Our Woman Crush Wednesday, Ogechi Paulette Obiodu (née Ihembu), is the Head of Consumer Protection at Sterling Financial Holdings Company, where she leads efforts to develop and implement a customer-first framework across the Sterling Group. Her work involves educating consumers, reviewing internal processes to ensure they are centred around customers’ needs, and working closely with regulators, including the Central Bank of Nigeria. She also oversees conflict resolution processes to help manage customer-related risks.
With experience in both top-tier and mid-level banks in Nigeria, Ogechi has built a solid track record in improving customer experience. She has led teams responsible for handling customer complaints, managing digital and non-voice service channels, and ensuring consumer protection standards are upheld. Before her current role, she played a central part in shaping Access Bank’s Contact Centre strategy across five subsidiaries.
Ogechi is passionate about training and mentorship. She regularly delivers customer experience and contact centre training sessions and takes pride in spotting and nurturing potential in others. Known for her practical approach and collaborative mindset, she consistently finds new ways to improve services that don’t always meet customer expectations.
Earlier in her career at Diamond Bank, she introduced systems and programmes that are now widely used in the banking industry. These included tools for handling customer complaints, regional customer experience strategies, and employee engagement activities. She also coordinated Diamond Bank’s Customer Service Week for five years. Ogechi is well-regarded for her light-hearted sense of humour, which she often uses to bring energy and creativity to new and challenging projects.
Academically, Ogechi holds an MBA from the University of Leicester in the UK, a degree in Banking and Finance, and professional certifications from both the Chartered Management Institute (UK) and the Service Quality Institute (USA). She is a member of the Association of Professional Women Bankers and a Fellow of the West African Association of Customer Service Professionals.
Away from the office, “Oge mara mma,” as she’s affectionately called, is a devoted wife and mother of four. She is a strong voice on family life and women’s empowerment, and she actively supports girl-child education. She leads Catholic leadership training programmes and volunteers with community groups, including the TrendyMum platform.
A keen traveller, Ogechi’s journeys have taken her across continents, from the spiritual atmosphere of the Vatican and the elegance of Italy, to the vibrant culture of Thailand and the deserts of the UAE. She’s explored the energy of New York, the charm of Jersey, the glamour of Los Angeles, and the calm near Niagara Falls. Her travels also span India’s cultural richness, the regal beauty of the UK, and the warm hospitality of Kenya, Rwanda, Congo, Ghana and of course, her beloved Nigeria.
Ogechi describes herself as ambitious, thoughtful, witty, diligent, original, and kind. These qualities shape how she leads and lives. For living purposefully, showing courage, and having genuine love for people, Pride Magazine Nigeria celebrates Ogechi.