"Customer Service Excellence Program" Enhances the Expertise of 20 Employees at Sharjah Islamic Bank Branches

Sharjah, 22/09/2024: Sharjah Islamic Bank (SIB) has concluded the first edition of its training program, "Customer Service Excellence," aimed at developing the skills and expertise of tellers across its various branches in the UAE. The conclusion of the program was marked by a ceremony held recently by the SIB’s retail banking services at its headquarters on Maliha Road. During the event, Saif Hamdan Al Alkeem, Head of Branches Network and Wealth Management in the Retail Banking, honored 20 employees who successfully completed the program, which took place over four months.

Delivering Innovative and Effective Training Initiatives Based on the Latest Business Excellence Models and Competency Standards 

Fatima Al Suwaidi, Head of Learning and Development at Sharjah Islamic Bank, emphasized that the SIB places significant importance on building a knowledge-based and continuously evolving work environment. This is achieved through the implementation of a comprehensive and ongoing plan to deliver learning and development programs for its workforce, with a commitment to enhancing their professional and functional competencies in various financial, banking, administrative, and technical aspects, across all levels and job categories. This commitment is realized through the design and delivery of innovative and effective training initiatives, based on the latest models of business excellence and competency standards.

She also highlighted that the "Customer Service Excellence" program aims to enhance the expertise of tellers in the SIB's customer service departments and support their career development by expanding their knowledge and skills, providing them with significant opportunities for career advancement and personal growth. The program has clearly contributed to achieving outstanding results among participating employees, through the practical projects they worked on and the final presentations delivered at the end of the program. This positively aligns with the SIB's objectives of advancing its human resources, improving operational efficiency, and fostering a culture of learning among employees of both genders.

She added that, in line with the bank's career advancement and Emiratization goals, a group of tellers who excelled in the program will be qualified to take on sales and service roles. She expressed her congratulations and appreciation to all participating employees, commending their dedication to benefiting from the program’s diverse training modules.
An Important Opportunity to Develop Knowledge and Enrich Expertise 
At the conclusion of the program, participants expressed their gratitude for the opportunity to join this promising program, which represents an important chance to develop knowledge and enrich expertise in their roles, motivating them to take on new tasks and greater challenges.

Knowledge Exchange Sessions Bringing Trainees Together with Experts 
The "Customer Service Excellence" program includes several key components, such as the experimental branch program, which involves training on customer service tasks, practical training in the customer service department at the trainee's branch, and knowledge exchange sessions bringing trainees together with experienced experts in areas such as compliance, operational risk management, consumer protection, fraud prevention, and regulatory and Sharia auditing. Additionally, the program promotes the exchange of experiences and knowledge by introducing participants to the best technologies and practices in customer service, with input from branch managers, assistants, and customer service employees. Participants also attended a specialized training course on best practices to improve customer experience and undertook practical exercises to attract new customers to the SIB during the program, culminating in a final presentation where they summarized their learning experience during the training period.