The National Bank of Abu Dhabi (NBAD), the Number One Bank in the UAE, graduated over 150 employees who completed year-long branch management and operations training programme.
The graduates included over 45 branch managers who have completed the first level of NBAD’s Al Manara Programme, the certification curriculum focused on key knowledge, skills and behaviours required for successful branch management as well as operations. During this phase, branch managers were trained to think and act as ‘CEO’ of their branch.
“NBAD launched the Al Manara programme with the aim of continuing to deliver outstanding customer service to all our customers” said Saif Al Shehhi, the Senior General Manager of the Domestic Banking Division of NBAD. “Of course, training our staff in the best customer service standards is an essential element to achieving this goal. On top of that, we are training and equipping our branch managers to act as the chief decision-makers in the operation of their branch. This is not just about attending training programmes – there are also assessments of knowledge, skills and behavior that ensure our teams are meeting the expectations of all our customers.”
The NBAD Al Manara programme targets the five key roles in branches. Each role has a learning roadmap which outlines the specific knowledge and skill required for success. The programmes are delivered at the state-of-the-art NBAD Academy on a variety of subjects from customer service, to leadership and coaching. Participants also have an opportunity to exchange ideas and experience with their peers. The programme aims to motivate the NBAD branch staff, ensure compliance, improve technical knowledge and enable each person to achieve career aspirations.
In 2011, NBAD allocated over AED55 million toward learning and development, a remarkable figure and higher than any other bank in the UAE. This is an increase of 150% from last year’s AED22 million and solidified the Bank’s ‘Learning Culture.’
“The Al Manara programme is part of NBAD’s ‘Learning Culture,’ to which NBAD has invested significant resources,” said Ehab Anis Hassan, the Group Chief Human Resources officer of NBAD. “The NBAD Learning Culture serves two objectives; one, to assure that NBAD is a leader in product development and the service; and two, to offer career development to our valued employees by expanding and optimising their skills.”
A strategic pillar in NBAD Learning Culture is the NBAD Academy. The state-of-the-art facility inaugurated in 2009 resembles a university, with modern classrooms, high tech electronics, a simulated branch in addition to a cafeteria and library.
To achieve these goals, NBAD has a dedicated Learning & Development team to oversee the Bank’s many education and training programmes. The group brings the most qualified educators to teach courses in banking and career development for the NBAD staff.
“Today, I congratulate the branch employees who have successfully completed the first level of the Al Manara programme,” Mr. Hassan said. “Branch employees are the face of NBAD and we appreciate and value their work. NBAD continues to expand on the means to equip our people to offer our esteemed customers the best services in the industry.”