The National Bank of Abu Dhabi (NBAD)'s electronic banking services experienced a huge increase in number of users in 2009 and its net profits more than doubled within one year.
By the end of 2009, NBAD's Internet Banking Unit (IBU) net profits rose 120%, the number of nbadOnline users jumped by 56%, transactional volume increased by 24%.
To meet the increasing demand for electronic banking and raise standards of services to customers, NBAD inaugurated the new premises of Internet Banking Unit (IBU). The new premise has a modern look and feel and is a model of state-of-the-art facilities to enhance services.
“NBAD was one of the first banks in the country to launch an internet banking services for its customers in a highly secure environment. Our internet banking service has been a great success with many thousands of customers opting to transact via nbadOnline everyday on account of the convenience and unrestricted accessibility. We consider that shifting to these new premises for our Internet Banking Unit as yet another milestone in the on-going growth and expansion of this important channel,” said John Malouf, the General Manager of Consumer Banking Group.
NBAD is the only UAE bank to provide each of its customers a PIN generating security device, which is required for login, making nbadOnline extremely secure and safe.
“As the Number One Bank in the UAE, we always strive to provide the best service and a wide range of banking solutions and products to meet the ever expanding demands of our customers,” said Ahmed Al Naqbi, Senior Manager, Channels and Electronic Banking Services. “The new IBU premises have a modern look and feel and along with this change, we have also revamped the processes. We are constantly running campaigns to increase our user base and transactions and we have been extremely successful in 2009 with online users increasing 56%. Overall, 2009 had been a year of outstanding achievements for IBU.”
NBAD Internet Banking services achieved 9001:2008 Quality Management Certification by Lloyds Register Quality Assurance, to become the first ISO Certified internet banking service in the UAE.
IBU has also gone through 3 audit reviews, ISO, operational and ITD, and all have come back as satisfactory.
“NBAD’s Internet Banking Unit offers multilingual customer services to all nbadOnline users. Not only does the IBU manage the operations and customer support services but also supports marketing initiatives and promotional campaigns to increase the nbadOnline service usage,” said Mr. Manoj Bhatia, Manager – Internet Banking Unit. “The new Bank website that was implemented by IBU in 2009 also secured Arab Banking Web Award. We constantly benchmark our performance with local, regional and global competitors. Improvement can only be achieved through a continuous process of assessment, measurement, and review and ISO 9001:2008 provides an ideal approach for this.”
In addition to its successful delivery of service to customers, IBU achieved the highest Emiratization ratio during 2009, setting a shining example for others to follow.
