In late April, Mayowa, a 32-year-old Lagos resident, found himself stuck after an Uber ride when he couldn’t pay using Guaranty Trust Bank’s (GTB) services. Despite several attempts to access his funds through the GTB mobile app, USSD code (*737#), and the bank’s website, all efforts failed. Frustrated and embarrassed, he had to plead for the driver’s patience.
This incident highlights a broader problem affecting GTB’s customers: recurring outages of the bank’s mobile and USSD services. According to customer feedback, these service disruptions surged by 54% between 2020 and 2021, based on an analysis by TC Insights.
The Roots of the Problem
Seven years ago, GTB revolutionized mobile banking in Nigeria with its *737# service, which simplified transactions for millions. The service quickly gained traction, generating billions of naira in revenue for the bank. However, its efficiency has waned, leaving customers frustrated.
Interviews with over a dozen current and former employees reveal that the bank’s IT division is grappling with severe challenges, including high staff turnover and increasing workloads. A lack of promotions in 2020 prompted many employees to seek better opportunities elsewhere, resulting in understaffed teams and technical skill gaps.
One former developer noted that responsibilities for maintaining critical applications often fell to a single person after colleagues departed. Month-end service outages, caused by server overload, have become more common due to a lack of proactive management by experienced staff.
Efforts to Mitigate the Crisis
In June 2021, GTB announced long-awaited promotions for about 900 employees, an attempt to address dissatisfaction among staff. While some viewed this as a positive step, others felt it wasn’t enough. A promoted developer stated that the app development team had nearly halved in size since the year began, and recruitment hadn’t kept pace with departures.
The bank claims that recruitment efforts are underway to fill entry-level and experienced roles, with new hires expected to join by July. Until then, however, many employees and customers remain skeptical about the bank’s ability to resolve its systemic issues.
Despite GTB’s reputation for efficiency, the current challenges highlight the need for robust internal systems and staffing to sustain the quality of its digital banking services.
Note: Some names have been changed to protect identities.
