FOREWORD Al Manara was launched in 2010 to support DBD’s vision To build a culture of Sales through Service in Consumer Banking. Exceptional Customer Experience is the critical key in differentiating ourselves from the competition in the UAE. And the major ingredient in achieving our mission is through our people. Therefore, it is essential that the high standard of the customer’s experience we provide will be delivered consistently across all of our branches by everyone, every day. Al Manara is one of the key parts in achieving our Vision. Our excellent Products & Services are no longer enough for our customers; our most important competitive advantage will be our people, the faces of NBAD that will raise the overall customer’s experience. The certification process provides tailored programs for the five critical Branch roles. It includes not only programs to impart new knowledge or skills, it also assesses whether individuals have achieved the required level to be able to confidently perform their roles successfully. Today, as we celebrate our first Graduation ceremony. I am proud of everyone who has graduated; this is a fantastic achievement for you and for NBAD. Mabrook to all of you! I wish everyone every success in Level 2 certification.
Saif A. Al Shehhi SGMD Domestic Banking Division
1
AGENDA
2
03:30
Welcome and Agenda
Address from Senior General Manager Domestic Banking Division Mr. Saif Al Shehhi
Address from Head of Branches & Consumer Banking Transformation Mr. Abdullah Al Hosani
Address from Head of Learning and Development Ms. Paula Mcmanus
Explanation about the trophies Retail Learning & Development Manager Mrs. Lina Yaakoub
04:15
Graduation Ceremony and Prize Giving
05:15
Thank you & Close
05:30
Lunch
AL MANARA LEVEL 1 LEARNING ROAD MAPS Brach Managers Level 1 Certification
Programs
No. of days per program
1-Consumer Banking Products & Services Proposition
2
2-Anti Money Laundry & Compliance
1 3
3-Introduction to Service Mindset
2
4-Day in the Life of (Branch Manager)
7
5-Coaching for High Performance
3
6-Introduction to Consumer Credit
1
Abdelrahim Abdelkarim Alraees Current Position: Branch Manager Branch: Al Madam branch Length of Service: Bank: 4 years Branch: 1 Year How has “Al Manara” helped with your career? After Al Manara course my branch sales increased in assets and liabilities and I was promoted to the next grade. 4
Abdulla Ali AlDhanhani Current Position: Branch Manager Branch: Khorfakan Branch Length of Service: 2 Years and 4 Months How has “Al Manara” benefited you? It has taught me to manage my branch as well as my career.
Ahmed Abdulmajeed Al Badri Current Position: Branch Manager Branch: Muraqqabat Branch Length of Service: Bank: 1.5 Years Branch: 8 Months How has “Al Manara” benefited you? Al Manara had built magnificent influential skills which can develop my career plan by following proper strategies. 5
Ahmed Obaid Al Ali Current Position: Branch Manager Branch: Al Falah Camp Cash Office Length of Service: 2 Years and 4 Months How has “Al Manara” benefited you? It has benefited me through enhancing knowledge and managerial and personal skills, coaching our staff, increased job satisfaction and increased motivation and morale.
Alia Hussain Ahli Current Position: Branch Manager Branch: Dubai Mall Length of Service: 9 months
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How has “Al Manara” benefited you? I have learned lots of skills that are helping me in my daily routine jobs and al Manara has added lots of knowledge to my experience. Al Manara program is the best program that I ever seen. None of other banks are taking care of their staff like NBAD.
Awatif Atiq Al Rumaithi Current Position: Branch Manager Branch: Jebel Ali Branch Length of Service: 11 years How has “Al Manara” benefited you? Updated my knowledge to enable me to keep up with latest information in the banking sector.
Dhaya Mohamed Alhosani Current Position: Branch Manager Branch: New Shahama Branch Length of Service: Bank: 7 Years Branch: 3 years How have you implemented what you’ve learned from Level 1? These trainings made me more familiar with each one of my staffs and have helped me to understand their weakness and provide them appropriate trainings to increase the branch portfolio.
Dia’ Nizar Al Malkawie Current Position: Branch Manager Branch: Sweihan Branch Length of Service: 13 years 6 months How has “Al Manara” benefited you? It increased my knowledge and my skills.
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Fatima Ali AlDhahiry Current Position: Branch Manager Branch: Bateen Branch Length of Service: 14 Years What program in particular did you enjoy and find most relevant to your role? Day in the Life of a Branch Manager. 8
Fatma Mohamed Al Sowaidy Current Position: Branch Manager Branch: Kalba Branch Length of Service: 11 years How has “Al Manara� helped with your career? Al Manara has showed us how valuable we are as the bank is investing in us. On a personal level, the new learning and practices will continue with me forever.
Hamza Ahmed Al Khabeir Current Position: Officer In Charge Branch: Al Silaa Branch Length of Service: 30 years How has “Al Manara� benefited you? Al Manara has benefited me in my current role as OIC where I am able to smoothly handle my Branch. 9
Hayat Abbad Al Marqab Current Position: Branch Manager Branch: Al Yahar Branch Length of Service: 8 years What were the challenges you faced? It was an interesting challenge to identify my weakness and change them into strengths.
Jehan Ali Al-Mahmeed Current Position: Branch Manager Branch: Between Two Bridges Branch Length of Service: Bank: 20 years Branch: 2 years
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What program in particular did you enjoy and find most relevant to your role? There are two courses I’ve really enjoyed and were very useful to me: “Coaching for high performance” & “Day in life of branch manager”.
Khaldoun Butrous Akasheh Current Position: Branch Manager Branch: Al Shahama Branch Manager Length of Service: Bank: 29 years 8 months Branch: 2 years How has “Al Manara” benefited you? Has upgraded my skills so as to manage my staff accordingly and has benefited in various fields of branch activities. It also enabled me to divide my branch targets amongst my proficient staff to achieve better results.
Kholoud Mohammed Al Dhaheri Current Position: Branch Manager Branch: AL Ain Clock Tower Branch Length of Service: 13 years How have you implemented what you’ve learned from Level 1? After each course I was starting to implement all the new things that I learnt in my job and it strengthened my leader ship style.
Maher Abdul Qader Elhit Current Position: Officer In Charge Branch: Liwa Branch Length of Service: 7 Years How has “Al Manara” benefited you? Al Manara program is a comprehensive program where our banking culture knowledge is updated and increased. We were taught techniques to use when dealing with staff & customers. This helps develops our skills in order to provide high quality services to everyone.
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Melhem Hassan Hlaihel Current Position: Branch Manager Branch: Khalidiya Branch Length of Service: 8 years What were the challenges you faced? Coordination between the job tasks and attendance of the courses 12
Mohammed A.Rahman Alhashimi Current Position: Officer In Charge Branch: ADCCI Branch Length of Service: 2 years How has “Al Manara� benefited you? Al Manara is new generation of banking. It teaches you new ways of dealing with the internal problems before the external ones, and with the staff before customers.
Mohamed Sultan Shmaisani Current Position: Branch Manager Branch: Al Bourj Avenue Branch Length of Service: 32 Years and 7months How have you implemented what you’ve learned from Level 1? Utilizing all supported forms & skills gained in over all areas of manager role and responsibilities.
Mohsen Abdel Samie Yousef Current Position: Branch Manager Branch: Al Dhaid Branch Length of Service: 13 years What were the challenges you faced? It was not easy to change staff ideas on some issues like sales. I‘ve tried to simplify the process and show them that this concept is being applied in all banks for a while and we should excel in it and exceed the expectation.
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Najla Abdulla Yousif Current Position: Branch Manager Branch: Dubai Main Branch Length of Service: 5 years
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How has “Al Manara” benefited you? It played an active role in handling my role as a Branch Manager and gave me the opportunity to enhance and fine-tune my skills and competencies. It gave me the opportunity to prepare myself for facing the challenges in my day-to-day working life.
Osama Hassan Tawfik Current Position: Branch Manager Branch: Marina Mall Branch Length of Service: 30 Years How has “Al Manara” benefited you? Al Manara made us realize that our role in the bank is not only limited to customer service but also being a sales representative for the bank’s products. Al Manara also provided us with the required tools and information by which we can efficiently play a dual role of customer service and sales representative.
Oshba Mubarak Current Position: Branch Manager Branch: Al Qouz Branch Length of Service: 1 year and 4 months How has “Al Manara� helped with your career? First of all, I adore the Unique kind of certification program on Managerial Level, that certifies each manager to be as an Effective Leader who can achieve Business objectives successfully & in same time have self awareness on building right career plan for people.
Rami Mohammad Al Shehabi Current Position: Branch Manager Branch: Mall of the Emirates Length of Service: 8 years What program in particular did you enjoy and find most relevant to your role? Day in the life of branch manager
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Salaheldeen Jameel Al Alawi Current Position: Branch Manager Branch: Baniyas Length of Service: Bank: 13 years Branch: 2 years What were the challenges you faced? Providing leadership to people from different cultures. 16
Salah Aldin Abdul Aziz Khalifa Current Position: Acting Branch Manager Branch: Industrial City Of Abu Dhabi Branch Length of Service: Bank: 31 years Branch: 1 year How have you implemented what you’ve learned from Level 1? These trainings made me more familiar with each one of my staff and have helped me to understand their weaknesses and provide them with appropriate trainings in order to increase the branch portfolio.
Salem Ahmed Bamedhaf Current Position: Branch Manager Branch: Al Wagan Branch-Al Ain Length of Service: 3 Years What program in particular did you enjoy and find most relevant to your role? Coaching for High Performance 17
Sara Ali Al-Obaidli Current Position: Officer In Charge Branch: ADNOC Cash Office Length of Service: Bank: 4 years. Branch: 3 years How has “Al Manara” benefited you? It was a good opportunity to refresh our skills through NBAD. I got a lot of information regarding the first or basic skills to be a professional role model and to be a good leader that leads a staff through the right way. It was a pleasure to deal with staff from different branches and we were able to learn from each other’s experiences.
Tamer Sadi AlQadri Current Position: Branch Manager Branch: Hor Al Anz branch Length of Service: Bank: 4 years 4 months Branch: 1 year 9 months What were the challenges you faced? The biggest challenge for me was to communicate and give presentations in front of the other staff and deliver my best results. 18
Wasmeyya Abdulla Alzaabi Current Position: Acting Branch Manager Branch: Alnakheel Branch Length of Service: 11 Years What program in particular did you enjoy and find most relevant to your role? All the programs added value to me. However, A Day In The Life Of A Branch Manager was the program which I benefited from the most.
AL MANARA LEVEL 1 LEARNING ROAD MAPS Branch Sales & Service Manager Level 1 Certification
Programs
No. of days per program
1-Consumer Banking Products & Services Proposition
2
2-Anti Money Laundry & Compliance
1 19
3-Introduction to Service Mindset
2
4-Day in the Life of (Retail Sales Manager)
5
5-Coaching for High Performance
3
6-Introduction to Consumer Credit
1
Amal B. Alfakih Current Position: Retail Sales Manager Branch: Sheikh Zayed Road Branch Length of Service: 5 years and 1 month What were the challenges you faced? Dealing with the staff & handling customers problems/complaints in addition to more knowledge & information related to PML issues. 20
Asanka Mahilal Aluthge Current Position: Retail Sales Manager Branch: Al Qouz Branch Length of Service: 1 year and 2 months How have you implemented what you have learned from Level 1? I had used my level best to implement almost all the areas mainly coaching, managing expectation, changing mindsets , follow up tools and increase business volumes.
Chafika Nadir Al Baloushi Current Position: Retail Sales Manager Branch: Al Muroor Branch Length of Service: 4 Years How have you implemented what you have learned from Level 1? I have implemented what I have learnt within my branch by stimulating my team and coaching them so that they can add value to their service and satisfy customer needs.
Louy Mohd Al Kurdi Current Position: Retail Sales Manager Branch: Al Ain Branch Length of Service: 11 years 7 months How has “Al Manara� helped with your career? It gave me the sprit to work.
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AL MANARA LEVEL 1 LEARNING ROAD MAPS Operation Manager Level 1 Certification
Programs
No. of days per program
1-Consumer Banking Products & Services Proposition
2
2-Anti Money Laundry & Compliance
1
3-Introduction to Service Mindset
2
4-Day in the Life of (Operation Manager)
4
5-Coaching for High Performance
3
22
Nessrin Melhem Khodor Current Position: Senior Operation Manger Branch: Deira Dubai Length of Service: 6 years and 3 months How has “Al Manara” benefited you? Al Manara Certificate has taught us the technique of managing our role and handling our day to day responsibilities in an active and efficient way. It has also helped me to develop my skills to be ready to face the future challenges in our work environment.
Prince Thomas Current Position: Operations manager Branch: Khalidiya Branch Length of Service: 15 years How has “Al Manara” helped with your career? It has provided me with good knowledge and practical solutions.
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TROPHIES To commemorate the successful completion of Al Manara Certification program, an exclusive “Crystal Trophy� will be given to all graduates. These unique trophies have been designed to represent each level of the Al Manara certification. Graduates will be entitled to receive the complete set of the crystal trophy on the successful completion of all the certification levels respective to their roles. Today, we are delighted to award the first piece of this trophy to all our successful graduates on completion of level 1 Al Manara certification.
WHAT IS COMING NEXT? Level two certification, starts in October 2011.