Grace Muliisa: The Ecobank Uganda MD putting people first in banking

In the fast-paced world of banking, where numbers often take precedence over people, Grace Muliisa is leading with a different approach one that prioritises service, community, and innovation.

As the Managing Director of Ecobank Uganda since 2021, she has set herself apart by focusing on people as much as profits, redefining what leadership in banking looks like.

Unlike many executives, Muliisa believes leadership is about service, not authority. Speaking on The Morning Switch on Next Radio, she shared her philosophy: “It’s never that serious.” For her, banking is not just about transactions it is about engaging with people and understanding their financial needs.

“Getting close to what matters, getting close to the people—that’s what drives me,” she said.

Muliisa’s entry into banking was unplanned. As a child, she dreamed of becoming a lawyer. “Everything I did in school was focused on that goal,” she recalled.

“I was argumentative and thought law was my calling.” But life took a different turn, and fresh out of university, she found herself in banking—where she has thrived ever since. “I don’t remember a time when I wasn’t working,” she said with a laugh.

Beyond her career, she is a mother of four, balancing the demands of leadership with family life. “Nothing beats time with family,” she said.

“It keeps me grounded.” Her parenting philosophy mirrors her leadership style—embracing change and encouraging unconventional career paths. “One of my boys wanted to be a YouTuber, and I didn’t even know what that was,” she admitted. “But the world is evolving. Our children can be anything—the key is whether it makes them happy.”

Muliisa’s journey has not been without challenges. Early in her career, she faced skepticism due to her appearance. “In one high-stakes meeting, someone assumed I was a ‘fluke’ because of my size,” she recounted.

“But when I spoke, I changed the entire discussion.” That moment reinforced her belief that leadership is about results, not perceptions.

A strong advocate for women in leadership, she believes in creating opportunities for others. “Being people-oriented means recognising potential, believing in others, and giving them space to thrive,” she said.

At Ecobank, Muliisa is at the forefront of digital banking innovation. “The digital shift is not just a trend—it’s transformational,” she said. “Your phone is now your bank. You don’t even need to step into a branch.”

She sees this shift as essential to serving younger generations. “We need to start thinking about AI-powered financial advisory services tailored for young people,” she noted. “They are the future clients, and we must equip them with financial literacy early—teaching them to save, not just spend.”

Muliisa also emphasises the importance of building strong professional networks. “Technical skills open doors, but attitude determines how far you go,” she said. “Building connections, relationships, and credibility is what sustains growth.”

If Ecobank had a theme song, she believes it would be Stronger by Kanye West. “It reflects where we’ve come from, where we are, and where we are headed. No matter the challenges, we keep innovating and making bold moves for our customers.”

Despite leading one of Uganda’s top financial institutions, Muliisa remains eager to understand the customer experience firsthand. “I’d love to work as a customer service officer,” she said. “It’s the best way to directly engage with clients, hear their concerns, and improve our solutions.”

Her vision for banking is clear—embrace change, empower the next generation, and keep customers at the heart of financial services.

“The future of banking belongs to today’s 10- to 17-year-olds,” she said. “They will shape the industry, and we must be ready with innovative, customer-friendly solutions.”

In a sector often seen as impersonal, Muliisa stands out as a leader who blends strategy, empathy, and vision to create meaningful impact. And if she ever steps away from banking? “I’d probably be running a coffee business, making Uganda’s coffee a global sensation,” she joked.

For now, however, she remains focused on transforming banking—one people-centered initiative at a time.