Polaris Bank MD promises improvement, value delivery

The Managing Director/CEO of Polaris Bank, Kayode Lawal

The Managing Director/CEO of Polaris Bank, Kayode Lawal, has pledged continuous service improvement and value delivery to customers as the financial institution prepares to join organisations globally to celebrate the 2026 Customer Service Week from 5 to 9 October, under the theme, “The Extra Mile.”

According to a press statement from the bank on Tuesday, the theme represents a continuation of its longstanding commitment to putting customers at the heart of its business and continually elevating the quality of their banking experience.

The lender noted that it uses the annual event not only to appreciate its customers, but also to recognise employees who consistently demonstrate exceptional service and reinforce customer-centricity across the organisation.

‎Highlighting the evolution of its service culture, the bank referenced past themes, including “Dream Team” in 2020, “Team Service” in 2023, and “Mission: Possible” in 2025, which emphasised overcoming challenges to deliver superior experiences.

‎It also recalled its external validation in the 2022 KPMG Customer Experience Survey, where Polaris Bank emerged as the most improved bank in the retail segment after climbing five places to sixth position.

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‎Speaking ahead of this year’s event, Lawal reaffirmed the central role of customers in driving the bank’s growth.

‎“Customers are at the heart of everything we do. Their feedback, trust and partnership challenge us to keep improving and delivering value every day. Customer Service Week is an opportunity to recognise that relationship and remind ourselves that great service must go beyond expectation,” he said.

‎The lender explained that the 2026 theme reflects the evolving expectations of today’s banking customers, encompassing faster issue resolution, clearer communication, simplified processes, and proactive service. It noted that this commitment extends across physical branches, contact centres, and digital channels such as VULTe.

‎Polaris Bank added that activities lined up for the week will include customer engagement initiatives and the recognition of internal service champions across its platforms, reinforcing its objective to make exceptional service an everyday operational standard rather than a once-a-year celebration.