Building value through purpose: Dekolo Esinjolomi Esther on leadership, innovation, and cross-sector impact

Benson Michael

Dekolo Esinjolomi Esther is a dynamic, multi-industry professional with a proven track record of excellence across oil & gas, financial services, real estate, and cooperative sectors.

With over a decade of experience, she has consistently delivered high-impact results, achieving a 95% client retention rate, managing portfolios worth over ₦2.5 billion, and leading digital transformation projects that have streamlined operations and enhanced service delivery.

Esther is a purpose-driven leader known for blending strategic thinking with empathy, data-driven decision-making, and operational efficiency. Her certifications in customer experience, financial management, and project management underscore her commitment to continuous growth.

In this interview, she shares insights into her leadership philosophy, cross-sector expertise, and how she continues to create value through innovation, resilience, and people-centered service.

You’ve successfully transitioned across multiple industries, including oil & gas, financial services, real estate, and cooperatives. What has guided your career choices, and how have these diverse experiences enriched your professional perspective?

My career decisions have always been guided by three core values: growth, impact, and alignment with purpose. Whether in oil & gas, finance, real estate, or cooperatives, I look for opportunities where I can solve complex problems, build sustainable systems, and uplift people. Each industry sharpened different skills oil & gas taught me resilience and compliance; finance deepened my analytical thinking; real estate exposed me to operational strategy; and cooperatives grounded me in people-centered service delivery. These experiences enriched my perspective and made me more adaptable and strategic in leadership.

You’ve held roles in both customer experience management and financial services. How have you leveraged skills from each domain to create a unified approach to client satisfaction and operational efficiency?

Customer satisfaction and financial performance are deeply interconnected. My background in financial services instilled in me the importance of risk management, cost control, and value creation, while customer experience management taught me how to listen, adapt, and build trust. In all my roles, I use data to inform decisions, ensuring we balance empathy with results. For instance, at one point, I implemented a feedback-to-action loop for loan customers, which improved repayment rates and client loyalty simultaneously.

At Heritage Gardens Estate, you achieved a 95% client retention rate and oversaw operations worth over ₦2.5 billion. What leadership strategies did you implement to drive that level of success?

The success at Heritage Gardens was rooted in people-focused leadership, structured processes, and accountability. I introduced a client lifecycle management system that proactively addressed tenant concerns before they escalated. I also championed weekly team performance reviews and embedded a culture of ownership across departments. Financial transparency and consistent communication helped build trust with clients, resulting in long-term loyalty and increased referral-based sales.

You’ve managed multi-billion-naira loans and real estate portfolios with recovery rates exceeding 98%. What key principles have helped you consistently achieve strong financial performance and compliance?

Three principles have always worked for me: due diligence, proactive risk monitoring, and relationship management. I ensure that every loan or investment is backed by solid vetting, proper documentation, and ongoing performance reviews. I also believe in educating clients when customers understand financial terms and risks, they’re more likely to stay compliant. My teams and I don’t wait for defaults; we detect early warning signs and intervene quickly, often preserving both the client relationship and the bottom line.

You’ve led multiple digital transformation and process optimization projects across your career. Can you share a project that had the most significant operational impact, and how you approached its execution?

At one point in my career, I led the automation of cooperative loan processing, which had previously been manual and error-prone. I mapped out the workflows, selected an affordable tech platform, trained staff, and rolled out a phased implementation. The result? Turnaround time reduced by over 60%, errors dropped significantly, and members enjoyed faster, more transparent services. It was fulfilling to see how process automation improved both staff morale and member satisfaction.

You’ve taken on leadership roles across communications, operations, and customer success. What core leadership values guide your approach to managing people and cross-functional teams?

My leadership is built on empathy, clarity, and empowerment. I believe in understanding the “why” behind people’s behavior, aligning teams with clear goals, and then giving them room to shine. Whether managing a customer service team or an operations unit, I focus on coaching rather than micromanaging. I also value collaboration great ideas often come from the frontline, and I make sure my team feels heard and valued.

With certifications and continuous learning in customer experience, financial management, and project management, how do you prioritize professional development to align with your career vision?

I treat professional development as a strategic investment. Every year, I evaluate my growth areas and map them to where I see myself in the next 3–5 years. That’s why I’ve earned certifications in customer experience, financial management, and project management they each reinforce my goal of becoming a transformative leader in business operations and service delivery. I also attend webinars, network with industry experts, and mentor young professionals, which keeps me sharp and future-focused.

As Dekolo Esinjolomi Esther reflects on her journey across diverse industries and leadership roles, one theme remains constant: a deep commitment to purpose-driven impact. Her ability to blend operational excellence with people-centered leadership has not only delivered measurable results but also inspired teams and transformed organizations. With her strategic focus on continuous learning, innovation, and service, Esther stands out as a dynamic leader poised to drive even greater change in the evolving landscape of business and community development.