Deborah Moses, a graduate trainee at United Bank for Africa (UBA), has described her recent encounter with the bank’s chairman, Tony Elumelu, as a long-awaited career milestone after he praised her ideas for improving customer experience.
Graduate Trainee Impresses UBA Chairman During Q&A Session
Moses attracted Elumelu’s attention during a question-and-answer session at UBA’s Graduate Management Accelerated Programme (GMAP) on Thursday, August 20, 2026. Speaking about her experience during her on-the-job training (OJT), she highlighted recurring challenges faced by customers at UBA branches and proposed practical solutions to reduce frustration and improve service delivery.
According to Moses, many customers repeatedly visit branches with similar complaints but are often unaware of the documents required to resolve their issues. She explained that customers sometimes arrive at a branch only to discover that they need additional documents. They are then asked to return with the required paperwork, a process she said could discourage some customers from coming back.
Proposed Customer Journey Guide and Real-Time Experience Tracking
Moses proposed the introduction of a “UBA journey guide” that customers would receive during onboarding. The guide, she suggested, could explain the steps and documentation required for common banking requests, including changing a phone number and resolving other customer-related issues. She said the guide could be provided digitally as a PDF while also being made available in hard copy for customers who are less comfortable using digital platforms.
Beyond the customer guide, Moses suggested that UBA establish a system or department dedicated to capturing customer experiences across its branches in real time. She said such a system could track the number of customers visiting branches, those attended to and those whose issues remained unresolved. According to her, analysing the information daily would help the bank identify recurring complaints and determine where improvements were needed. She argued that identifying the most common problems could help UBA address them at their source and ultimately reduce the number of customers returning to branches with unresolved issues.
Elumelu Praises Moses’ Initiative and Career Background
Moses’ suggestions drew a strong reaction from Elumelu, who invited her to the podium following her presentation and exchanged a handshake with her. “If we hand over to people like you in UBA, we will be safe,” Elumelu said, while expressing interest in following her career progress at the bank.
For Moses, the encounter represented more than recognition of her ideas. In a Facebook post on Friday, she said she had long imagined the moment she would meet and shake hands with the outgoing UBA chairman. She said the encounter gave her more than a handshake, as she also received encouragement and a recommendation from Elumelu.
Moses, who studied agricultural economics and extension, graduated in 2023. Before joining UBA’s graduate trainee programme, she worked as a Human Resources Assistant at the Bank of Agriculture (BOA) and also gained experience at NEAT Microcredit.
Fresh Perspectives and Broader Impact
Reflecting on the experience, Moses said it reinforced her belief that ideas, initiative and the courage to speak up can make an impact, regardless of where someone is in their career. Her presentation has since highlighted how fresh perspectives from young professionals can help identify everyday challenges and potentially shape improvements in customer service.
Legit.ng earlier reported that Tony Elumelu’s investment in Seplat Energy has delivered a remarkable paper gain, with his 20.07 per cent stake now worth more than $1 billion. The stake, held through Heirs Holdings, was acquired for approximately $500 million in December 2025 after the investment company purchased Maurel & Prom’s holding in Seplat.
