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Five Years On, GTBank MD’s Silence Raises Questions as Bank’s Customer Complaints Mount
Nearly five years after her appointment as Managing Director of Guaranty Trust Bank (GTBank), Mariam Olusanya has yet to make a public appearance, a prolonged silence that is becoming increasingly difficult to ignore as customer dissatisfaction with the bank continues to grow.
Appointed in January 2021, Olusanya made history as GTBank’s first female managing director, a milestone widely celebrated as a significant step for gender inclusion in Nigeria’s banking sector. Expectations were high that her leadership would usher in a new era of engagement and transparency at one of the country’s most prominent financial institutions.
Those expectations, however, have largely gone unmet in the public sphere. Since assuming office, Olusanya has avoided media interviews, industry conferences, shareholder engagements, and other public forums where chief executives of tier-one banks are typically expected to articulate strategy, explain performance, and address customer concerns. Her absence stands in sharp contrast to her predecessors, who were highly visible and often served as the public face of the institution during both stable and challenging periods.
In practice, the public leadership role appears to have been assumed by her immediate predecessor, now the Chief Executive Officer of Guaranty Trust Holding Company (GTCO). At major events and official functions, it is the holding company CEO, not the bank’s managing director—who represents GTBank, raising questions about where executive responsibility and accountability truly lie.
While GTCO continues to report strong financial performance, critics argue that profitability alone does not absolve leadership of public responsibility. In Nigeria’s banking sector, managing directors are not merely internal administrators; they are expected to engage regulators, reassure customers, and respond visibly during moments of reputational stress. Olusanya’s near-total absence from public view is therefore widely regarded as abnormal rather than strategic.
This perceived leadership gap has become more pronounced as GTBank faces a surge in customer complaints. Social media platforms are awash with reports of poor customer-service responses, unresolved disputes, alleged illegal deductions, and what many customers describe as dismissive or ineffective engagement from bank representatives. Even more troubling are growing concerns over security, with customers alleging unauthorized access to their accounts while receiving little explanation or accountability from the bank.
In an era where corporate transparency and customer trust are paramount, the lack of a visible and accountable leadership figure has fueled speculation that the bank’s communication failures reflect challenges at the top. Observers argue that a managing director who remains silent and unseen during such periods risks reinforcing the perception of an institution disconnected from its customers.
As the fifth anniversary of Olusanya’s appointment approaches, the questions continue to mount. Is her low-profile leadership style a deliberate strategy, or has it contributed to weak communication and poor customer engagement? More importantly, can a systemically important bank afford a managing director who remains largely invisible as public confidence erodes?
For now, Mariam Olusanya remains one of the most powerful yet least visible figures in Nigeria’s banking industry, a paradox increasingly at odds with the demands of modern corporate leadership.
