FirstBank Ghana leverages Technology to transform customer experience

FirstBank Ghana has announced a major leap in its digital transformation strategy, unveiling a series of technology upgrades aimed at enhancing customer experience and operational efficiency across its banking network.

In a statement delivered by Ikenna Njubigbo, Country Head of Technology, Digital Innovation, and Services at FirstBank Ghana, the bank outlined its commitment to leveraging advanced technology solutions to redefine banking in Ghana and reinforce its “You First” customer-centric philosophy.

“At FirstBank, we are steadfastly committed to leveraging the power of technology to empower our customers and deliver unparalleled financial services,” Njubigbo stated.

“Our focus is on creating seamless, secure, and personalised banking experiences that enable our customers to achieve their financial goals with ease and confidence.”

Core Infrastructure Overhaul

Central to the bank’s transformation is the successful implementation of the Finacle 11.x core banking platform, a robust and scalable system designed to improve service delivery and system reliability. The upgrade enhances the bank’s capacity to roll out digital products, increase operational stability, and support future innovation.

In addition, FirstBank has invested in intelligent cabling systems across its branch network, resulting in improved network visibility and faster customer service. The bank also upgraded all its communication and networking devices to the latest standards to boost connectivity and transaction speed.

Enhanced Security and Compliance

Addressing rising cybersecurity concerns in the banking sector, Njubigbo noted that FirstBank has fortified its infrastructure with state-of-the-art firewalls, multifactor authentication, and real-time transaction monitoring to detect and prevent fraud.

“The security of our customers’ financial information is of utmost importance to us,” he said.

 

Future-Ready Digital Solutions

Looking forward, the bank plans to roll out AI-driven financial advisory services, enhanced mobile banking features, and other digital tools aimed at increasing customer convenience. These efforts are intended to sustain FirstBank’s position at the forefront of Ghana’s digital banking evolution.

As part of the First Bank Group of Nigeria Limited, which celebrated its 130th anniversary in 2024, FirstBank Ghana continues to draw on the group’s multinational experience—spanning operations in the UK, Nigeria, Ghana, DRC, Gambia, Guinea, Senegal, Sierra Leone, and China.

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