to day-to-day banking, UBA officials say proactive investments in secure communications and telebanking infrastructure have made a key difference.

“From mobile apps to our online platform, the objective was to ensure customers could continue essential transactions without physically visiting branches,” said Mr. Olufemi Adedokun, UBA’s Executive Director of Retail Banking. “We recognized early on that our systems needed to handle an unprecedented surge in digital demand.”

A pivotal move was the deployment of a Session Border Controller (SBC), designed to safeguard phone banking services and manage the surge in call volumes experienced during the early days of lockdown. The SBC is central to maintaining secure, uninterrupted connectivity, ensuring that customers can access critical banking services around the clock.

UBA’s Head of IT, Mr. Kayode Ishiola, provided high praise for the engineering team behind this initiative, highlighting the exceptional contributions of Philip Nwaga, the bank’s Network Specialist. Ogunleye noted, “The SBC has been crucial in ensuring our phone lines remain both available and secure. A lot of credit goes to Philip Nwaga, who not only oversaw the technical design but also implemented innovative solutions to optimize network performance under pressure.”

Philip’s role extended far beyond routine system updates. Facing a dramatic increase in call volume and potential security vulnerabilities, Philip led a cross-functional team to re-engineer the bank’s telecommunication framework. His approach involved integrating multiple layers of redundancy and robust failover mechanisms, which allowed the SBC to dynamically balance loads and mitigate risks of system overload. “We had to design a system that could scale instantly during peak demand while ensuring no compromise on security,” Philip explained. “Our solution incorporated advanced encryption protocols and real-time monitoring tools to swiftly address any anomalies.”

The success of the SBC project has become a benchmark for UBA’s digital resilience. As part of a broader strategy, the bank is now looking to further leverage these technological advancements, aiming to roll out enhanced digital services that could redefine customer engagement in the post-pandemic era.

“Our investment in cutting-edge network solutions was driven by necessity, but thanks to John’s leadership, it has evolved into a lasting asset for our operations,” Ogunleye concluded. “John’s contributions have not only ensured uninterrupted service during a crisis but have also positioned us for future growth in the digital space.”