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UBA accelerates growth through digital innovation and strategic expansion

UBA accelerates growth through digital innovation and strategic expansion
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Written by Jeff Villapando
  • Oct 22, 2025
  • 4 min read

United Bank for Africa (UBA) is deepening its pan-African presence through digital innovation and strategic diversification. Shamsideen Fashola, head of retail and digital banking for UBA described how the bank is embedding artificial intelligence, real-time payments, and customer-centric platforms with a view to balance financial inclusion with premium digital experiences.

United Bank for Africa (UBA) – serving 24 markets and headquartered in Lagos, Nigeria – is advancing its digital transformation by embedding artificial intelligence (AI) and real-time payment capabilities across its operations to streamline banking processes, deepen customer engagement and sharpen its competitive edge. In 2024, the bank processed billions of Nigerian naira (NGN) through digital platforms including its chatbot Leo, which engaged over 6 million users. UBA’s RedPay platform – offering real-time payment settlements for merchants – has been adopted by thousands of businesses, suggesting that UBA’s digital efforts are resonating with customers.

Leo chatbot’s role in UBA’s digital strategy

Launched in 2018, Leo has evolved from a basic customer service tool to a comprehensive banking assistant, now integrated with platforms like WhatsApp, Facebook Messenger, Instagram, and Apple Business Chat. Its multilingual support — offering services in English, French, Portugues, and Swahili has further extended UBA's reach across Africa’s diverse markets.

Shamsideen Fashola, head of retail and digital banking for UBA, added, “Leo represents an important part of our strategy to meet the needs of a digitally savvy customer base. As we look to engage younger generations, it’s essential that our services align with their preferences for convenience and speed in banking.”

RedPay and its impact on merchant services

UBA’s RedPay platform addresses a key issue for merchants: delayed payment processing. Traditional payment systems often require several days to settle, whereas RedPay enables real-time payment settlement, giving merchants immediate access to funds. According to the bank, this instant payment solution has the potential to significantly improve cash flow for businesses, especially SMEs that rely on timely payments to manage their operations.

RedPay also provides merchants with a dashboard to monitor transactions in real time, enhancing transparency and control. Fashola noted, “With RedPay, merchants experience instant value for their transactions, ensuring funds reach them immediately, without delays.”

Real-time payments and cross-border transactions

UBA’s investment in real-time payment solutions, especially for cross-border transactions, is another key aspect of its digital strategy. The bank noted that these systems enable faster and more secure transactions, meeting the rising demand for efficient financial solutions across Africa. The bank said it has achieved a 99.999% success rate for its real-time payment systems, demonstrating reliability.

Balancing mass-market reach with premium services and improved customer engagement

UBA’s strategy involves catering to both mass-market customers and high-net-worth individuals (HNWIs). On the one hand, the bank has introduced mobile banking and services like Cashless Schools to reach mass-market and underserved customers, and on the other hand, it offers premium solutions such as AI-powered chatbots and real-time payments, to attract wealthier clients.

UBA has also invested in systems like CRM360 and its mobile banking app to improve customer engagement and operational efficiency. The system enables bank staff to provide more personalized services, and by reducing onboarding time to just seven minutes, UBA has accelerated customer activation and reduced drop-off rates.

Competitive landscape and risks

UBA’s digital strategy and initiatives, while demonstrating positive reception to date, face rising competition from other banks in Africa – many of which are also adopting chatbot services, mobile banking and real-time payment solutions. Nevertheless, the bank positions its ability to integrate these services into a seamless, multi-platform experience presents a competitive advantage.

Going forward, UBA’s growth will hinge on sustaining performance and reliability as it scales its digital platforms across markets—ensuring RedPay’s consistency, maintaining real-time payment efficiency, deepening CRM360-driven engagement, and balancing the distinct needs of mass-market and premium clients while meeting evolving regulatory and sustainability expectations.