Message from the CEO

Dear Business Partner,

I am excited about the plans in place to continue to grow our Business and deliver on our strategic goals, and other stated objectives that will exceed the expectations of all our stakeholders. We as a Bank have a very clear vision of what we want to be in this industry and this will be steered by our five core values of – Speed, Passion, Excellence, Ethics and Diligence (S.P.E.E.D.). I wish to assure all of you, our valued customers and partners, that we will deliver on our promise and we will do so safely and sustainably.

 

The month of February came with noteworthy changes to our Executive Management here at UMB. As we previously informed you in our Press Release dated February 1, 2019, Mr. John Awuah who was, until February 1, 2019, our CEO, has moved on. In light of this new development, I, Benjamin Amenumey – who until recently was the Chief Operating Officer here at UMB, has been appointed as the Acting CEO until a substantive CEO is appointed by the UMB Board of Directors and approved by Bank of Ghana.

 

I hereby humbly beseech you to join me in thanking our immediate-past CEO, Mr. John Awuah for his tremendous contribution and dedication to our Bank. John led us through some extremely trying times in the history of our Bank and quite recently in the year 2018. I would therefore like to use this opportunity to both personally and on behalf of the Board of Directors express our sincere gratitude to him for all his achievements in the last four successful years that he worked with us.

 

At UMB, we are always thinking of ways to add value to you and your business. I am therefore happy to announce that, this month, we will be hosting a Trade and Treasury colloquium to share ideas as well as focus on business opportunities and how we as a bank can offer you the necessary support in your various personal and business ventures. It is our hope that through this colloquium, each participant will leave with some business nuggets in the field of Trade and Treasury while deepening our mutually beneficial relationship.

 

With that said, let me once again thank you for your business and continued loyalty to UMB. We value your relationship with us and your feedback is of utmost importance and that is why our Customer Contact Centre operates and provides customer care support 24/7 – Monday to Friday including weekends. Reach us on any of our toll-free lines MTN 0800-100880, Vodafone and Airtel 0800-10088 and all other lines 0302 633 988. We are also very responsive on our official Facebook, Twitter and Instagram pages – engage with us!

We look forward to serving you with S.P.E.E.D. this month and beyond.

Sincerely,

Message from the CEO

Dear Business Partner,

Happy New Year to everyone! I hope you celebrated the beginning of 2019 in good spirits with family, friends and loved ones. As we welcome the new year, it is good to look ahead and ponder over what 2019 has in store for us and the opportunities awaiting us to tap into.

Before that, a quick recap of the year gone by. 2018 was an eventful year for all of us at UMB and the banking sector in general with all the banking sector reforms that ultimately changed the market landscape in Ghana. The banking sector saw several developments in the last twelve months than the last 12 years all put together – in mostly less than favourable circumstances.

Throughout the period, we were mindful that we must always keep our chin up in the face of complications.  But we have also achieved a significant amount; the highlight of which is when we received funding to meet the new Bank of Ghana minimum capital requirement of GHS400 million. We enter 2019 from a position of financial strength and are carrying forward that positive outlook.

Our paramount goal is to be your most trusted indigenous banking and finance provider and to go beyond the norm to not only meet your needs, but exceed your expectations. UMB now has the financial and technical capacity to considerably increase support to retail and business/SME customers who play a pivotal role in Ghana’s economic order.

Within UMB, we propagated our “Digitizing Customer Experience” theme/strategy and judiciously executed it throughout 2018 with the UMB SpeedApp in the forefront – we will amplify our efforts and continue on that trajectory this year. In the past year, we narrowed in on our retail and SME banking activities and it is imperative to note that we have become a forerunner in innovative distribution in retail banking as well as SME/Business banking through our specialized Centres for Businesses located in Madina (Accra), Kasoa and Ashtown (Kumasi). But of course, we will not rest on our ores as there is still a lot of work to be done in 2019.

At the end of such an eventful 2018, I want to take this opportunity to thank you for doing business with us. We not only value our relationship with you but take the responsibility of being your banking partner very seriously. It has been an honour to work with and for you in 2018 and we look forward to our sustained partnership in 2019 and beyond!

Sincerely,

Message from the CEO

Dear Business Partner,

As we approach the end of 2018 on a high note and with optimism, UMB comes bearing gifts in this month of December. As a brief reminder of the fruitful year behind us, we can recall some significant highlights during the year’s course. In our widely successful year which had many noteworthy developments, I would like to think that launching our UMB SpeedApp was up there with the most exciting endeavours. Further, you may have noticed that we have enhanced the trending UMB SpeedApp to allow selected telco subscribers continue to transact on our mobile platform even with zero data balance!

For us at UMB, 2018 kicked off with our New Year press soiree in association with the Ghana Journalists Association (GJA), where we showed our appreciation to members of the media while reinforcing our close ties. I was more than happy to meet and network with over 80 editors, reporters and managers from both the private and state-owned media. It was a meaningful engagement as it deepened our existing relationship with the media while ensuring that the UMB story was articulated in a manner that was mutually beneficial.

Across the bank, we remain true to our 2018 theme of “Digitizing Customer Experience” and as such we are constantly enhancing our banking technology and risk management abilities to guarantee that you experience avant-garde services, readily available at your fingertips. This year saw the official launch of our mobile banking App, UMB SpeedApp in February and I have observed with keen interest the high rate of adoption, especially with the recent introduction of the Data-Free/Sponsored Data offer. As might be expected, we have recorded very high utilization rates by our mobile banking and wallet customers even in the face of stiff competition and disruptions in the market. We have been engaging closely with customers during the rollout of this mobile application, and we very much appreciate the phenomenal support and patience invested in us during this period.

I am particularly excited to reiterate that it is the first of its kind offered by any bank in Ghana – mobile banking on free data! I urge everyone to download the UMB SpeedApp and experience the fantastic services available as we deepen our efforts towards branchless banking. New and existing users on MTN and AirtelTigo networks should update their App to enjoy the convenience of the UMB SpeedApp at no data charges.

As part of UMB’s corporate social responsibility, we awarded a full scholarship to the 2017 Overall Best WASSCE Student at the annual West African Examinations Council Excellence Awards held in Accra in the month of March. Everyone at UMB wishes the awardee, Jochebed Adwoa Sutherland the very best as she pursues a Medical programme at the University of Ghana, Legon.

As always, we aim to reach our valued customers wherever they may be with the most convenient and accessible banking and finance solutions. The month of May marked another significant milestone as we officially opened our new, ultra-modern branch in Sunyani to the public. We are eternally grateful to the wonderful people of Sunyani for the warm reception and to everyone who joined us on that momentous occasion.

In collaboration with KPMG, we conducted training sessions for select SME business leaders; customers and non-customers alike to equip them in best business practices ranging from succession planning, corporate governance and tax compliance for SME’s in Ghana amongst other relevant business matters. These sessions were held in our three Centre for Businesses located in Madina, Kasoa and Ashtown in the Ashanti Region. As we deepen our stake in the SME sector, we will continue to organize more of such relevant training seminars frequently.

In the month of August, UMB became the first Bank in Ghana to disburse a facility under the Government’s One District One Factory (1D1F) Initiative. In addition to disbursements under the 1D1F, we are also the Bank that has successfully disbursed most facilities under the Government of Ghana’s ‘Business Stimulus Package’ programme. These undertakings and collaborations with Government underscore our commitment to nation building and concretize our steps towards fulfillment of our pledge to support government’s business initiatives with funding of up to $100 million.

Consistent with our nation building agenda, we partnered the Ministry of Information to deliver the 2018 National Policy Summit, which for the first time and through our support took place in three Regions in Ghana; Ashanti, Northern and Western Region respectively. The summit afforded participants drawn from key government and private sector stakeholders the opportunity to dialogue on pertinent national issues of grave importance and to share meaningful and practical solutions.

In recognition of our theme for 2018 ‘Digitizing Customer Experience’, it did not come to us as a surprise when we were adjudged the best Customer Experience Award’ at the 4th Ghana Finance Innovation Awards in October. This award proves how we continue to demonstrate exceptional service by going “above and beyond” in our day to day customer engagements.

Without a doubt, the banking and finance industry has witnessed a number of challenges in recent months. But through it all, our bank has stood very strong, and we intend to remain a buoyant and innovative example for indigenous banks, a forthright fintech advocate and a trusted companion for several years to come. I wish to reassure you that our bank is almost through with our capital raising efforts and I am very confident that we will be announcing great news in the coming days.

We thank you for trusting us with your business or considering our exceptional services for the future.

Thank you.

Sincerely,

Message from the CEO

Dear Business Partner,

Welcome to a new month. At UMB, we are very optimistic about what the future holds for our bank especially as we draw closer and closer to the end of 2018 – a year that has seen the banking industry experience some tremors. As the governor of the Bank of Ghana has often stated, the industry is generally resilient and sturdy.

I am excited to note that since our February launch of the UMB SpeedApp, customer adoption and momentum behind our mobile banking application has been overwhelming. As it stands, the UMB SpeedApp has been one of the top trending Finance apps in Ghana. In a bid to close the year on a stellar note, we have enhanced the UMB SpeedApp, enabling it to be used free of data charges. This means that, you can now launch the App and transact even when you have zero data balance.

Available resource indicates that it takes the average Ghanaian 27 hours of work to pay for 500MB of data, whereas it takes 17 hours, 5 hours and 1 hour of work to pay for 500MB in South Africa, United States and Germany respectively. At UMB, we realize how the cost of data can drain your finances and that is why as a customer-centric bank, we took it upon ourselves to fully bear the cost of data when using our mobile App. This data-free offer is the first of its kind in the banking industry. It is currently on trial for a limited period of time for MTN and AirtelTigo subscribers only – Vodafone subscribers will be included once the trial period expires. This innovative data-free offer is in line with our bank’s quest to enhance and digitize the experience of our customers.

Needless to say, there are possible challenges that surrounds the introduction of any innovation and that is why it is on trial currently. With so many moving parts there could be a technical hitch or two in this period, so I ask in advance for your patience if we have to fine-tune some aspects. Having said that, the data-free version of the UMB SpeedApp has functioned perfectly and I am confident that our outstanding tech support teams will do everything they can to sustain this innovative offer.

Should you require any assistance, call our 24-hour Customer Contact Centre team on any of our toll-free lines: MTN 0800-100880, Vodafone and Airtel 0800-10088 and all other lines 0302 633 988. Additionally, the Customer Contact team is very responsive on our Facebook and Twitter accounts – interact with us!

As we continue to amplify our SpeedApp activities, we pitched camp on the University of Ghana – Legon campus between 22nd to 26th October to intensify the product awareness. We successfully indulged in onboarding and rewarding students while engaging and assisting them with all support issues. We are looking to replicate this in Kumasi and Takoradi campuses so be on the lookout for the SpeedApp Champs in your various schools.

We are still very much on course in our recapitalization process. Several productive stakeholder meetings and engagements have been held and many more have been scheduled in the coming days. By the end of this month, we will make an announcement on our position after necessary approval from the Bank of Ghana.

Thank you for your continued support and confidence in UMB.

Sincerely,

Message from the CEO

Dear Business Partner,

Another month is here again and we are excited about what the future holds for our Bank. The first week in this month (October 1 – 5, 2018) is Global Customer Service Week under the theme “Excellence Happens Here”. Indeed, excellence happens at UMB every other day that we open for business.

The theme for this year’s Global Customer Service Week perfectly dovetails into our core corporate values – Speed, Passion, Excellence, Ethics and Diligence (S.P.E.E.D.). Just last month, we completed a bank-wide Customer Experience Training for all members of our staff in order to be abreast with best practices in customer service. We are in the business of service delivery and it is very critical that we are able to identify pain points in the customer journey mapping and do our utmost best to decrease or eliminate them entirely.

As a customer-centric Bank, we will continue to exceed your expectations by providing excellent service at every customer touchpoint. I invite you to engage with the UMB brand, whether in our branches or digital platform, and let us hear from you. Our feedback channels are always open and as a Bank, we are ever ready to heed to constructive feedback and adapt to emerging issues when necessary.

While we have made remarkable progress in our recapitalization process, there remains a small but critical detail that needs to be ironed out. And for the avoidance of doubt, I have said in other publications that aside private placement, mergers and acquisitions are a major part of ongoing discussions. Once we dot the i’s and cross the t’s, the Bank will make an official statement with respect to our recapitalization position before the December 31, 2018 deadline announced by the Bank of Ghana.

Like I keep saying, we appreciate your feedback and so do not hesitate to connect with our 24hour Customer Contact Centre team on any of our toll-free lines MTN 0800-100880, Vodafone and Airtel 0800-10088 and all other lines 0302 633 988. Also, Facebook and Twitter are other online channels were we are very responsive – engage with us!

We thank you for your continuous loyalty to the UMB brand and I encourage you to recommend us to your business associates as well as family and friends. We stand by our service promise to exceed your expectations by offering services guided by our core corporate values of Speed, Passion, Excellence, Ethics and Diligence!

Thank you.

Sincerely,