CX Spotlight – Issaka Ibrahim
Meet Issaka Ibrahim, a distinguished professional who has made significant contributions to the customer experience discipline. With over 12 years of leadership experience in the financial industry, Issaka is a seasoned financial expert known for his strategic vision and customer-centric approach.
As a Chartered Global Investment Analyst and the General Manager of Metropolitan Pensions Trust Ghana Ltd, Issaka has a proven track record of developing and implementing successful financial strategies that drive profitability and enhance customer satisfaction. His expertise is backed by a Master’s degree in Enterprise Risk Management and Business Consulting, along with advanced certifications in Business Leadership, Pension Management, Digital Finance, Insurance, and Securities and Investments. Issaka’s dedication to excellence was recognized when he was honored as the Rising Star of the Year at the Ghana Accountancy and Finance Awards in 2021. His commitment to strategic leadership, operational excellence, and corporate governance has empowered businesses and individuals to achieve sustainable financial success.
As an Executive Member of the Customer Experience Professionals Ghana Association, Issaka actively champions customer experience initiatives across Ghana and beyond. He is passionate about fostering an environment where customer needs are prioritized, and meaningful relationships are built. Issaka’s belief in quality over quantity and his dedication to listening and understanding others help him create a customer-centric culture within his team and organization. His relentless drive to exceed expectations and break down limitations fuels his passion for excellence in customer experience and financial management.
CONVERSATION WITH Issaka…
CXP Gh – Can you describe the journey to your current role?
Issaka – I’ve been in the finance industry for a while (over 12 years), working my way up from a client relationship management role to now managing teams and projects. My passion has always been helping people build secure futures, and that’s led me to where I am today – leading a pensions company. It’s been a great journey so far, and I’ve learned a lot along the way.
CXP Gh – What is your personal mantra or statement?
Issaka – My personal mantra is “Never Say Never.” I believe that life is full of surprises and possibilities and that every experience, no matter how challenging or unexpected, holds the potential for growth and learning. This mantra encourages me to stay open-minded, embrace new opportunities, and push beyond my limits. It has helped me to approach life with a sense of curiosity, resilience, and adventure, and to never rule out a chance to learn, explore, and discover something new every day.
CXP Gh – Can you share your leadership style and its impact on success?
Issaka – My leadership style is built on empowerment, collaboration, and innovation. I believe in a culture that’s inclusive, transparent, and accountable. This approach has enabled my team and me to stay agile and ahead of the curve in the rapidly evolving finance industry.
CXP Gh – What are your thoughts on the state of CX in Ghana?
Issaka – The state of customer experience (CX) in Ghana has shown promising progress, with a growing focus on digital transformation and customer-centricity. While these improvements are noteworthy, there is still room for growth and development, particularly in both public and private sectors. As Ghanaians, we are renowned for our warm hospitality, and it’s crucial that we harness technology and innovation to create exceptional experiences aligned with our cultural values.
CXP Gh – How do you determine the success of your CX strategies?
Issaka – Honestly, I think the success of our customer experience strategies is pretty clear – when we see happy customers coming back to us and referring their friends and family. We also keep an eye on our customer satisfaction scores and try to improve them over time. But at the end of the day, it’s all about making sure our customers feel heard, supported, and valued. When we get that right, we know we’re on the right track.
CXP Gh – How do you keep up with the latest CX trends and technology?
Issaka – I try to stay up-to-date with the latest customer experience trends and tech by following industry leaders and blogs, attending webinars and conferences, and networking with other professionals in the field. I also love reading about innovative CX strategies and experimenting with new tools and platforms to see what works best for our customers. And of course, l always keep an ear to the ground for customer feedback and insights – that’s where the best ideas come from.
CXP Gh – What is your approach to solving problems in your role and prioritizing tasks and projects?
Issaka – l’m all about tackling problems head-on and finding solutions that meets the expectations with our customers and the business’ aspirations. I try to break projects down into smaller tasks, figure out what’s really important, and then prioritize from there. I then focus on what’s going to make the biggest impact and get the job done. It’s all about being practical and getting stuff done!
CXP Gh – How have you contributed to advancing CX in your current position?
Issaka – Oh, I’ve just tried to make things better for our customers. Together with my team, we’ve worked on making our processes more user-friendly and making sure we’re really listening to what customers need. One thing I’m really proud of is our new claims payment system. It enables customers track their claims and payment journey in real-time, so they’re always in the loop. No more waiting and wondering. It’s been a game-changer for our customers, and we’ve seen a big drop in queries and complaints.
CXP Gh – Can you highlight any notable achievements in the CX space?
Issaka – Absolutely! We’ve really worked hard to streamline our processes, making it faster and more transparent for our customers. And it’s paid off in a big way! For four (4) consecutive years, we have been recognized as the Best Brand in the pensions industry. This is a testament to our unwavering commitment to delivering exceptional customer experiences. It’s a great feeling to know that our efforts are making a real difference and setting a new benchmark for customer service in our industry.
CXP Gh – How do you collaborate with other departments to achieve CX goals?
Issaka – I collaborate with other departments through regular huddles, sprints, and feedback sessions to make sure we’re all on the same page when it comes to CX strategies. We work together in cross-functional teams to ensure a seamless implementation. And, to keep everything organized and on track, I use project management tools like Kanban. It’s all about working together and using the right tools to deliver an amazing customer experience.
CXP Gh – What steps should one follow to pursue a career similar to yours?
Issaka – If you’re interested in pursuing a career like mine, I’d recommend starting with a solid foundation in finance and investments. Gain experience in the pensions industry, and develop your skills in risk management and strategic decision-making. As you progress, consider honing your project management and leadership abilities to effectively oversee teams and initiatives. And, of course, stay abreast of industry developments and best practices to remain competitive.
CXP Gh – Do you have any advice for aspiring CX professionals?
Issaka – For aspiring CX professionals, I’d advise developing a customer-centric mindset and understanding customer needs and preferences. Build strong relationships with cross-functional teams and stakeholders to drive collaboration and alignment. And, use data and analytics to inform your CX strategies and make data-driven decisions that drive loyalty and growth.
Remember, CX is about making the lives of others LESS stressful!
